Person analysis is the most important type of assessment within an organization. The other forms of needs assessment, organizational analysis, and task analysis rely heavily on individuals' skills and efficiency. The individual analysis focuses on specific employees to discover their effectiveness to the assigned tasks or the organizational goals (Mahmud, 2019). The analysis involves examining individuals' competencies and skills, the capability to adapt to a new job, and their learning styles. Through such analysis, the management can understand how to modify their goals or tasks to suit the present employees. The analysis also examines the type of training through which an individual should undertake. Through such training, individuals can improve to conform to the existing company goals. Person analysis enables organizations to understand how they can improve their workforce to suit the available tasks. The analysis also gives insight into personal strengths and weaknesses, which is crucial in ensuring the success of an organization. By understanding individuals' strengths, likes, and dislikes, organizations can then allocate tasks according to the available individual information (Mahmud, 2019). The individual analysis also enables organizations to understand if employees have the necessary skills to perform the available tasks and help the organization achieve its goals. Employees are, therefore, assigned tasks that suit their skills and abilities. Only through personal analysis can an organization understand the best way it achieves its goals through the effective performance of tasks. Hence due to its ability to dictate task assignments and conform to organizational goals, individual analysis is the most important form of assessment.
Customer service is an essential element in organizations as only through customers can such organizations exists and remains relevant within their business fields. Organizations cannot exist without customers' presence; hence, if an organization stands, it is because of the types of services that their employees offer to their customers. Customer service can be translated into different learning outcomes, giving rise to organizational success (Martyn, 2018). The first outcome, knowledge, can be used in enhancing customer service across the organization. Employees' ability to gain knowledge about the customers could be an important learning outcome for this form of training. Employees must also know how to deal effectively with the employees. Employees must also comprehend the meaning of customer service and understand how to serve customers best. Another crucial learning outcome for this training is the employees' ability to apply what they are taught in training in their practice. After the training, the employees must effectively serve the customers through good communication and respect for customers. The ability to analyze customers is also an important learning outcome that the employees must gain from the training. For instance, when in some situations, employees must apply their analytic skills to ensure effective customer service (Martyn, 2018). The analysis skills include the employees' ability to compare, analyze, categorize, and contrast different situations through their practice. Through such skills, employees can ensure effective customer service. After the training, employees must evaluate situations during their practice, whereby employees must assess, evaluate, rate, rank, assess, and critique different situations in their practice. Finally, employees should also be able to synthesize, organize, construct, and formulate various ideas for effective customer service.
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In using online technology to train customer service representatives for this web-based clothing company, I would follow various steps that would ensure effective learning outcomes and that the technology is effective and does not threaten the employees. The first step I would take is ensuring the program satisfies the employees, both mentally and physically. One such way of ensuring mental and physical satisfaction of the program is ensuring that the images and sound elements used in the technology are considered of all the employees. The next step would involve designing the training to suit the employee needs assessment (Hoven, 2019). By conducting a needs assessment on the employees, I would establish the skills, strengths, and weaknesses of all the representatives to the training program. Through this understanding, I would then design a considerate program of the individual needs, thus providing an effective training program. Another step in ensuring the program does threaten the employees is by defining its objectives before initiating it. By defining objectives clearly, the technology would be specific to the assigned task as it would focus only on ensuring employees understand the desired learning outcomes. Setting training outcomes would also be essential in ensuring the employees do not get threatened by the program. Before commencing the training experience, I would set various outcomes that must be realized at the end of the training. The technology will therefore focus on ensuring the outcomes are realized for all the employees. In essence, a program that focuses on objectives and learning outcomes for the employees cannot threaten them. The final step would be setting an evaluation program that would measure the technology's effectiveness. Through evaluation, the technology would focus on ensuring the training objectives are met.
In ensuring the training is effective, the company must adopt various design features. The first feature involves ensuring that the employees practice the learned skills in their skills. Several models can be introduced in transferring the training to the workplace environment. The features can be categorized as either input or output. The design elements' input features entail elements of the trainee, working environment, and the design factors for the training program. Learning and retention of the learned concepts are highly affected by the input elements. Considering the input elements is, therefore, essential in ensuring the transfer of training. Training transfer is categorized into far and near transfers whereby near transfer defines situations whereby the stimulus for original learning is obtained, implying high similarity in working setting and training setting. On the contrary, Far transfer is non-contextual, and it involves the transfer of general knowledge in huge amounts. In ensuring the customer service training program occurs, I would incorporate several design features. First, customer interviews and surveys will be essential in ensuring the training occurs successfully. Tracking and analysis features will also be essential in examining if the training occurred and how effective it was to customers. Feedback features should also be incorporated into the design to ensure that the employees can provide their views on the training's effectiveness. Curriculum maps are visual layouts that define subjects' education standards that must be attained (Burns, 2020). The map also covers all the resources that teachers should use in addressing the provided standards in their training sessions. The technique is used in addressing academic gaps, misalignments, and redundancies in the training area. Curriculum road maps are essential as they allow both the administrators and educators to balance the content covered (Burns, 2020). The management or the administrators can check what trainees learn in their training sessions, thus understanding the gaps and redundancies in the content.
References
Burns, R. C. (2020). Curriculum Mapping. ASCD. Retrieved from, http://www.ascd.org/publications/curriculum-handbook/421/chapters/Overview.aspx
Hoven, J. V. (2019). Privacy and Information technology. Stanford Education. Retrieved from, https://plato.stanford.edu/entries/it-privacy/
Mahmud, K. T. (2019). Impact of Training needs assessment on the performance of employees: evidence from Bangladesh. Taylor Francis Online. Retrieved from, https://www.tandfonline.com/doi/full/10.1080/23311886.2019.1705627
Martyn, E. (2018). Customer Satisfaction through service excellence. Cornell Education. Retrieved from, https://scholarship.sha.cornell.edu/cgi/viewcontent.cgi?article=1264&context=chrpubs
