Case study 5 training systems

CASE QUESTIONS

You are assigned the challenge of designing the training program for the temporary

CSS employees who must complete training before they become permanent CSS

employees.

Tip: From the case information, it is clear that the KSAs lacking in the 18 people selected without the full complement of desired competencies, are those associated with problem solving and customer service. Thus, these should be the areas of focus in the questions.

1.  What are the training objectives for the CSS training program? Indicate how these are tied to the KSA requirements. Assume that all trainees have college degrees but need KSAs in all other areas listed in the Qualifications section.

The purpose of this question is to have students make the connection between the KSAs required for a job and the duties and responsibilities of the job. 

Customer service duties would include the following: (see top of page 259)

  1. Monitor and insure that customers perceive that customer service staff treats them with courtesy, respect, tact, and a sincere desire to meet their needs.

Related KSAs: Ability to communicate accurately and pleasantly with customers.

  1. Provide mediation and resolution to customer complaints and requests within delegated authority limits and consistent with departmental policies. Communicate to customers departmental policies and procedures.

Related KSAs: Effective conflict management skills. Ability to communicate moderately to highly complex policies, procedures, and regulations, and ensure customer understanding of these while working under pressure.

·          Identify processes and procedures in the department that are causing problems for groups of customers (not individuals) and work with department management toward their improvement.

Related KSAs: Problem solving skills, communication skills                                       

From the description of the duties and responsibilities, students should write training objectives that specify what the customer service trainees would be able to do at the conclusion of training, the conditions under which they would be able to do these things, and the standard of performance expected. Students’ objectives can be expected to vary considerably, depending on how they intend to measure training’s effectiveness.

  1. Based on the training objectives provide a training agenda, indicating the time

allocated and order of modules in your program.

The intent here is to get students thinking about what different types of training will be required, how they should be sequenced, and how long each component will take to complete. Here it is probably best to provide the customer service training modules first (e.g., communication, conflict resolution). This training can be used as a foundation for the problem solving training and it will likely be perceived by trainees as more directly related to the job. Once this set of KSAs has been learned, the connection with problem solving should become more evident.

3.  For each module, describe the goals of the module and the training methods you will use to accomplish it. Provide your rationale.

In answering this question, students should refer back to the training objectives to identify what each module is supposed to accomplish. One or more of the training modules should address each training objective. Equally important is the student’s ability to match training methods with training objectives. That is, they should be using a method that is good at accomplishing the objective. Table 6.9  might be a good resource in doing this.

4.  How will you evaluate whether each person in your training program has mastered the knowledge and skill levels needed to perform as a CSS? Describe the types of questions you would ask of those supervising the CSS employees graduating from your training program.

The first part of this question looks at the overall evaluation strategy—which of Kirkpatrick’s levels does the student think should be evaluated and how will they conduct the evaluation. The second part of the question focuses on the transfer of learning issue. Students should use their training objectives to develop the types of questions they would ask of the supervisors. Again, the importance of training objectives should be recognized here. The student should realize that they have gone a long way toward answering this question with their answer to question one.

Semester Papers
Calculate your paper price
Pages (550 words)
Approximate price: -

Why Work with Us

Top Quality and Well-Researched Papers

We always make sure that writers follow all your instructions precisely. You can choose your academic level: high school, college/university or professional, and we will assign a writer who has a respective degree.

Professional and Experienced Academic Writers

We have a team of professional writers with experience in academic and business writing. Many are native speakers and able to perform any task for which you need help.

Free Unlimited Revisions

If you think we missed something, send your order for a free revision. You have 10 days to submit the order for review after you have received the final document. You can do this yourself after logging into your personal account or by contacting our support.

Prompt Delivery and 100% Money-Back-Guarantee

All papers are always delivered on time. In case we need more time to master your paper, we may contact you regarding the deadline extension. In case you cannot provide us with more time, a 100% refund is guaranteed.

Original & Confidential

We use several writing tools checks to ensure that all documents you receive are free from plagiarism. Our editors carefully review all quotations in the text. We also promise maximum confidentiality in all of our services.

24/7 Customer Support

Our support agents are available 24 hours a day 7 days a week and committed to providing you with the best customer experience. Get in touch whenever you need any assistance.

Try it now!

Calculate the price of your order

Total price:
$0.00

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

No need to work on your paper at night. Sleep tight, we will cover your back. We offer all kinds of writing services.

Essays

Essay Writing Service

No matter what kind of academic paper you need and how urgent you need it, you are welcome to choose your academic level and the type of your paper at an affordable price. We take care of all your paper needs and give a 24/7 customer care support system.

Admissions

Admission Essays & Business Writing Help

An admission essay is an essay or other written statement by a candidate, often a potential student enrolling in a college, university, or graduate school. You can be rest assurred that through our service we will write the best admission essay for you.

Reviews

Editing Support

Our academic writers and editors make the necessary changes to your paper so that it is polished. We also format your document by correctly quoting the sources and creating reference lists in the formats APA, Harvard, MLA, Chicago / Turabian.

Reviews

Revision Support

If you think your paper could be improved, you can request a review. In this case, your paper will be checked by the writer or assigned to an editor. You can use this option as many times as you see fit. This is free because we want you to be completely satisfied with the service offered.

error: Content is protected !!