Needs Assessment - Sample Project
CLARK worked with the Internal Revenue Service to help them specify training needs for their customer service staff. The major activities of this needs assessment included:
- Interview of Customer Service Managemen
- Review of Customer Service quality metrics
- Observations of Customer Service Field Agents
- Group interviews of Customer Service Representatives
- Observation of Customer Service training class and materials
- Review of technical training delivery platforms
- Production of needs assessment report
Some of the recommendations included:
- Integration of lessons around job tasks rather than separate topics
- Use of e-learning to deliver training more effectively
- Integration of more practice exercises with feedback
- Greater emphasis on hands-on computer skill practice
CLARK can work with you to assess your performance environment and determine whether training is appropriate and, if so, whether a directive, guided discovery, or exploratory architecture is most appropriate.