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.