Analysis of Organizational Training Needs

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					This document is a report on how an organization can analyze its training needs. The
report describes the reasons why organizations need training and provides methods
and techniques to help train staff and improve existing training programs. This
document is useful to small business owners who have already identified, or still need to
identify, training needs within their organization. Recommendations and methods are
provided to implement the training.
 Report on Analysis of
Organizational Training
        Needs
                                                         Table of Contents




Analysis of Organization Training Needs ....................................................................................... 4

But how an employer analysis when is the need of training to its employees? .............................. 4

Real Meaning Of Training .............................................................................................................. 4

Analysis Of Organization Training Needs –Aotn ........................................................................... 4

   Variety Of Training Media .......................................................................................................... 5

Problem: .......................................................................................................................................... 5

Aotn Process To Rectify The Problem ........................................................................................... 6

   Assigning a dependable individual ............................................................................................. 6

   Plan aotn activity (analysis of organizational training needs)..................................................... 6

   Gather and analyze information to discover problems and performance issues ......................... 7

   Additional investigation to divide causes from effects ............................................................... 8

   Create and assess solutions match to causes ............................................................................. 10

   Report the results ....................................................................................................................... 11

   Putting the proposals into practice ............................................................................................ 13




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ANALYSIS OF ORGANIZATION TRAINING NEEDS



Organization faces different kinds of issues in their everyday operations and these issues lead to
dissatisfying the customers and that affects the sale of the company which ultimately harms the
probability of the organization. Whenever the profits of a company tend to decrease, the
employer starts to worry. So, to reduce the customer dissatisfaction training is one feature that
could assist the employees to continue motivated and raise the customer satisfaction.




BUT HOW AN EMPLOYER ANALYSIS WHEN IS THE NEED OF TRAINING TO ITS
EMPLOYEES?
It is significant to initially analyze the need for training. McGehee and Thayer (1961) stated that
most of the training efforts are initiated without any cause or motive, continued with no reason
and then the end result is ZERO.




Real Meaning of Training
Training is basically defined as the gaining of skills, ideas, perceptions or mind-set that could
improve the performance of an individual.




Analysis of Organization Training Needs –AOTN
Analysis of Organization Training Needs -AOTN is the recognized procedure of identifying
the training gap and its associated training need.

AOTN often covers the following major points:

    1. Assigning a dependable individual


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    2. Plan AOTN Activity (Analysis Of Organizational Training Needs)
    3. Gather And Analyze Information To discover problems And Performance issues
    4. Additional Investigation To divide Causes From Effects
    5. create And assess Solutions Match To Causes
    6. Report The Results
    7. Putting the Proposals into practice




Variety of Training Media



Different varieties can be used to train people ranging from traditional lectures for teaching to
complicated simulators. It is essential to find out the most appropriate and cost-effective training
media for a variety of areas.




Overview of the Report
In this report, we will be discussing all the above listed points of AOTN in context of an
organization problem and how training of an organization could really help them in increasing
the customer satisfaction.


PROBLEM:



“Customers are declining day by day in the branch of a bank because of dissatisfaction from the
services provided to them. There are complains that they are not treated well and they have been
made to wait for longer time periods and few time post dated checks were cashed by the cashier
                                                          as well”




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AOTN PROCESS TO RECTIFY THE PROBLEM

    1. Assigning a dependable individual



The first step is important one to assign a responsible and dependable person. The person
appointed will be responsible to work and analyze if there is a need of training in the employees.
He will be assessing the present skills of the employees against the knowledge and skills of
employee should have been. If they are lacking the skills and knowledge, and these skills and
knowledge is important for the organization overall performance then there is a need of training.

    This can be done in the following three ways:

             From observations – what have you observed? What key tasks are they currently
              expected to do that might require perfection.


             From information acquired from the individual like recognized qualifications, training
              courses completed and responsibilities in previous positions.


             From facts obtainable from the Human Resource information system.




PLAN AOTN ACTIVITY (ANALYSIS OF ORGANIZATIONAL TRAINING NEEDS)



When the person is assigned the tasks and he has assessed whether there is a need of
improvement. If there is a need of improvement then to fill the gap between the actual and
desired level of skills the employee need to be trained (Organizational Training, n.d). So the
person needs to identify the areas where the skills of the individual need improvement. There are
many techniques that can be used to plan the AOTN process. All these would be dependent on
factors like size of the organization, the structure of the organization, centralized or decentralized
organization, hierarchy, location of the employees located etc. The following techniques used
can be:



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        Interview
        Telephone Interview
        Group Discussion
        Questionnaires
        Delphi Technique
        Video Conferencing
        Observation
        Focus groups
        Tests
        Records & report studies



We will be continuing with the same problem of the bank. For AOTN, we will be taking
interview from the employees as well as the customers to find out the problems. Besides
interviewing we will also be observing directly. We will try to find out whether people are
having fewer skills, are they not competent enough. As when a post dated check is passed the
customer will never be satisfied or when a customer has been made to wait for a long time then
also they will never be satisfied (Mcconnell, 2003).

So the responsibility of the person appointed is to identify if there is a need for training or not
and this will be done by either of the techniques mentioned above.




Gather and Analyze Information to discover problems And Performance issues



In the next step we will be gathering the information so that the problems can be identified. For
instance, if the person uses the option of interviewing then he needs to prepare series of
questions before taking the interview (Organizational Needs, n.d). During the interview, the
person can also ask the interviewer about the suggestions to solve the problem. The more
relevant information is collected the more chances the person has to analyze the problem and
reach at an appropriate solution.


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Additional Investigation to divide Causes from Effects



Now the person needs to collect and identify the areas where there are problems being faced
either they lack the knowledge and skills, they have motivational issues or environmental.
Details of causes of problems are listed below and these are the basic reasons why employees do
not perform well.


Lack of Skills, Knowledge & Information:

These are mostly an employer responsibility - need to supply training, information and train how
to use or collect readily available information.

        Never had them
        Needs practice
        Can't apply them
        Does not know expectations
        Does not have current data
        Cannot apply information that was there
        No guidance provided
        Decision making required in the job


Motivational & Incentive Issues:

Employer and employee are jointly accountable – these issues involve mutual discussion.
Employees are needed to be motivated and given rewards for their performances.

        Are more efforts required than the rewards?
        Unpleasant working conditions
        Are rewards given for nonperformance



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         Is staff unaware of value of the products
        Things and people that make work punishing (feels they are working in a hostile
         environment)
        Personal attitudes and issues


Environmental Issues:

It is the Responsibility of employer- to overcome theses he has to redesign.

        Unrealistic standards                                               Process needs improved
        Poor work station design                                            Rules not clearly defined
        Inadequate tools available                                          Chain of command not clear




Personal Issues:

There may also be some sort of personal issues with the Employee and it is his responsibility to
overcome these issues.

        Substance abuse
        Emotional health
        Physical health
        Lifestyle

Continuing with the same problem as we were considering about the bank the issues were staff
not treating the customers well is also because of lack of motivation and interest in the job and
for this reason the customers have been made to wait long for their turn. By observation we
found out that sometimes staff members do not give priority to the customers. They make
themselves busy in their routine activities whereas they should give priority to their customers
first. The cashier pass post dated check because he was not been able to concentrate well because
of the lack of interest in the job.




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An employee might just need some sort of motivational help and if this is the reason then by
motivating him like by rewarding, providing incentives, recognizing his achievements etc can
increase the job performance. If incentives are increased and they are provided more amount of
motivation then their interest in the work will definitely increase which will lead to increased
performances.




Create and assess Solutions Match to Causes
This is an important step in the whole process because the solution to the problems and issues
raised in the previous steps will be generated here. The solution provided should decrease the
gap between the desired and the actual job performances of the employees which would
ultimately decrease the gap between the organizational desired goals and the actual achieved
goals.

Prioritize: It is important for the employees to prioritize what is most important and what is to
be achieved in the shorter term, what are the long term goals etc. for instance if a customer is
waiting for his work then it is the priority of the employee to deal with the customers first then
go to his routine work.

Training Proposal: As the training need is identified training proposal is to be made. There may
be different ways of training employees:

    1. One on one training or coaching in the workplace.
    2. Self directed learning – e.g. using written instructional material or written guidelines or
         instructions.
    3. Short-term training courses
    4. Long term courses e.g. Certificate, Diploma, Degree or Higher Degree courses.
    5. Short term projects.
    6. Mentoring.

The right type of training selection is important in order to eliminate or decrease the problems
faced by the organization.


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If the appointed person thinks that the bank staff does not have adequate skills and knowledge
and as they lack important knowledge so they are to be trained. The training could be short term
which might be able to resolve issues. This training can be either internal or external. For internal
training a person within the organization will be training the staff members, helping them out,
solving their issues etc. and for external training a person outside of the organization will be
required to train the employees.

The training should be the solution for the issues and problems faced by the organization’s
employees and this should also ultimately be the solution of the organization as well.

So, if we come back to the issues bank staff not treating the customers well then they need to be
trained that customers are the key for any businesses and the importance of building good
relationships with customers. Similarly, the other issue faced by the staff members of cashing out
a post dated check will be solved if the cashier is well aware of what he is doing and taking
interest in the work.

Therefore, the staff members are to be provided training and lectures on topics which could
increase their motivations in their work and value their customers.




REPORT THE RESULTS

Once it is identified what are the objectives of the training and how to go about the training
program then the person needs to Write Reports or prepare a presentation that should be stating
the end product or change after the training program. The objective is to train them the value of
satisfying customers in fact not just satisfying them but delighting them as well.

Report vs. Presentation

There are positive and negative points of both the Report and the Presentations:

Advantages of Report:

        Source Document can also be represented


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        Detailed information can be listed
        Analytical Argument
        Complex Graphs can be explained

Disadvantages of Report:

        Many people might not read the report
        Lots of effort is required to prepare the report
        Report might be rejected
        Detailed Response is required

Presentation Advantages

        Immediate response from the audience
        Access to senior management of the company
        Discuss objections
        Objectives of the presentation could be clearly explained
        Answer the questions and queries of the audience
        Can obtain commitment for actions
        Can gain resources

Presentation Disadvantages

        Limited detailed
        May appear Superficial
        Time constraint


So the person should decide against the report and the presentation. The decision between the
two will be taken on the basis of response time needed from the audience, the complexity of the
analysis of the data, the no of people to be informed about the analysis, their location, their
availability etc. Also sometimes the person does not have the option but the management asks
him to prepare either a report or to give a presentation.



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Putting the Proposals into practice



After the proposal has been made the next important step is to implement what you have
analyzed and how the issue can be solved. Implementing the proposal is just simply not enough.
You have to see the effects of the process and check the results.

The results can be verified or checked by:

        Asking the staff member to evaluate his or her own effectiveness in the task.
        Ask yourself whether the performance gaps that were the reason for the training are still
         there.
        Look at the work area to determine whether there is still evidence of a deficiency in skills
         or knowledge.

If the performance gap is still there or the customers are still dissatisfied and the employees do
not increase their involvement in their work then you need to look more closely at the reasons for
it and determine whether the training solution selected was correct for the identified problem or
whether there is another performance issue that needs addressing. But if the customer
satisfaction level increases and the involvement of the employees increase then the training
program has been effective.

If the proposal is not the solution then the person should go back to the step 4 and needs to
further have investigation.


References



        Mcconnell, John H. 2003. How to Identify Your Organization*s Training Needs - A
         Practical Guide To Needs Analysis. Retrieved March 20, 2010 from
         http://www.flipkart.com/book/identify-your-organization-training-needs/0814407102




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        Organizational Training, n.d. Retrieved March 20,2010 from
         http://www.worldbank.org/ieg/training/diagnosis.html
        Organizational Needs, n.d. Retrieved March 20, 2010 from
         http://www.cce.ateneo.edu/index.php?p=392&c=23




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DOCUMENT INFO
Description: This document is a report on how an organization can analyze its training needs. The report describes the reasons why organizations need training and provides methods and techniques to help train staff and improve existing training programs. This document is useful to small business owners who have already identified, or still need to identify, training needs within their organization. Recommendations and methods are provided to implement the training.