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Training and Development Mini Paper

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Submitted By jasoncross
Words 1715
Pages 7
Mini Paper
Name
Keller Graduate School
Training & Development
Professor
Date

The paper should incorporate concepts discussed in the text, articles, case studies, and discussions, and it should describe the methods and processes being utilized to gather the information.
“The training needs assessment is a critical activity for the training and development function.” (Miller & Osinski 2002) With the continuous customer service issues TWC is experiencing, understanding the opportunities for development in this area are key to the mission of the organization. Which is to give customers control in ways that are simple and easy, this all starts with customer service. In Colorado Springs, Colorado TWC operates its largest customer service call center. With over 800 employees on this site it’s a prime location to complete an employee survey and interviews. Both of these concepts for collecting data will be utilized to gather the information for the needs assessment.
The paper should include information regarding the three levels of analysis (individual, task, organization) and should also discuss any difficulties experienced in getting the data.
“The purpose of a training needs assessment is to identify performance requirements and the knowledge, skills, and abilities needed by an agency's workforce to achieve the requirements.” (OPM, 2014) A needs assessment is comprised of three parts, an organizational analysis, task analysis and an individual analysis. An organizational analysis evaluates the performance of the organization and determines what is needed to resolve the problem or weaknesses. In this assessment questions are being asked to employees that specifically relate to the overall performance of the company as it relates to customers. Below are questions that were asked on a Likert Scale, which was completed by multiple frontline

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