Bank of America
The customer service department of Bank of America has one of the lowest ratings in banking customer service and has for several years. The main complaints are with the customer phone service, but many customers also complain of unnecessary account fees. As an I/O consultant for the Bank of America, I will do a needs assessment to determine if training can resolve the customer service issues. The purpose of a training needs analysis (TNA) is to evaluate the organization’s training needs. The TNA is the first step in any training and development intervention. According to Narasimhan, & Ramanarayanan (2014):
Every banker understands the importance of training programs. Training contributes quite a huge part to the growth of …show more content…
The first set of questions are interested in the organizational analysis aspect of the training needs analysis. According to Raymond Noe (2016), the questions are:
1.) How might the training content impact our employees’ relationship with our customers?
2.) What do we need from managers and peers for this training to succeed?
3.) Will employees view the training as an opportunity, reward, punishment or a waste of time?
The task analysis will ask the subject-matter expert the following interview questions:
1.) What are all the steps involved in completing the customer service tasks?
2.) What are the key decision parts within customer and employee interaction, and when do the key decision aspects occur?
3.) What knowledge, skills, and abilities are needed to accomplish the customer service tasks?
The person analysis will ask the questions:
1.) Who will receive the training and what is their current knowledge on the subject? Do they have the knowledge, skills, and abilities needed to successfully complete the training?
2.) What are the trainees’ learning styles?
3.) Who will administer the training?
4.) Does the work environment promote training and not obstruct
The customer service department of Bank of America has one of the lowest ratings in banking customer service and has for several years. The main complaints are with the customer phone service, but many customers also complain of unnecessary account fees. As an I/O consultant for the Bank of America, I will do a needs assessment to determine if training can resolve the customer service issues. The purpose of a training needs analysis (TNA) is to evaluate the organization’s training needs. The TNA is the first step in any training and development intervention. According to Narasimhan, & Ramanarayanan (2014):
Every banker understands the importance of training programs. Training contributes quite a huge part to the growth of …show more content…
The first set of questions are interested in the organizational analysis aspect of the training needs analysis. According to Raymond Noe (2016), the questions are:
1.) How might the training content impact our employees’ relationship with our customers?
2.) What do we need from managers and peers for this training to succeed?
3.) Will employees view the training as an opportunity, reward, punishment or a waste of time?
The task analysis will ask the subject-matter expert the following interview questions:
1.) What are all the steps involved in completing the customer service tasks?
2.) What are the key decision parts within customer and employee interaction, and when do the key decision aspects occur?
3.) What knowledge, skills, and abilities are needed to accomplish the customer service tasks?
The person analysis will ask the questions:
1.) Who will receive the training and what is their current knowledge on the subject? Do they have the knowledge, skills, and abilities needed to successfully complete the training?
2.) What are the trainees’ learning styles?
3.) Who will administer the training?
4.) Does the work environment promote training and not obstruct