for Team 2
[7/17/16]
Need
Recommended Solution
training.
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11
Solution
Description
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will help us to see what improvement need to be made for future trainings and
identify what might be missing to ensure effectiveness.
To evaluate the trainees reactions, we will ask them to complete a training
evaluation questionnaire at the end of the training. We will review the results
after the training and make any necessary adjustments before the next training
session.
Level Two Evaluation: Learn
Its also really important to identify if the trainees knowledge increased as a
result of the training. This helps to identify what trainees are retaining and helps
us to make improvement for the future.
To evaluate the trainees knowledge of the content, role-play scenarios will be
used to evaluate trainees ability to handle calls and answer questions on the spot.
Level Three Evaluation: Behavior
We also want to measure if the trainees behavior changes as a result of the
training. To do this, we would need to conduct observations to see how the
trainees are applying the information from the training directly in their job. A
rubric will be created that details the behaviors to be measured. Evaluators will
use the rubric to measure trainees progress towards mastering the skills taught in
the training. Observations will be conducted after month 3, 6, 9 and 12. Call
record analyses will also be conducted after month 5, 8 and 11 for the TOs.
Customer satisfaction and call time data will continue to be gathered in the same
manner as before the training. This data will be compared to the pre-training data
to identify how the training has affected customer service outcomes.
For management, we will ask their direct reports to complete a survey that will
ask questions about their managers current management skills. 6 months after
the training, we will send the survey to the direct reports again and review the
results which, if successful, will show positive improvements. We will also
compare data from before and after the training on employee retention to assess
how this training has improved the workplace environment.
Level Four Evaluation: Results
Finally, we will measure the results. We will want to look at the companys
overall goals and analyze the data to see if the changed behavior is having an
impact on the overall goals of the company.
PJ Enterprise Goals:
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To measure the results, we will compare the data before the training to data from
6 months and 12 months after the training to see if the training as helped
contribute to the overall company goals.
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