Assignment 1: Organizational Front End Analysis
Assignment 1: Analyze Training Needs
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Select or create an organization for assignments 1-3 The organization I choose is Capital One Credit Card Services, With the focus on their customer service call center. In this first assignment, you will develop a training needs analysis (TNA) for your chosen organization. A complete TNA usually has these 5 items. For this assignment, you will work on items 1-3 only.
1. provide information about the organization and its needs regarding the training issue
2. determine the group or individuals who will receive the training
3. identify the training issue and expected performance, providing a training needs assessment questionnaire
4. identify performance gaps and detail how training can help close those gaps
5. include at least three training outcomes, based on the TNA
You will probably not have the time or resources to implement the questionnaire or compile all the organizational and training-specific information necessary to complete the TNA. (If you are able to get real data and results, great! Otherwise, be creative and fabricate results.) The goal is to understand how a TNA is done effectively and to practice completing one.
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