Organizational Analysis Information can be obtained by reviewing policies and procedures, job design, workflow processes, and other factors that reduce an employee’s capability to meet job performance expectations (Blanchard, 208 p. 109). The way I would determine the type of skills, knowledge, and abilities to perform the job are use resources such as the U.S. Department of Labor website to research the generic standards required to perform the job. I would also perform a “dry run” of the job to see what skills are actually required on a day to day basis.
KSAs for the Position of Customer Service Representative
1.Strong verbal communication and listening skills (U.S. Department of Labor) 2.Basic to intermediate computer and telephone skills (U.S. Department of Labor) 3.Problem solving skills (U.S. Department of Labor)
4.Good interpersonal skills (U.S. Department of Labor)
5.The ability to remain tactful with angry customers (U.S. Department of Labor)
Needs analysis survey
1.Do you feel you have strong verbal communication and listening skills? Have you received training? If so, when? 2.Have you had formal computer and telephone skill training? If so, when? 3.Explain the steps of problem solving.
4.How often do you interact with other people? How would you rate your interpersonal skills? 5.Explain what you would do with an irate customer.
Administering the Survey
My survey will be administered on an individual interview basis. I will have the employees fill out the survey and then return it for review. Once it is reviewed I will determine what training is needed and contact the specific individuals/departments for training.
U.S. Department of Labor (2008-2009). Occupational Outlook Handbook: Customer Service Representative retrieved October 12, 2008 from http://www.bls.gov/oco/ocos280.htm