Training Program Development
Organizational studies and human resource management,
Pages: 5 (1042 words) /
Published: Aug 31st, 2012
Components of job analysis and design The first step in analyzing the situation in the customer service call center is to gather information on the organization’s business plans, the job descriptions, job specifications, and job contexts. Then continue with studying the essential functions for each job. “The analyst lists the tasks that comprise the job and determines the skills, personality characteristics, educational background, and training necessary for successfully performing the job” (Byars & Rue, 2008, p. 66). Analyzing the situation of the customer service call center takes time and requires input from employees, managers, and leadership. The HR advisor can pursue the analysis through observation, conducting interviews with employees, and creating structured questionnaires to evaluate the situation. With all the information gathered, the analyst can start developing training programs to fit the organization and improve performance.
Techniques in developing training programs The senior leadership needs to understand that without instilling training sessions, they cannot improve their organization’s value and therefore their profit. To start
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