Organizational And Training Goals And Objectives: A Plan For Learning And Development

The ADDIE Model

The Addie Kirkpatrick model is one of the most used models of providing training and development to employees of any organization that faces problems related to the employee performance or other shortcomings in terms of productivity and revenue generation or even overall performance (Joseph, 2015). The various steps of the model include analysis, design, evaluation, development and evaluation. In this paper this model is applied to plan and form framework for one of the Walmart stores. Of late this store has been facing issues related to customer servicing and training undertaken for the same.

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Analysis:

The organisation and the training issue

The Walmart store situated in Germantown, Maryland is facing issues related to customer servicing which is adversely affecting their total profit and revenue generation and is also harming the perception formed about them by their consumers.

Target Audience

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As the major problem with performance or the performance gap has been identified in terms of the customers servicing section. Hence, the major target audience in this case includes the employees directly handling customers as well as the management.

Knowledge, Skill and Abilities

The major knowledge and skill deficiency include the knowledge of the various types of products as the firm has a wide array of products spread over various stores (Beane et al., 2015). The other skills that are lacking involve the absence of a good number of employees who can productively yet accurately handle the long queues of the billing section. There is also the lack of efficient convincing skills related to courtesy in case of customer servicing over phone calls. There is also a lack of cooperation and loyalty towards customers that needs to be addressed during the training. All these deficiencies are to be addressed in the training and the abilities to be productive for longer shifts and handle stress related to handling of huge numbers of customers shall also be developed.

Objectives and Delivery Options

The major objectives of the training will include the recruitment training, leadership skills, strategic planning and hiring the right fit for the firm (Patel et al., 2018). The major objectives of the training for the employees will involve and include customer approach, store involvement and product knowledge. The delivery options of the training will essentially include both classroom training and on the job training simultaneously.

Design:

Budget

 Direct Costs:

 

Preparation costs

 $                                                    55,000

Development costs

 $                                                    25,000

Training costs

 $                                                      3,000

Software

 $                                                      5,000

Equipment

 $                                                    10,000

TOTAL DIRECT COSTS

 $                                                    98,000

Indirect Costs

 $                                                      5,000

Indirect Cost Rate

100.0%

TOTAL INDIRECT COSTS

                                                         5,000

TOTAL PROJECT COSTS

 $                                                 103,000

Proposal

The entire proposal for the training and development to be undertaken is summarised in the following points:

  • The training provided to the employees of the different stores will be held at different times of the day depending upon the hours of customer rush.
  • The training and development managers will also be trained to hire the perfect fit for the firm
  • The entire time framework for the training and development project will take place for a period of two months and every alternate two months of the year
  • The training will include implementation of software so that the employees can handle the billing in a fast yet effective way. Software will also be used to test the effectiveness of the training imparted by giving tests and evaluating the scores of the target audience.
  • The budget mentioned above mentions particulars of providing training and includes the cost of implementation of software and the hiring of new professionals who are experienced along with the already existing professionals providing training
  • It also includes the costs of development and indirect costs related to time and evaluation of the productivities

Development:

The program materials and activities that will be used and undertaken during the training will majorly include communication tools, learning of software for efficient billing and the rigorous assessments for mastering product knowledge (Collier, 2015). The employees will be briefed about the product specializations and characteristics of the products and trained on the aspects of greeting and welcoming customers in the first phase. This will include assessments and grooming trainings. In the second phase further detailed product knowledge will be provided and instructors will be used to provide training based on the techniques of handling long queues of customers during the peak hours of work.

Implementation:

The implementation of the plan will involve providing training to the employees with the help of instructors and classroom training programs.

Course Format

  • Three days of the week (full day), two days (2 hours)
  • The productivity will be assessed based on evaluation of tests
  • Program instructor and trainer will provide training

Prerequisites

No prerequisites are required for the course. However, the employees are expected to know the basics of the software for billing that they already work on. The level of the target audience includes intermediate level employees and the managers. The language that will be used to deliver training is primarily English and also local languages used.

Course Content

The course will contain the following subjects of assessment:

  • Software learning
  • Grooming
  • Customer management ethics
  • Product knowledge brief
  • Product knowledge in details
  • Presentation skills
  • Hiring skills
  • Employee customer relationship management skills

Activities

The activities will include training in the classroom and a pilot of on the job for the set of trainees that finish the first level of training and this pattern will subsequently be followed for other batches of employees and managers.

Evaluation:

The evaluation of the productivity of the trainees after the training is imparted is the most important part of the training as it helps to assess the efficiency and the effectiveness of the training and compare the benefits obtained out of the costs incurred (Alvelos, Ferreira & Bates, 2015). The evaluation in this case will be done based on the assessments of the training and the difference in the results of the researches conducted based on the reviews of the customers. The parameters or tools that will be used to measure the effectiveness of the training will include behavior, knowledge, course evaluation, performance and the overall productivity on the part of the managers.

References:

Alvelos, R., Ferreira, A. I., & Bates, R. (2015). The mediating role of social support in the evaluation of training effectiveness. European Journal of Training and Development, 39(6), 484-503.

Beane, A., Stephens, T., De Silva, A. P., Welch, J., Sigera, C., De Alwis, S., … & Abeynayaka, A. (2016). A sustainable approach to training nurses in acute care skills in a resource limited setting (Network for Intensive Care Skills Training, NICST). Resuscitation, 101, e1-e2.

Collier, P. J. (2015). Developing Effective Student Peer Mentoring Programs: A Practitioner’s Guide to Program Design, Delivery, Evaluation, and Training. Stylus Publishing, LLC.

Joseph, L. (2015). A Geographic Perspective on the Walmart Neighborhood Market. Papers in Applied Geography, 1(4), 348-355.

Patel, S. R., Margolies, P. J., Covell, N. H., Lipscomb, C., & Dixon, L. B. (2018). Using instructional design, Analyze, Design, Develop, Implement, and Evaluate (ADDIE), to develop e-Learning modules to disseminate Supported Employment for community behavioral health treatment programs in New York State. Frontiers in Public Health, 6, 113.