Needs Assessment Assignment One HRMG3505

Due Date: October 16, 2019

Purpose: To acquire information to validate or to inform decisions around Training and Development
initiatives

Example: Top management has indicated that they believe customer service is falling short and that
employees in the call centre need customer service training.

What do we need to know to validate this as true and what things do we need to know to develop an
effective intervention?

Assignment One:

1. Briefly describe the organization in terms of mission, values, and goals and objectives. Describe
the current/present state of affairs and what “should be” or what is desired. Marks (5)

Keep in mind that this is a plan to implement a needs assessment in terms of your thinking and
rationale. You are not actually doing the Needs Assessment at this point.

2. Using the handout provided to you, identify the sources of information that you would address
at the learning/ individual level, the organizational level, and the task level. Your completed
strategy should identify:

 Specific information required (Questions that you are asking yourself to support the
analysis)
 Sources of information
 Data gathering methods used

Use your text Chapter Three as a resource to help you with the methods. The internet will also serve as
a good reference at this point. Marks (15)

Example of Format: This is a sample only. Please do not rely on this as a copy for what you might
identify. Apply your personal thinking to the assignment.

Level Information Required; Source Method

Questions you would
ask yourself?

Organizational  How does this  Ipsos Reid Surveys Review of stats

organization compare  Customer Service
to similar organizations Reports
in terms customer  Internet
service?
 Internal Customer Document Review
Service Reports
  What is being said by  CEO; Senior Interview
others with respect to Management
customer service?

Board members Interview

 What does the Board Meeting Minutes
have to say? Strategic Plan Document Review
 What is the strategic
direction of the
organization?

Person/Performance  What specific Managers Interview

challenges do
managers see their
employees facing on
a daily basis?
 What challenges do Employees Interview
employees see Survey
themselves facing?
 Do employees feel Employees Interview
that they have the Survey
necessary skills to do
the job?
 How would
employees rate Employees Interview
themselves in terms Survey
of customer service?
 What do employees
think that customers Employees Interview
and managers are Survey
saying about their
performance?
 What kind of
feedback is given to Managers Interview
employees on their Employees Survey
performance?
 What do employees Employees Interview
feel would best
support them in
doing their job?
 What incentives are
provided for good Managers Interview
employee
performance?
 How do employees
feel about their Employees Interviews
jobs/their
managers?
Task  What KSAO’s are Current Job Description Document Review
required for the job? HR and Managers Interview

 What are the key Employees Survey

components of the Managers Observation
job? Interview
 What are the most
critical skills and Managers Interview
competencies Employees
required for Subject Matter Experts
successful
performance?

3. Explain your rationale to support your choices of methods for attaining information (why are
you doing what you are doing and why does it make sense for the organization and specific
position that you have identified in section one) Provide examples of the questions that you
might ask to identify needs at each level (this may have been identified in the preceding section.
Identify and describe any other implications that you may consider when conducting your Needs
Assessment. Marks (5)