Learning and development proposal
1.0 Proposal objectives
1.1 Background
As a result of expansion and restructure of the technical and customer services division, the customers’ resolution department at XYZ telecom has experienced an unprecedented number of calls which leave the staff stressed and frustrated with their job, colleagues and the customers. To address the issue, 6 more full time employees were employed but that did not help solve the issues. After the restructure, the XYZ company has also received unprecedented complaints from customers about the frontline customers’ services and technical support. Customers have complaints that the technicians being unprofessional and unable to answer certain questions. This clearly demonstrate there is a skills and knowledge gaps among staffs in the customers’ resolution department that need to be addressed.
1.2 Key objectives
The proposal objective is to seek support for the development, coordination and implementation of employees’ engagement initiative for all employees at the customers’ resolution department. The employees’ engagement initiative will merge training and development opportunities to support learning as shared experience among the customer resolution department work group, which will help improve their competencies and hence be in better position to help the company achieve it expansion and growth objectives. The learning will also help improve employees’ satisfaction, improved productivity and feeling of empowerment which is critical to help the company achieve its goals
1.3 Need analysis conducted
As noted by Gould et al., (2004), training needed analysis is the primary functions in training development. Otherwise, without knowing which skills and knowledge that is lacking among employees, it would be difficult to design and implement effective training and development intervention. In order to have a better understanding of the competency gaps that exist among the customers’ resolution department, several need analysis methods were used. These include the observation, self-reporting survey and case study
2.0 Workgroup profile