Introduction
A needs assessment can be defined as "a
planned research study with the goal of recommending
interventions that optimize those aspects of
human performance which will impact important
operational outcomes. Interventions may be aimed at the
organizational, process, and worker task levels."
Process summary
The table and
illustration below summarize the needs assessment
process. Training is one of the possible interventions,
but by no means the only one.
|
Stage |
Example |
|
Define operational goal. |
 improve service quality
|
|
Specify measures of goal. |
survey score
number complaints received |
|
Identify process/job/tasks linked to goal. |
account approval process
CSR responds with empathy to customer's situation |
|
Identify what support workers need to perform tasks
effectively. |
job standards tied to operational goals
feedback and incentives tied to operational goals
knowledge and skills |
|
Identify interventions to provide support. |
revised job standards
aligned feedback and incentives
training and job aids |
Reactive or proactive
The table below shows the two basic types of needs
assessment.
|
Type |
Description |
Examples |
|
Proactive
Top-Down |
Supporting strategic goals of the organization. |
preparing for new automated tracking system
make changes now so something doesn't break
later |
|
Reactive
Bottom-Up
|
Solving problems:
What is the problem?
What are the solutions?
|
too high a product reject rate
something is already broken and needs to be
fixed
|
The training needs assessment
Once training has been decided on as the appropriate
intervention, a training needs assessment will typically
progress through these stages:
Document important features of the audience.
Document constraints on development and delivery of the
training.
Use performance data and (often) subjective data to
define the major
learning objectives, and
knowledge and skills to be acquired.
Determine whether the operational goals require an
intervention to
inform or to perform and, if to perform,
determine whether tasks are procedural or
principle-based.
Determine the instructional architecture most
appropriate to the goal.
Determine delivery methods: e.g., workshop or
e-learning.
Define what types of support devices are needed: e.g.,
job aids or epss.
Identify course content specifications: e.g., outlines
or structure charts.
Spell out the logistics of course development and
delivery.
Document the evaluation plan for the training.
|
