Conduct a Needs Assessment of bank of America customer service call center.
Include the below points and provide detail explanation for the below mentioned points.
Training and developmental processes begin with a needs assessment. Given the economic pressures that businesses face today, it is imperative that those needs be connected to specific organizational performance issues.
There are three different forms of analysis you will need to complete:
Organizational Analysis involves determining the appropriateness of training, given the organization’s business strategy, its resources available for training, and support by managers and peers for training activities.
Person Analysis involves (1) determining whether performance deficiencies result from a lack of knowledge, skill, or ability (a training issue) or from a motivational or work-design problem; (2) identifying who needs training; and (3) determining employees’ readiness for training.
Task Analysis identifies the important tasks and knowledge, skill, and behaviors that need to be emphasized in training for employees to complete their tasks.