Reference no: EM132739652
Needs Analysis -
As our company grows it has become clear that there is a strong need for a skills training program as we did not put one in place in the beginning. Most of our initial hires were friends and family who have extensive knowledge on everything cannabis. Now that we are taking on new hires to replace those who have moved on, we noticed that they are unable to provide our customers with the same level of knowledge as those before them. It is understood that with a proper training process in place we will be able to provide current and future employees with all the knowledge, skills, and attitudes required for the job.
We noticed a steady decline with customer satisfaction which in turn impacted our sales negatively when we brought on three new recruits a few months ago. The new hires were interviewed and selected based off of their basic understanding of marijuana. However, their basic knowledge did not translate well to our customers as they could not provide answers to our customers' questions beyond how many grams make up an eighth. This poses an issue as our company has always put a lot of emphasis on making sure our customers know what they're buying and that it is the right product for them. Now we must put an emphasis on training those we have brought in and those we have yet to hire so that we can continue to take pride in our customer care.
Healthy Harvest requires that our employees are able to provide customers with information on the health and wellness benefits associated with marijuana use as well as information on the different varieties and flavours available to them. It is important to us that our employees take their role here seriously as they are viewed as an advocate for the cannabis industry.
To ensure all our employees are able to educate our customers further we will provide training for all current and future employees. The training will focus on providing extensive knowledge on all things cannabis. Once our current employees have a better idea of what information they are expected to provide to our customers we as a team will have a better idea of what abilities to look for in our future recruits.
One of many feasible alternatives to a formal training course would be external, vendor- offered training. We have decided to go a different route and provide in-house training as it is budget friendly and can be personalized to our companies' needs.
To collect data for our needs assessment we will start off by having all employees take an anonymous online survey focused on their company, product, and customer needs knowledge. This method will provide us with information on where our strengths and weaknesses are as a team. We will also evaluate all employees individually to see where more training is needed and where employees excel. Our third data collection method will be conducted after training. We will provide customers with a survey asking if they've noticed any improvements in our employees knowledge about our products. This survey will include a comment box to allow for feedback on how we can improve upon our customer service.
Describe how you would evaluate your training program at each of Kirkpatrick's four levels:
o Level 1 Reaction: (provide sample of your evaluation)
o Level 2 Learning
o Level 3 Behaviours
o Level 4 Results
Provide examples or a sample of your evaluation tool/method for levels 2, 3 and 4.
Note: the fifth level (cost/benefit and ROI will not be included in this project)
Be sure to integrate your needs analysis into your explanations.