Course Project Training wk2

Course Project Training wk2 - TNA Assignment 1 Training...

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TNA Assignment 1 Training Needs Assessment – Assignment Darwin Quintuna DeVry University
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TNA Assignment 2 Synopsis This paper will determine a Training Needs Assessment (TNA) for Verizon Wireless Corporate. The three TNA elements that will be taken into consideration are: organization, task and person analysis. Along with these elements a technique(s) will be utilized in conducting this TNA. In addition, the TNA will require a desired outcome to be utilized for the remainder of this training. The Needs Assessment The Verizon Wireless Corporate customer service department has been receiving poor customer service ratings and complaints from customers at our retail stores and via the call center. Verizon Wireless Corporate is a reputable organization that is committed to offer customers the most reliable service on the nation’s best wireless voice and data network. Because of its widely known reputation management needs to be aware of these issues and take action immediately. In order to move forward, we must evaluate the training process and proceed accordingly. Organizational Analysis Due to the high sensitivity of these complaints, management must be under full advisement of the training process. “Verizon Wireless’ integrity in the marketplace is a key component of our reputation for trustworthiness and service.” Because of its credo on integrity, training should be taken very seriously to live up to its value and fall under its business strategy with keeping to it’s’ policies and procedures. Resources must be made available in order to maintain Verizon’s reliable service reputation status in its communities. In order to maintain the
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Course Project Training wk2 - TNA Assignment 1 Training...

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