4 For newly created jobs, trainers often do not have job incumbents to rely on for this information. Rather, technical diagrams, simulations, and equipment designers can pro- vide information regarding the training requirements, tasks, and conditions under which the job is performed. Another source of information for companies that have introduced a new technology is the help desk that companies often set up to deal with calls regarding problems, deficiencies in training, or deficiencies in documentation, software, or systems. 5 Help desk management software can categorize and track calls and questions by applica- tion, by caller, or by vendor. Report creation capability built into the software makes it easy to generate documents on user problems and identify themes among calls. Analyzing these calls is practical for identifying gaps in training. For example, common types of call prob- lems can be analyzed to determine if they are due to inadequate coverage in the training program and/or inadequate written documentation and job aids used by trainees.
108 Part 2 Designing Training Online technology is available to monitor and track employee performance. This infor- mation is useful for identifying training needs and providing employees with feedback regarding their skill strengths and weaknesses. In call centers, for example, technology provides an ongoing assessment of performance. 6 An employee who triggers the online system by failing to meet a defined standard, such as receiving more than five callbacks on an unresolved issue, is automatically referred to the appropriate job aid or training event. As shown in Table 3.2, online technology has several advantages: It provides an objective Technique Advantages Disadvantages Observation • Generates data relevant to work • Needs skilled observer environment • Employees’ behavior may be affected by • Minimizes interruption of work being observed Questionnaires • Inexpensive • Requires time • Can collect data from a large number • Possible low return rates, inappropriate of persons responses • Data easily summarized • Lacks detail • Only provides information directly related to questions asked Interviews • Good at uncovering details of • Time consuming training needs as well as causes of and • Difficult to analyze solutions to problems • Needs skilled interviewer • Can explore unanticipated issues that • Can be threatening to SMEs come up • Difficult to schedule • Questions can be modified • SMEs only provide information they think you want to hear Focus Groups • Useful with complex or controversial • Time-consuming to organize issues that one person may be unable • Group members only provide or unwilling to explore information they think you want to hear • Questions can be modified to explore • Group members may be reluctant to unanticipated issues participate if status or position differences exist among members Documentation • Good source of information on •
- Spring '14
- Skill, trainee, person analysis