AnalysisReport

ContextAnalysis
Fornearly90years,Terminixhasbeenaworldleaderinprovidingtermiteandpest
controlservicesin47states,11internationalcountries,and864servicecentersworldwide.
Terminixofferstermiteandgeneralpestcontroltoresidential,commercialandindustrial
establishments.Theirteamofskilledentomologistshavestudiedalltypesofinsectsenabling
pestandbugexterminatorswiththeknowledgeandabilitiestogivetheircustomersthemost
completeprotectionfrominfestation.Theirphilosophyistofindwaystobetterservetheir
customersandcontributetotheprofessionalandpersonaldevelopmentofeveryindividualat
theircompany
Theclient,Terminix,hasexpressedconcernswiththeirnationalinstructorledtraining
(ILT)programwhichpreparessalesandnewhiresfortheNPMAQualityProTestandtheless
thansatisfactoryresultstraineeshaveoncetheyareinthefieldoperatingindependently.
Managementexpectsthatnewsalesprofessionalsarehighlyqualifiedintheknowledgeof
products&servicesandhowsolicitittothecustomer.Managementissupportingthe
redesigningofthecurrenttrainingprogram.

Thecurrentinstructionalmodelconsistsofastudyguidewithinstructorledtrainingthat
hasnomethodoftrackingorassessinglearnerperformancebeforetakingthetest.Thetraining
programiscausingdisruptionsingettingnewemployeestothefieldandperformingwith
confidenceandsatisfaction.Thetrainingmanualisafourchapterstudyguideusedfor
preparationandreferencematerialwhiletakingthetest.Eachchapterconsistsofreview
materials,testquestions,andanswerswithindepthexplanations.Thetrainingprograminits
currentstateisessentiallytheabilitytorecallorlocateinformationtopasstheexam.Thislow
levelofcognitivelearningdoesnotsupporttheabilitytotransferwhatwaslearnedtobeapplied
toarealworldsituation.Managementwantsthesalespeopleandnewhirestocomprehendand
applythematerialaswellaspassthetestwithoutanyassistancefromthestudyguideornotes.
OnesolutionistoconverttheILTintoaninteractiveelearningcoursewithhigher
cognitivelearningobjectives,interactiveactivities,andinformalassessmentformonitoring
progress.BasedontheinformationprovidedbytheclientandSME,theconversiontoan
elearningcoursewillimproveandstandardizelearningtoitsnationaltrainingandtest
preparationprogram.Theclientwillbeabletomonitor,track,andassesslearnersprogressto
evaluatewhetherthenewhiresarereadytoperformindependently,confidently,and
satisfactorilyforthefield.
LearnerAnalysis
Thetargetaudienceforthisinstructionalunitispredominantlymales.Theaverageageofthese
prospectivemenandwomentobetrainedis43yearsofagewithlittletonocollegecoursework
and/orcompletedhighschooleducation.Thelearnerswillbenewhiresparticipatingfrom
anywherenationallylookingtobeacommissionedsalespersonortechnicianwithTerminix.

 EntrySkills:
Therequiredskillsaresomeexperienceincustomerservice,basic
computeroperationskills&applications,andlicensedoperationofamotorvehicle.
PriorKnowledge:
LearnershaveknowledgeofTerminixasbeingpestcontrollersor
exterminators.Thelearnershouldbeabletoknowthedifferencesbetweenaninsect
versusarodent,andagelversusaspray.
AttitudesTowardContentandPotentialDeliverySystems:
Thecurrenttraining
programisseenasunsuccessfulinpreparingeffectiveandknowledgeablepersonnelto
gettothefield.Learnersgenerallyrushthroughtraining,whetherrightorwrong,so
commissionandsalescanbegin.Learnershaveverylittleornoexperiencewithan
elearningcoursemodelsothefacetofacedirectinstructionmodelistraditionallywhat
theareaccustomedtoasaparticipatinglearner.
Motivation:
Themotivationofthelearnerisbelowthestandardsexpectedbythe
company.Learnersarenotmotivatedtolearnthetraininginordertobesuccessfulinthe
field,butrushthroughinordertoacquirecommission.Inthepast,therehavebeenissues
withsalesprofessionalsspeakingofthingstheydontunderstand,whichdisplaysthelack
ofknowledge.
EducationalandAbilityLevels:
Thelearnersshouldhaveatleastahighschooldiploma
orgeneraleducationdegree(GED).Contentshouldbepresentedorwrittenwithreading
abilitylevelsofgrades5or6toensurecomprehensionandapplicationofconcepts.
AttitudesTowardTrainingOrganization:
Learnersbelievethecurrenttrainingis
effectivebutmanagementbelievesitcanbebetter.Thereareissueswiththecurrent
LMSthatneedtobeaddressedinorderforelearningtobeeffective.

 GroupCharacteristics:
Theaveragelearneris43yearoldmenandwomenthatwill
havelittletonoexperienceinsellingorservicingTerminixproducts.Learnerswillhave
littletonoexperiencewithelearning.Learnerswillbeexpectedtohaveknowledgeof
Terminixproducts,services,andoperationalprocedurestohandlecustomerneeds.
Learnersmustbeabletocommunicatewithcustomers,inspecthomes,offerproductsand
solutions,andoffersolutionswithinspecificscenarios.Thisisinformationthatgoes
beyondtheQualityProtraining.
PerformanceAnalysis
GoalAnalysis:
CustomerRelations:Salespeople,Technicians,andNewHiresbuildcustomerrelations.
AsrepresentativesofTerminixgatheringdatatoprovideaservicetoitscustomers,employees
willdemonstrateprofessionalbehaviorswhichdeveloppositivecustomerrelationshipsreflecting
themissionandphilosophyofthecompany.
Pests:Salespeople,Technicians,andNewHiresareknowledgeableaboutpestcharacteristics
andbehaviors.
Duringtheinvestigationofthecustomersproblems,concerns,orstructure,employeeswill
assesswhichtypeofpestisthesourceoftheissuebyidentifyingthepestsbehaviors,then
offeringtreatmentsuggestionsformanagingandcontrollingtheinfestation.
InstructionalGoals:
CustomerRelations

Bytheendofthetraining,Salespeople,Technicians,andNewHireswillbeableto(1)
demonstrateprofessionalbehaviorwhencommunicatingwithacustomeronthephoneor
inperson(intellectual),(2)performingsafeexpectationsandproceduresforoperatingcompany
vehicleorequipment(intellectual),(3)explainingpestmanagementwithdesignatedproducts
andservices(intellectual),and(4)implementingsalestechniquesandtacticswhichclosessales
andgeneratesnewandrepeatbusinessopportunities(intellectual).
Pests
Bytheendofthetraining,Salespeople,Technicians,andNewHireswillbeableto(1)assess
andmanagethevarioustypesofpeststhroughidentifyingthepestcharacteristicsandbehaviors
(intellectual),and(2)locatingfoodsources,breeding,living,andpointofentryareastosuggest
treatmentsforcontrollingandmanagingtheinfestation(intellectual).
LearningContext
ThelearnerswillbetransitioningtoiPadsandusingthecompanysLMStoreceivetheupdated
elearningtraining.Mostofthetrainingoccursatthebranchoffice.Sincemobiletechnologies
arebeingused,someofthelearningcanbecompletedoffsite.Theelearningcoursewillbe
transferringthemainconceptsandcontentfromthestudyguidemanualcurrentlybeingusedin
theinstructorledtraining(ILT).Theelearningcoursewillprovidemorelearnerinteractivity,
visualrepresentationsincontextwithrealworldsituations,andselfassessmentsofknowledge,
skills,andabilitieslearned.Bytheendofthetraining,thelearnerwillbeabletotransferthe
informationbeingtaughtwithconfidencetothecustomer.Theconstraintsofthiselearning
coursewillbemakingsuretheLMSoperatesandsupportsthelearnerwithoutmajorproblems,

providingsimulatedsalescallsfromcustomersconcerningproblems,andphysicallyhandling
trapsandothertreatments.

Client/sponsorsignoff

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Dr.Weaver,ProjectSponsor

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AaronSpann,ProjectManager

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BillieYoung,LeadEvaluator
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JamesBarnes,LeadInstructionalDesignerDate

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WilliamParker,SME

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