Training Best Practices:

Needs Assessment and Evaluation

Objectives
Participants will be provided the information and tools needed to conduct a basic Needs Assessment for course development. Participants will be provided the information and tools needed to conduct a Course Evaluation. Participants will be provided some tips on structuring budget requests.

Learning is provided in order to improve performance on the present job.

(Nadler, 1984)

What have you done today to enhance (or at least insure against the decline of) the relative overall useful-skill level of your work force vis-a-vis competitors? - Tom Peters Thriving on Chaos

To Train or Not
High

Problem: Low Motivation Method Assess personal consequences/ rewards system

Problem: Systemic Method Consider system issues, problem is out of control of the employee

Job Knowledge

Problem: Bad Fit Method Consider improper placement of employee in the position
Low

Problem: Lack of Knowledge or Tools Method Training

High

Low

Employee attitude/desire to perform the job

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My Favorite Two

Training Approaches
Intervention Approach Training is an intervention for solving problems involving employees. Focus is on performance and/or organizational results as corrections to problems. Steps taken when performance issue is identified. System Approach Training is a part of a continuous improvement process, fully integrated in the regular process of organizational improvement. Some steps done only once.

Instructional Design Our Focus

Analyze Analyze system (department, job, etc.) to gain a complete understanding of it Compile an inventory of all tasks associated with each job (if needed) Select tasks that need to be trained Build performance measures for the tasks to be trained Choose instructional setting for the tasks to be trained Estimate what is going to cost to train the tasks Design Develop Implement Evaluate Review and evaluate during each phase (analyze, design, develop, implement) Perform evaluations Full ISD model in Appendix Revise training system based on evaluations
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What is an Needs Assessment?

Needs assessment is the systematic effort that we make to gather opinions and ideas from a variety of sources on performance problems or new systems and technologies. Allison Rossett (1987)

Why do a Needs Assessment?

To make sure we are applying the right solution to the problem To identify what learning will be accomplished

To identify what changes in behavior and performance are expected

To determine the expected economic costs and benefits

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Steps of a Needs Assessment

Conduct Task Analysis and compile a Task Inventory Perform a Gap Analysis Select which tasks will be addressed Determine performance measures for the trained task Select Training Method Estimate training costs
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Task Analysis/Inventory
What The breakdown of performance into detailed levels of specificity Statements of
what will be done how it will be done for what end result Ex: Produce weekly summary Help Desk reports for all calls using a provided Excel template to be delivered to IT Director on Fridays.

Why
To determine the operational components of a job, skill, goal, or objective To describe what and how they are performed To describe the sequence and scope

When Whenever there are new processes or equipment, when job performance is below standards, or when requests for changes to current training or for new training are received
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Task Inventory Example

Department: IT Help Desk Analyst: Barty Crouch Job Title: Administrative Assistant Date: July 7, 2007 Department Supervisor: Susan Malfoy Job Code: 0742

Task Number and Task: 0742-1 Types orders received by mail, telephone, or in person at a minimum rate of 45 WPM into a computer database under general supervision of the Help Desk Manager to document calls. 0742-2 Receives and answers customer questions under close supervision of the Help Desk Manager in order to provide good customer relations. 0742-3 Delivers triage and delivery information received by mail, telephone, or in person under general supervision of the Help Desk Manager to fulfill customer requests. 0742-4 Acts as liaison between customer and various departments under close supervision of the Help Desk Manager in order to provide good customer satisfaction. 0742-5 Post and maintains records in a computer database without supervision to provide the department with historical records for statistical needs. .
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Gap Analysis Performance Behaviors

What Comparison of actual performance against new or existing standards

Why
To identify the performance gap between what is actually done and what is required or expected

When

An intervention is required New processes and/or procedures New equipment/hardware New Applications New technologies Change in staffing Reduction in productivity Governmental mandates Security breaches Routinely, as part of continuous improvement process
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Gap Analysis Questions

For each identified task: Determine current performance level on task Determine desired performance level Task Produce weekly summary Help Desk reports for all calls using a provided Excel template to be delivered to IT Director on Fridays. Current Performance Level Desired Performance Level

Emp. often makes Reports are fully mistakes, missing info complete and accurate approx 50% of the time every week Emp. repeatedly asks for assistance on producing report, particularly on recalculating Pivot tables Emp. is able to produce report with no assistance

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Tasks Selection
What A determination of which tasks will be addressed in the training Directs course objectives

Why
To determine the scope and content of the training When

An intervention is required New processes and/or procedures New equipment/hardware New Applications New technologies Change in staffing Reduction in productivity Governmental mandates Security breaches Routinely, as part of continuous improvement process

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Tasks Selection
Required The task/topic is required by law or for safety Risk There is a high risk if task is not done correctly The task is critical Complexity Task is difficult or complex Task is done frequently Task is time-consuming Task is critical to the performance of the role/project Team Considerations Task requires coordination with other staff or with other tasks Task is part of a collective set of tasks Performance Task is required for acceptable role performance Task distinguishes star performers

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Task Selection - example

Task Current Performance Level
Emp. often makes mistakes, missing info approx 50% of the time

Desired Performance Level

Reports are fully complete and accurate every week Emp. is able to produce report with no assistance

Select - Criteria

Produce weekly summary Help Desk reports for all calls using a provided Excel template to be delivered to IT Director on Fridays.

Include Performance

Emp. repeatedly asks for assistance on producing report, particularly on recalculating Pivot tables

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Select Training Format

What A determination of training delivery mode Why Identify the best tool for the job Determine training materials and format Begin to understand possible costs When For every training intervention or project Can be done at the task level or just generally
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Training Format Options

One-on-one/small group coaching Boot Camp small, very specialized audience Job Aid Classroom Vendor course OJT Mentoring CBT e-Learning Text-based Video Active Learning
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Budget
What do They want? The greatest needs addressed with the least cost (ROI) Structure your requests by Projects supported (the bigger the better) Productivity increase expected (SWAG!) Number of employees to affected by a particular course/product (one product, many people) Problems solved with metrics

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No money, no time, no resources

Step 1. Identify performance problems Method Questionnaire/Survey Focus group (see Lunchtime Assessment)

2. Select which tasks 3. Develop performance measures 4. Select method of instruction/setting 5. Estimate costs/budget

Use the most reported from the survey You decide based on time and resource limits for course Lecture/classroom

On location with internal SME/trainer

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Lunchtime Assessment
1. Gather a possible audience (Pizza works well.) Ask each person to write down their ten most important training needs in a particular area. Emphasize specific needs. A good format is I need to know how to 2. Capture the training needs on the white board or flip chart. Avoid duplicate answers by questioning. 3. Use a weighted voting process to prioritize the training needs across the group (sticky dots) to prioritize the list. Give half as many dots as there are items. Tell needs assessment participants to place their dots on the chart to vote for their priorities. 4. List the training needs in order of importance, with the number of points assigned as votes determining priority, as determined by the sticky dot voting process. A Step Beyond Have each person mark their top two needs on their lists of ten most important and then collect the lists. Share these Top Twos with the manager for personal development work.
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Basic Data Gathering

TYPE OF INFO needed

SOURCES OF INFORMATION
OBSERVATION INTERVIEW DOCUMENTATION

Interview/survey Review employee Observe in work files or personnel AUDIENCE audience or environment records supervisors Observe audience or expert performing Interview expert or other performers Review job descriptions, policy statements, and trouble reports Review product plans, specifications, and marketing guidelines
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TASKS

CONTENT

Observe expert Interview SMEs, or creators of policymakers, product/process marketers, or managers

THANK

YOU

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