Question
Activity 1
1a. Agree an opportunity to evaluate an L&D activity/session. In conjunction with
any other key stakeholders of the session, determine the criteria you will use as
the basis of the evaluation and the related information you will need to collect.
1b. Use appropriate methods and evaluation tools to collect the required
information.
1c.Analyse the information and draw evaluation conclusions.
Activity 2
Following Activity 1, produce an Evaluation Report in which you explain:
key reasons for evaluating L&D activities
different levels of, and approaches to, evaluating L&D activities
the criteria, information and collection methods you used in this evaluation
your evaluation findings (presented in a range of formats e.g. text, tables,
charts and diagrams) and related recommendations
Solution
Activity 1: Information or notes collected for the ILN
2.2 Information Collected for the Individual Learning Needs (ILN) and Methods of Collection
The ILN is the customer service representatives. In a banking sector environment, they play the role of linking the bank to the customer. This is by interacting with bank customers to provide them with information for addressing inquiries on products and services offered. For instance, a customer representative would assist a customer in resolving an issue if they cannot access their account or informing customers on new opportunities provided by the bank. In the bank of the author, the customer service representatives are involved in sales of personal loans, credit cards, accounts opening and customer experience. In this case, the representatives must be provided with learning opportunities to gain the essential skills, knowledge, tools, and competencies necessary for effectively serving the customers of such an organisation. The outcome of successful identification of their ILN would lead to improved customer support, product or service adoption, higher productivity, and higher customer satisfaction.
From the identified ILN, the information to be collected would include the required skills for the representatives, experience, customer service excellence, customer relations management system, product knowledge, and skills and their understanding of government regulations such as retail banking mandatory certification by regulator. The methods used in the collection of the information include the questionnaire and interview with division heads.
Questionnaires– A questionnaire is comprised of closed-ended questions that are used to gather information from the respondents on specific areas of focus (See appendix 1). In some instances, a questionnaire can comprise of open-ended questions for text responses. Its advantage is that it provides broad view and individually tailored feedback for creating a personalized training plan owing to the gaps and potential. It is also possible to set priority and best timing and justification of a proposed subject area. Nevertheless its disadvantages include complexity faced in gathering of information as it is made of multiple question answers and potential of being unrealistic.
Manager Interviews– This approach involves the use of open-ended questions where the respondents are asked on their views and opinions (See appendix 2). This approach provides an improved understanding of the expectations and the issue of focus. This is as opposed to its time-consuming nature and the possibility of being affected by the effect of bias.
2.3 Identification of the Learning Needs
From the information collected for the ILN, the primary learning needs would include the following;
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