learning process – training process

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Page 1: Learning process – training process

8/8/2019 Learning process – training process

http://slidepdf.com/reader/full/learning-process-training-process 1/10

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8/8/2019 Learning process – training process

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OBJECTIVES

The reasons for high level of customer

complaints

Problem illustration of the unit

To find relevant solutions

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8/8/2019 Learning process – training process

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Floated questionnaires for customer feedback:

yMost frequent answer was lack in case

resolution ability.

Arranged one on ones:

yMost frequent answer was lack of adequate

knowledge on problem solving/case

resolution.

Proposal to develop a training on ³Problem

solving in an organization.´

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8/8/2019 Learning process – training process

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DAY /

TIME

9:30AM TO

11:00AM

TO 11:15

11:15 AM TO

12:45 PM

TO 1:30

1:30PM TO

3:00PM

TO 3:15

3:15 PM TO

4:00PM

MON INTRODUCTI

ON T

AFFINITY L

SCAMPER

FISH BONE

TUE RECAPKNOWLEDGE

SHARING

WORKSHOP

KNOWLEDGE

SHARING

WORKSHOP

KNOWLEDGE

SHARING

WORKSHOP

WED MOCK CASE

RESOLUTION

MOCK CASE

RESOLUTION

BRAINSTORMI

NG SESSIONS

BRAINSTORMI

NG SESSIONS

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Awareness ---- Introduction

Comprehension ---- Affinity,

Scamper,

Fishbone

Application ---- Mock Case Resolution

Synthesis ---- Brain Storming

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Questionniare1: Customers

Questionnaire 2:for Reporting Managers

Questionnaire 3:for Team Members

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Evaluation of survey results:

1) Majority positive feedback: training process

was effective.

2) Not satisfied with the sessions: revise andredesign a program.

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