Walmart Customer Service Training: An ADDIE Model Implementation

This report details a training and development plan for a Walmart store in Germantown, Maryland, which is facing customer service issues. The plan utilizes the ADDIE (Analysis, Design, Development, Implementation, and Evaluation) model to address performance gaps. The analysis phase identifies customer servicing as the key area needing improvement, targeting employees and management. The design phase includes a budget of $103,000 covering direct and indirect costs, with a proposal focusing on flexible training schedules, software implementation for efficient billing, and hiring suitable professionals. The development phase emphasizes communication tools, software training, and product knowledge assessments. Implementation involves classroom and on-the-job training, with course content covering software learning, grooming, customer management ethics, and presentation skills. Finally, the evaluation phase assesses the training's effectiveness through assessments, customer reviews, and performance metrics, aiming to improve overall productivity and customer satisfaction. Desklib provides access to this and other solved assignments for students.

Running head: TRAINING AND DEVELOPMENT (ADDIE MODEL)
Training and Development (ADDIE Model)
Name of the Student:
Name of the University:
Author Note:

1TRAINING AND DEVELOPMENT (ADDIE MODEL)
The ADDIE Model:
The Addie Kirkpatrick model is one of the most used models of providing training and
development to employees of any organization that faces problems related to the employee
performance or other shortcomings in terms of productivity and revenue generation or even
overall performance (Joseph, 2015). The various steps of the model include analysis, design,
evaluation, development and evaluation. In this paper this model is applied to plan and form
framework for one of the Walmart stores. Of late this store has been facing issues related to
customer servicing and training undertaken for the same.
Analysis:
The organisation and the training issue
The Walmart store situated in Germantown, Maryland is facing issues related to customer
servicing which is adversely affecting their total profit and revenue generation and is also
harming the perception formed about them by their consumers.
Target Audience
As the major problem with performance or the performance gap has been identified in
terms of the customers servicing section. Hence, the major target audience in this case includes
the employees directly handling customers as well as the management.
Knowledge, Skill and Abilities
The major knowledge and skill deficiency include the knowledge of the various types of
products as the firm has a wide array of products spread over various stores (Beane et al., 2015).
The other skills that are lacking involve the absence of a good number of employees who can

2TRAINING AND DEVELOPMENT (ADDIE MODEL)
productively yet accurately handle the long queues of the billing section. There is also the lack of
efficient convincing skills related to courtesy in case of customer servicing over phone calls.
There is also a lack of cooperation and loyalty towards customers that needs to be addressed
during the training. All these deficiencies are to be addressed in the training and the abilities to
be productive for longer shifts and handle stress related to handling of huge numbers of
customers shall also be developed.
Objectives and Delivery Options
The major objectives of the training will include the recruitment training, leadership
skills, strategic planning and hiring the right fit for the firm (Patel et al., 2018). The major
objectives of the training for the employees will involve and include customer approach, store
involvement and product knowledge. The delivery options of the training will essentially include
both classroom training and on the job training simultaneously.
Design:
Budget
Direct Costs:
Preparation costs $
55,000
Development costs $
25,000
Training costs $
3,000
Software $

3TRAINING AND DEVELOPMENT (ADDIE MODEL)
5,000
Equipment $
10,000
TOTAL DIRECT COSTS $
98,000
Indirect Costs $
5,000
Indirect Cost Rate 100.0%
TOTAL INDIRECT COSTS
5,000
TOTAL PROJECT COSTS $
103,000
Proposal
The entire proposal for the training and development to be undertaken is summarised in the
following points:
 The training provided to the employees of the different stores will be held at different
times of the day depending upon the hours of customer rush.
 The training and development managers will also be trained to hire the perfect fit for the
firm

4TRAINING AND DEVELOPMENT (ADDIE MODEL)
 The entire time framework for the training and development project will take place for a
period of two months and every alternate two months of the year
 The training will include implementation of software so that the employees can handle
the billing in a fast yet effective way. Software will also be used to test the effectiveness
of the training imparted by giving tests and evaluating the scores of the target audience.
 The budget mentioned above mentions particulars of providing training and includes the
cost of implementation of software and the hiring of new professionals who are
experienced along with the already existing professionals providing training
 It also includes the costs of development and indirect costs related to time and evaluation
of the productivities
Development:
The program materials and activities that will be used and undertaken during the training
will majorly include communication tools, learning of software for efficient billing and the
rigorous assessments for mastering product knowledge (Collier, 2015). The employees will be
briefed about the product specializations and characteristics of the products and trained on the
aspects of greeting and welcoming customers in the first phase. This will include assessments
and grooming trainings. In the second phase further detailed product knowledge will be provided
and instructors will be used to provide training based on the techniques of handling long queues
of customers during the peak hours of work.
Implementation:
The implementation of the plan will involve providing training to the employees with the
help of instructors and classroom training programs.

5TRAINING AND DEVELOPMENT (ADDIE MODEL)
Course Format
 Three days of the week (full day), two days (2 hours)
 The productivity will be assessed based on evaluation of tests
 Program instructor and trainer will provide training
Prerequisites
No prerequisites are required for the course. However, the employees are expected to
know the basics of the software for billing that they already work on. The level of the target
audience includes intermediate level employees and the managers. The language that will be
used to deliver training is primarily English and also local languages used.
Course Content
The course will contain the following subjects of assessment:
 Software learning
 Grooming
 Customer management ethics
 Product knowledge brief
 Product knowledge in details
 Presentation skills
 Hiring skills
 Employee customer relationship management skills
Activities

6TRAINING AND DEVELOPMENT (ADDIE MODEL)
The activities will include training in the classroom and a pilot of on the job for the set of
trainees that finish the first level of training and this pattern will subsequently be followed for
other batches of employees and managers.
Evaluation:
The evaluation of the productivity of the trainees after the training is imparted is the most
important part of the training as it helps to assess the efficiency and the effectiveness of the
training and compare the benefits obtained out of the costs incurred (Alvelos, Ferreira & Bates,
2015). The evaluation in this case will be done based on the assessments of the training and the
difference in the results of the researches conducted based on the reviews of the customers. The
parameters or tools that will be used to measure the effectiveness of the training will include
behavior, knowledge, course evaluation, performance and the overall productivity on the part of
the managers.

7TRAINING AND DEVELOPMENT (ADDIE MODEL)
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Collier, P. J. (2015). Developing Effective Student Peer Mentoring Programs: A Practitioner's
Guide to Program Design, Delivery, Evaluation, and Training. Stylus Publishing, LLC.
Joseph, L. (2015). A Geographic Perspective on the Walmart Neighborhood Market. Papers in
Applied Geography, 1(4), 348-355.
Patel, S. R., Margolies, P. J., Covell, N. H., Lipscomb, C., & Dixon, L. B. (2018). Using
instructional design, Analyze, Design, Develop, Implement, and Evaluate (ADDIE), to
develop e-Learning modules to disseminate Supported Employment for community
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