Needs Analysis Report: HRMT 160, Training & Development, PCU, 2018

This report provides a comprehensive training needs analysis for Peoples Credit Union, prompted by increasing customer complaints regarding rude and unhelpful customer service agents. The analysis identifies a gap between the desired state of high-quality customer service and the current state of under-trained employees. It suggests implementing on-the-job training for new recruits and upgrading training programs for tenured employees, focusing on banking knowledge and customer service skills. The report outlines steps for organizational, task, and person analysis to identify specific training needs and obstacles. It concludes that addressing these training gaps is crucial for improving employee performance, customer satisfaction, and achieving the Credit Union's goals. Desklib offers similar solved assignments and resources for students.

Running head: TRAINING AND DEVELOPMENT
Training and development
Name of the student:
Name of the University:
Author note:

1TRAINING AND DEVELOPMENT
Gap analysis
The Peoples Credit Union is one of the well-known company that assists the
customers with financial advice, products and services (Peoples-credit-union.com, 2018).
However, in recent times, the company has been facing certain challenges and this has lead to
customer dissatisfaction. In the below discussion certain current status is highlighted for the
purpose of analysing the gap between the current status and the status that the company aims
to achieve.
Current state
 The customers’ complaint regarding rude behaviour and lack of knowledge about the
information they tend to offer to their customers. This have left the customers with
dissatisfaction.
 It has been observed that the training and development strategy that the company has
adopted is not up to the mark and as a result of which the staff members are not able
to execute quality performance.
 The new recruits of the company does not acquire sufficient amount of training and as
a result of which the staff members cannot deliver the performance that the customers
expect to satiate their banking needs.
 It has been even observed that the company’s one of the goals is to provide its
customers with quality customer service however, due to the inability of staff
members performing poorly the company is lagging behind in achieving their goal.
Desired state
The company wants to improve its current status and desires to achieve the following list of
developments –

2TRAINING AND DEVELOPMENT
 To increase the quality of services in order to fulfil the significant goals of the
company.
 To introduce an on job training session for a period of at least a month for the new
recruits.
 To take necessary steps in order to improve the training and development strategies of
the company.
 To increase the rate of customer satisfaction by delivering quality services to the
customers and therefore decrease the complaints from the customers regarding the
services offered by the bank.
Training programme to address the gap
From the above discussed analysis it has been observed that the company’s key
challenge is the increasing amount of complaints from the associated customers regarding the
services offered by the company. The staff members that are associated with the company are
not able to deliver quality performance and as a result of which it is leaving the customers
with dissatisfaction. Henceforth, it can be rightly said that the company needs to provide the
staff members with a well-constructed training and development programme so that they
could efficiently deliver the performance that they are required to deliver (Arthur, Edens &
Bell, 2013). The new recruits that are hired do not receive sufficient training. It is essential to
provide the new recruits with on job training so that they get better practical knowledge
related to their job role and can eventually deliver quality performance. It is evident that the
customer complaints are mostly related to customer service agents of Peoples Credit Union
that do not have the sufficient knowledge related to banking. Henceforth, it can be said that
along with the training programmes, the recruitment procedure must also be well-constructed
so that they could hire candidates that have basic skills related to this job role.

3TRAINING AND DEVELOPMENT
Steps to take at Organisational analysis
Organisational analysis is a procedure with the help of which a company or an
organisation is able to analyse the working environment, operations and developmental
strategies of the company (Dermol & Čater, 2013). This analysis helps the organisation to
bring out the obstacles or challenges that the company is going through. Some of the steps
that the company can take at the organisational analysis level are as follows –
 In order to carry out organisational analysis and detect the gap that is present within
the company the first step that the company must take is to identify the goals and
objectives and clearly disseminate the goals of the company to the new recruits of the
company.
 The second step that the company shall be initiating is to conduct a SWOT analysis
that will help the company to determine its strengths and weaknesses (Phadermrod,
Crowder & Wills, 2016). It shall even find out the potential threats and opportunities
where the company can take steps to improve and develop.
 The third step would be conduct a skill analysis that shall help the company to detect
the skills or needs that the workforce of the company requires in order to accelerate
the rate and quality of performance delivered by the employees (Elo et al., 2014).
 The results obtained from the above mentioned analysis shall be reviewed by the
organisation and necessary strategies shall be constructed in order to overcome the
gaps.
Task analysis
For the purpose of being more efficient and enhance the quality of performance the
company shall conduct task analysis. The following steps shall be taken in order to initiate tsk
analysis –

4TRAINING AND DEVELOPMENT
 The first step is to implement a process of time recording so that the organisation can
record the amount of time required for completing a certain task.
 The second step that shall be executed by the company prioritising the decisions that
shall be taken up by the company in order to improve or enhance the performance of
the employees. Prioritisation is the step where the company will analyse the strategic
decisions taken up by the company. It is in this step where the company shall review
the essential resources required by the employees in order to improve or complete
their tasks efficiently.
 The third step that shall be taken up by the company is to monitor the strategies taken
up by the company to improve task related performance of the employees. This shall
be executed by analysing the key performance indicators that will help to review the
efficiency of the strategies taken up by the company to improve employee
performance.
 The following step is to analyse the results gathered from the monitoring procedure
and then compare it with priority time plan. This analysis will help the company to
detect the incompatibility between the time plan execution and the prioritisation step
taken up by the company.
 Lastly, the optimisation of strategic decisions and priorities time plan is assessed in
order to increase the efficiency of the measures taken up by the company to bring in
improvement in performance of the employees.
Person analysis
In order to efficiently conduct person analysis, the following steps shall be taken and
they are –
 The first step that the company shall take is to define and determine the desired
performance that the company seeks from its employees. This shall enable the

5TRAINING AND DEVELOPMENT
company to draw out comparisons between the performance level of each staff
members against the standards for the purpose of detecting any incompetence’s and if
there is any nned for training.
 The consecutive step shall be to determine the comparison between the desired
performance that the company aims to achieve and the actual performance that the
company is producing. This shall be obtained with the help of data work samples,
observations and others.
 The third step is to identify the obstacles that come in way of achieving the desired
performance. Identification of obstacles can be obtained by determining the source of
the gap between the actual and desired performance of the employees. The
identification of these problems shall help the company to structure their strategies
with the help of which they could enhance the employees’ performance and can
increase the productivity of level of the employees.
 The last step shall be to implement most suitable strategies after reviewing and
evaluating the data from the above mentioned analysis. The data obtained shall help
the company to structure the most appropriate strategies that shall be implemented to
enhance and develop the performance of each employee associated with the company.
Challenges team could encounter
From the above discussion it can be said that the need analysis is extremely essential for
this company as the employees are suffering from performance challenges that is affecting
the productivity as well as the reputation of the company. However, the major challenges that
the team members are facing are the lack of training programmes executed by the company.
The training and development strategies must be upgraded for the tenured employees along
with the newly recruited employees as well. The newly recruited employees must be given on
job training sessions that shall increase their practical knowledge to a significant level. In

6TRAINING AND DEVELOPMENT
addition to this, the tenured employees shall be given frequent training programmes related to
banking from banking professionals and expert. This initiative shall enhance and develop the
skills of the existing employees even more and ultimately affect upon the performance level
of the employees. These steps can significantly accelerate the rate of the performance and can
achieve the desired performance that the company wants to achieve. It shall even help the
company to achieve the goals and objectives of the company that is to provide quality
services to the customers and maintain a strong customer relationship for a long term.

7TRAINING AND DEVELOPMENT
References
Arthur Jr, W., Bennett Jr, W., Edens, P. S., & Bell, S. T. (2013). Effectiveness of training in
organizations: A meta-analysis of design and evaluation features. Journal of Applied
psychology, 88(2), 234.
Dermol, V., & Čater, T. (2013). The influence of training and training transfer factors on
organisational learning and performance. Personnel Review, 42(3), 324-348.
Elo, S., Kääriäinen, M., Kanste, O., Pölkki, T., Utriainen, K., & Kyngäs, H. (2014).
Qualitative content analysis: A focus on trustworthiness. SAGE open, 4(1),
2158244014522633.
Peoples-credit-union.com | Mission/Vision Statement. (2018). Retrieved from
https://www.peoples-credit-union.com/about/mission-vison/
Phadermrod, B., Crowder, R. M., & Wills, G. B. (2016). Importance-performance analysis
based SWOT analysis. International Journal of Information Management.