Training_and_Devlopment

| Training and Development By Abstract Choosing the right training and development program is imperative for the success of any company. The training and development program should be comprehensive and have positive results when evaluated for effectiveness. This paper discusses the training need analysis required to identify if training is needed, lesson plan, training evaluation and methods of training Training Need Analysis Comcast is a cable communications company that has approximately 100,000 employees worldwide. They offer video, high speed internet, voice over internet protocol telephony, and interactive media services worldwide. These services are offered to both business and residential customers. Their customer services can be broken down per the following data: * 23.9 million cable customers (video) * 15.3 million high-speed internet customers * 7.0 million Comcast Digital Voice customers (VoIP) All the aforementioned customer related services are installed by Comcast trained communication technicians or third party contract affiliates. One of the biggest issues Comcast faces right now is the increased number of failed installs, repeat trouble calls for the same problem, and craftsmanship issues within their technical operations department. Conducted will be training needs assessment that includes an organizational analysis, task analysis, and a person analysis to show how training will benefit Comcast as a organization and help them achieves their goals set in their strategic plan. Organizational Analysis An organizational analysis survey will be performed by upper management. The assessment will address whether or not a training program will help Comcast follow its strategic plans and stay focused on its desired strategic direction. A sound technical training program will positively affect the relationship between Comcast and their customers in a positive way and reduce the number of repeat calls and failed installs. Having repeated trouble calls involving the same customers or a failed install where the services don’t work properly after the initial installation date, cost the customer and corporation time and money. Training will better equip the technicians with the knowledge to reduce these occurrences. This training program could build confidence in our stakeholders as well and attracting new ones. The publicity from releasing a new training program will help build consumer confidence with existing customers while hopefully increasing their ranks. The reduction of negative service occurrences will increase profit and reduce overhead. The method used to conduct this organizational analysis will be a survey completed by department heads, upper management and the human resources group. Task Analysis A task analysis will be conduct by the human resource department after the training is approved. It will be given to all the technical operations departments’ employees and management alike. It will be administered by a human resource representatives and the method used will be a questionnaire. The questions on that questionnaire will be used to assess the training needs of the technical operations department. The questions on the questionnaire will identify the task, tools and duties used in completing jobs in the technical operations departments. Task analysis is impetrate in identifying the skills, knowledge, and tools needed to successfully complete job duties in a efficient and productive manner. Personnel Analysis Personnel analyses’ will be completed by a human resource representative and by technical operations management to identify what the training need are of each employee. We will indentify the employees who need to be trained by their percentage of repeat calls, customer complaints, and their job completion percentage. Employees that are indentified by these indicators as needing training will then undergo a job literacy evaluation to see what they need to be trained on. The administration of the personnel analysis and literacy audit will be performed by a member of human resources. During the literacy audit the employees will be observed while completing their job duties to identify the basic skills needed to complete their jobs. Subsequently research will be done on what basic skills an employee must have to complete the job duties successfully. An employee interview will be conducted with the employees they believe necessary to complete the process. After gathering all the information from the research, observing the employee, and the interview, Comcast will determine what skills and tools are needed for the job to be efficient and productive. In some cases it may be necessary to develop a test that will measure if the employees have the skills to do the job. Outcome Comcast can and will benefit financially from reformed technical training program that’s more extensive and updates the employees on the latest industry technologies as a refresher. It will ultimately reduce the overhead by reducing repeat trouble calls, failed installs, loss of customers, and money spent on overtime and contractors to meet the needs of the increased work load. It will also improve their reputation, customer loyalty and expand their customer base at the same time. The training helps Comcast stay in the strategic direction they are trying to go in as well. Comcast already has the resources and information needed create a program and implement it into action. Task Analysis Questionnaire   1.  Who are the employees' 2.  What tasks do they perform as technicians' 3.  What tasks are desired'   4.  What kind of training have they received'   5. Where are the job duties to be performed'   6. What is the frequency of the job duties being performed'   7.  What tools or equipment do they use'   8. How many jobs a day are completed by one tech'   9.  How often are they evaluated or reviewed'   10.  Are there time constraints on jobs' Please describe. .   11. What happens when things go wrong' 12. Does this position require that the person hire, promote, train, discharge or evaluate others for pay treatment' 13. Do they interface with customers' If so, what is the frequency' ------------------------------------------------- Organizational need Evaluation Survey Strategic direction and goals | | Output Measures | Data Sources | When/how often | Target | | | | | | | | | Strategic direction and goals | | Output Measures | Data Sources | When/how often | Target | | | | | Outcome #1 | | Indicators | Applied to Group | Data Sources | When | Target | | | | | | | | | | | Outcome #2 | | Indicators | Applied to Group | Data Sources | When | Target | | | | | | Technical Operations / Communications Technicians Training Technical operations / communications technicians training is designed to train technicians how to effectively and efficiently install and repair digital and high definition video service, high-speed internet service, voice over internet protocol telephony service, and data service for residential and business class customers. The length of this course will be 6 – 20 weeks depending on the tier level. There are 6 tier levels of technicians. Objectives Objective 1 of this training is to retrain and refresh current employees; and update them on the latest technologies. Objective 2 is to train new employees on how to be proficient technicians. Objective 3 is to reduce the amount of repeat trouble calls caused by human error, lack of knowledge, and poorly trained employees and contractors. Location The location of this training will take place at the technical operation offices for tier 1 -3, the HUB center for tiers 4 – 5 and the head end for tier six. These locations are already equipped with the pieces of equipment they will be learning to install and repair and have all the needed tools to perform the job Tools & Materials The audio video tools needed for training and materials will be a projector, computers, and televisions. Communication tools such as RF meters, volt detectors, stripers, crimpers, pliers, clines, linemen, 18 volt drills, and miscellaneous other tools will also be required. The communication tools will vary based on the tier level of technician. Finally a foot ladder with span hooks, climbing belts, harnesses, and safety equipment will round off the tools and materials requirements. All of these materials are already located at the various tech sites that the training will be conducted at. The company will not have to purchase these items. The classrooms will be set up either as a traditional class room with tables and desks set up in rows with the instructor in the front of the class or set up so they are in a circle / square with the instructor in the middle. Prerequisites The educational prerequisites for the technical operations / communications technicians training are that each candidate must possess either a high school diploma or GED. They must pass a basic skills test that ensures they can read, write and perform mathematics beyond a high school level. The physical prerequisites for technical operations / communications technicians training are that each candidate must be able to lift 80lbs, pass an eye exam, weigh less than 300lbs, and pass a physical exam, The physical exam is required to ensure the technician will be able to work under strenuous conditions such as hot and cold weather temperatures, rain, snow, confined spaces, and at heights up to 50ft. Another prerequisite is that they have a valid state issued driver’s license with no serious offenses in the last 7 years such as driving under the influence, reckless driving, or excessive speeding. They also must have less than 3 moving violations in the last 3 years. All candidates must pass a criminal background test ensuring they have not committed any felonies, violent crimes, sex crimes, or domestic violence. Lesson Plan Every week will have the same format regardless of the tier level. The topics will vary depending on the tier. All of them will address safety and company policy regarding their job function regardless of their tier levels. The instructors will be a combination of technicians and HR members that have worked in at every tier level and performed at a level that is above average. At the beginning of the week the instructors will instruct using books, interactive computer modules, and practical hands on training. The instruction will follow with a quiz or test in mid week to ensure the students are retaining the information. The last 2 or 3 days of the week the student will ride with a senior technician at the tier level they are training for to demonstrate they can efficiently perform the task they learned during week in the classroom. This will also give the trainee a real idea of what to expect when they are on their own. For employees being retrained or refreshed, their manager must ensure they can perform the task by riding out with them to observe and evaluate them. With all new employees the manager or supervisor must ride out for minimum of 3 days after the training is totally completed to ensure the trainee is ready to be on their own. The trainee must also complete a final test, which includes a written and hands on part demonstrating they know and can perform what they have learned. Benefit of Training There are many benefits of this type of training. First, it not only gives the employee or trainee knowledge of the job functions, but it gives them a chance to show they can actually physically do the work. The cost is lower than most training because the tools and resources are already available to use. The training will help drastically reduce the number of repeat calls to the same address caused by human error relating to lack of knowledge and poorly trained employees. This in turn will reduce overhead, increase customer loyalty, and give the company a positive reputation. The net result will be an increase the company’s profits. Training evaluation Training is an essential part of a company’s success. Training and development will create a more knowledgeable, marketable, motivated, and skilled employee that will be an asset to the company they are employed with. Every training program varies depending on the company, industry, job duties and employee. Within the training program there are various components. One of these components is the training evaluation. The evaluation method I have chooses for my company is pretest, and posttest. The reason I have chosen this evaluation method is because the pretest allows the trainer to see what the employee already knows about the subject, if they are at the right knowledge and skill level to complete the training, and what subjects of the training might need a little extra time spent on them. The posttest ensures the employee had learned the subject, indentifies what areas might need to be improved within the training and allows the trainer to see how far the trainee has come since the pretest. The posttest is a very effective tool to measure how successful the training is The company I work for and will be evaluating the training for is Comcast, a cable / telecommunication company. Within this company I will be focusing on the technical operations department and within that department the communications technicians. The training is recommended to reduce repeat trouble calls to the same customer location due to failed install, lack of knowledge and skills and under trained technicians. Pretest and Posttest The pretest will vary depending on the tier level being taught in the course. If it’s a new hire then the test will consist of the mathematical, reading / comprehension, and physical attributes it takes to successfully complete the training. Refresher training will consist of what they learned when they previously took the course to see what areas they are still proficient in and what area they are lacking in and needed to be retrained on. Training a technician who is proficient at the tier they are at presently qualified for and are advancing to the next level pretest will consist of the levels they have already learned to ensure they have the knowledge and skill set to advance to the next level. This will allow the trainers to see if that employee needs a refresher course first or just doesn’t qualify for the next tier training which will ultimately save the company time and money trying to train an employee that will not successfully pass the test. The pretest will vary depending on the previous tier technician the employee is. For example if the technician is a level five the pretest will consist of question about the first four tier levels. Passing the post test or exit test will be a prerequisite of successfully completing the course. If more than a few employees fail the course then the trainer and program will be reviewed. If one or two people fail then they will be either retrained or, terminated depending on the circumstance. The post test will have two parts, the written and hands on practical. The written part of post test questions will be comprised of what the employees just learned in the course and the hands on part the technicians will have to demonstrate they perform what they learned without help. This will ensure not only they understand the knowledge part but also can do what they learned as well. A few months after the training the employees will be evaluated again to see how they are doing on their jobs. Their repeat rate will be calculated based on how many jobs they do without having any service calls scheduled within 60 days after the job is completed. If that number is under 8%, then they will be considered to be efficient employees. An example of this if an employee does 100 jobs in 60 days and only 3 of them are scheduled for another service call within that time period then their repeat rate is 3%. This means the employee is successfully doing their job. If that rate is over 8% then that employee will be evaluated by its manager and trainer to see why this happening and how it can be corrected. If multiple employees from a training class are struggling than it may be an indicator the training or trainer needs to be examined and evaluated to see if the problem lies there. A few sample questions of the written posttest for a newly hired and trained technician are below. All answers are highlighted in yellow Written Post Test Tier 1 Technician 1. What is radio frequency (RF)' A. The frequency of a radio station. B. Rate of oscillation, of electromagnetic radiation within the range of about 3 Hz to 300 GHz C. Rate of oscillation, of electromagnetic radiation within the range of about 6 Hz to 600 GHz D. None of the above 2. It is ok to ground to the following' A. A 6 gauge ground wire. B. A cold water pipe or fixture C. An electrical Box D. All of the above 3. You must use your safety belt when' A. When climbing any ladder at any height. B. When working in a attic C. When working in a craw space D. When using a bucket truck 4. You may not work in an attic when the temperature is or exceeds 85 degrees. True False 5. The maximum weight a fiber glass ladder can support is' A. 310lbs B. 400lbs. C. 300lbs. D. 375lbs. 5. It is ok to ground to a splitter. True False 6. RG 11 cable is used for drops over _______ feet. A. 500 B. 350 C. 100 D. None of the above 7. The attenuation of digital RF for every 100 feet using RG 6 cable is' A. -6 B – 5 C – 7 D. None of the above. Training Methods Choosing the right training methods is imperative to the success of any training program within a work place. There are various training methods to choose from. To choose the right method for your company one must consider the course topic. We must also consider the age, gender, level of education, and learning styles of the trainees. Finally one must determine the number of trainees and project training cost. The company where the training is going to be performed is Comcast Cable Corporation. The department is technical operations. The employees who are going to be trained are Communication / Telecommunications technicians at 6 different tier levels. The following section of my paper will discuss and analyze possible training methods for the technical training with all the advantages and disadvantages associated with each one. In the conclusion I advise which training method I believe will be fit the needs of this particular training program. Presentation Method The presentation method is when the course instructor or trainer does all the talking. One of the common techniques used is audio visual instruction. Such aides like PowerPoint presentation, films, overhead projectors and computer programs are used with audio visual instruction. The use of visual aids can really help with people that are visual learners. The use of video can help slow down or speed up a training course as well. Another presentation method used is guest speakers who are considered masters or professionals on the subject being trained. A guest speaker may lecture on the topic or certain aspects of the subject followed by fielding questions from the trainees. Guest speakers can be very helpful because it allows the trainees to ask question about the related information allowing them to retain knowledge they are lacking. One of the advantages of this training method is that it’s an inexpensive approach to training. A lot of info can be presented in a short period of time which helps speed up the course if needed. The cost of materials for presentation methods can be inexpensive as well because most companies have the resources already needed. This presentation method can be used for large groups as well. Many of the other methods cannot cater to large groups causing the company having to hold more training session which cost more money. One of downfalls to the presentation method is that not everyone learns from this method. Some trainees need more hands on training to retain the information being delivered. Another problem with the presentation method is lack of creativity, too much content, poor use of information and losing the trainees attention with some much information being delivered. Hands on Training The Hands on training method requires the trainee to be very actively involved in the training. This method is commonly used in training specific skilled trades and technical positions. Hands on training may use role playing, on the job training, behavior modeling, business games, simulations, and case studies. Hands on training has become very popular with many companies especially when training new employees. On the Job Training (OJT) Probably the most popular technique with hands on training is on the job training (OJT). With OJT new employees learn their job duties by observing their peers and doing the duties under supervision. If gives the new employees experience and a knowledge how to successfully perform their new job. Within the OJT method some more commonly used techniques are apprenticeships and self directed learning. One of the major advantages to OJT is that it cost much less than do then various other forms of training. Not many materials need to be purchased since you are using those already available for the job. No trainer salary is being paid and the new hire gets real time experience. Some of the major disadvantages are that bad habits can get passed on, many employees have different processes, and it’s unformulated. Apprenticeship Programs An apprenticeship is a combination of class room and on the job training. The student will learn the needed knowledge in the class room by a trainer then perform it during OJT. Every apprentice must complete so many hours in the class room and so many during OJT before they can be considered trained or a journeyman. The greatest advantage of this approach is that it makes for some well trained capable employees but a major disadvantage is its time consuming and it can be expensive as well. It can also be discriminating to women and monitories. There is also no guarantee the job will be available once the training is complete. Simulations With Simulations the goal is trying to replicate a real life situation for trainees to train on. Simulation require classroom training as well. It attempts to take the physical environment of the real life situation and replicate it in the classroom. An example of this would be when firefighters are training at the academy they have special building the set on fire in a controlled environment and then demonstrate and teach the trainees to put the fire out. An advantage to using simulation is that employees can get hands on training and experience in a controlled environment. It helps the employee to better understand what they are learning in the class room. A disadvantage is that it still doesn’t replicate the real environment and the human elements that come with it. It can also be costly to purchase the materials needed to build a simulator. Simulations will require more training personnel which in turn cost the corporation more in wages. Conclusion In conclusion simulation with OJT would be the best method for Comcast to train their technicians. The simulation will allow trainee to get the class room time to get the knowledge they need to perform their jobs and the practical hands on experience working with a simulated environment to practice service installation and repair. At the training facilities the company can build a small house or even use part of the training building that the employees can demonstrate what they have learned in the class room under a controlled setting. This needs to be in conjunction with OTJ training after the course is complete because there are so many environmental factors simulation cannot replicate that could put the new employee at risk. OJT will allow them to work in these conditions with the guidance of an experienced employee who has already proven themselves in similar circumstances. References Princeton University (2001) Position Data Questionnaire. Retrieved September 10, 2009 from http://www.princeton.edu/hr/comp/pdq.htm ASTD (2009) Designing a job aid. Retrieved September 9, 2009 from http://www.astd.org/NR/rdonlyres/4AF31AB9-E397-4A4B-9330-EF4F83822DBA/0/DesigningaJobAid.pdf Rossett A (1987) Training needs assessment. Retrieved September 8, 2009 from http://books.google.com/books'hl=en&lr=&id=IWBppwNMC-QC&oi=fnd&pg=PR7&dq=training+needs+assessment&ots=P5DXLG8pN5&sig=1I8_uMWJywHC6H08Mizs403aPs8#v=onepage&q=&f=false