ALHOSANI Laundry Company
EXERCISE 4: DESIGNING& EVALUATING TRAINING PROGRAM
Improving Customer Service
Assuming you have conducted Training Needs Assessment for ALHOSANI Laundry Company involvingOrganizationAnalysis(examining the environment, strategies, and resources of the organization to determine where training emphasis should be placed), Task Analysis (determining what the content of a training program should be on the basis of a study of the tasks and duties involved in the job), and Person Analysis(determining specific individuals who need training).
The outcome of your analysis showed that the Laundry Company needs to train their customer service assistant/cashier to improve their performance in line with the company's business strategy. Your task is to design a training program with the objective of improving customer service, and to suggest several methods of evaluating the training program.
A. Designing Customer Service Training Program
Instructional objectives will guide the development of the training content and will be used to assess the value of the training program. State your instructional objectives:_____________________________________________________
B. Training Modules/Content, Methods of Training& Evaluation
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Method
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Resources Required
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Place
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Methods of Evaluation (Be Specific)
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