Fred Knott Training Proposal

After reviewing the needs assessment conducted by Fred Knott, and providing additional recommendations for The Binz Inc. organization; I’ve created a training session proposal. This proposal will identify my recommended course of action to combat the training issues identified in the part one training project. Throughout this paper I will briefly discuss the training goals/objectives, the target audiences/number of participants, the length of training, training prerequisites (if any), and training location/facility arrangements.

This training plan will be divided into two sections: customer service department supervisor training and customer service department employee training. Each section of training was created with the goal of enabling

both the supervisor and employees to better follow the standards, procedures and practices of Binz Inc. in order to ensure the organization meets the needs of its growing customer base.

I’d like to start with the training I recommend for Mary the customer service supervisor. The objective of Mary’s training is to ensure that Mary will be able to successfully complete employee evaluations in a timely manner, maintain a better relationship with her employees by providing fair and consistent treatment to all her employees, and to prevent and resolve problems arising from the various workplace situations. The training will also briefly touch base on employment law. Since Mary is currently the only customer service department supervisor and needed often in her department the training will be conducted over a span of three days for approximately five hours each day. The prerequisites for this training are a brief survey given to the customer service department employees to better analyze the current climate of the department, and the Human Resource employee chosen to instruct the class must be well versed in employee relations and employment law. The supervisor training will be conducted in the Binz Inc. training room, and the room will be arranged in a classroom like setting. The materials needed to conduct

this training include a smart board with a projector, a single computer with Internet access, dry erase markers, and Mary’s past employee performance appraisals. The training will be instructor led with constant interaction and feedback between trainer and trainee. In order to determine whether or not Mary’s training was effective, in about 60 days the customer service department employees will be asked to complete another climate survey. The feedback from the employees will help determine if Mary displayed a transfer of training.
This brings me to the next part of the training plan, the customer service department training.

This training will be completed in two parts. The objective of part one of the training is to train the selected employee on team leader procedures in order to serve as an alternate subject matter expert in the customer service department. The training prerequisites include the restructuring of the department to include a team leader position as well as having an employee selected that accepted the position. The training is on the job training, and will be completed by the sales department supervisor, the shipping department supervisor, the assembly department supervisor and Mary. The team leader will already have knowledge of Binz Inc. operations, and will spend a combination of 40 hours working in each department to become a company subject matter expert. A 90-day evaluation will be completed by Mary to evaluate whether or not the team leader has been an effective position within the customer service

department.
The second part of the training will be for all five of the department employees. The objective of the second part of the customer service department training is to ensure that employees are adequately trained on Binz Inc. customer service procedures, call center operations, product knowledge, conflict resolution and navigating the new product database. There are no prerequisites for the training. The training will be conducted by an outside firm and include a two hour block of instructions from the Binz Inc. Information and Technology (IT) department on the new database. The training will be conducted in the Binz Inc. training room, and the room will be set up classroom style. The materials needed to conduct this training include a smart board with a projector, a single computer with Internet access, dry erase markers, and the Binz Inc. customer service procedures workbook. The training is instructor led, with lectures, discussions and scenario based role-playing. The IT department will conduct their portion of the training in the via one hour of instruction in the training room followed by one hour of hands on training at the employee’s workstations.