CUSTOMER SERVICE S

HRM-635-RS-NeedsAssessmentMatrix2.docx

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Needs Assessment Matrix

Definition: A needs assessment is the process organizations use to determine if training is necessary for its employees.

Note: This template serves as a guide to complete the needs assessment of your current or selected organization. You are allowed to manipulate the categories to obtain the information you require in order to complete the assignment.

Department	Required Functions	Department or Employee Needs	Jobs or Tasks	Current Trainings
Customer Services	Customer service representatives may be responsible for handling customer inquiries and complaints. Fulfillment associates may be responsible for picking, packing, and shipping orders.	The employee needs that are required to perform these functions include excellent communication skills, patience, and customer service orientation.	The tasks that are performed by the employees in this department include handling customer inquiries and complaints, providing customer support	Training on handling customer inquiries and complaints, providing customer support.
Human Resource	Human resources managers may be responsible for recruiting, hiring, and on boarding employees.	The employee needs that are required to perform these functions include knowledge of employment laws, experience with recruiting and hiring, and ability to build strong relationships	The tasks that are performed by the employees in this department include recruiting, hiring, and on boarding employees, managing employee records, and administering benefits.	Training on recruiting, hiring, and on boarding employees, managing employee records, and administering benefits.
Research and development	Research and development teams may be responsible for developing innovative technologies and products. Sales and marketing teams may be responsible for generating sales and marketing products.	The employee needs that are required to perform these functions include creativity, technical skills, and problem-solving skills	The tasks that are performed by the employees in this department include developing modern technologies and products, conducting research, and solving technical problems	Training on developing new technologies and products, conducting research, and solving technical problems.
Sales and Marketing	Responsible for generating sales and marketing products.	The employee needs that are required to perform these functions include effective communication and interpersonal skills, ability to build relationships, and sales skills	The tasks that are performed by the employees in this department include generating sales and marketing products, building relationships with customers and partners, and creating marketing plans	Training to generating sales and marketing products, building relationships with customers and partners, and creating marketing plans.
Product managers	The product managers are specifically responsible for responsible for developing and managing products	The employee needs are required to perform these functions include creativity, strategic thinking, and ability to execute on plans	The tasks that are performed by the employees in this department include developing and managing products, conducting market research, and creating product marketing plans	The current training that is needed by employees in amazon for these tasks include training on developing and managing products, conducting market research, and creating product marketing plans