HR

Human Resource Management

Milestone Two

11/13/2021

The components of needs assessment in determining the training requirements of a customer service. The training need assessment is used by the organizations for the successful assessment on whether workers need training in a specific area that is important in helping the employees to perform their jobs effectively. According to the text, the training needs assessment is important to organizations since it assists human resource managers in aligning the training with the objectives of the firms thus assisting in saving money for the firms. In the case scenario, Maersk has found out that the firm is not doing well in leveraging the talents of the workers (Lacerenza et al., 2017). Therefore, this firm can benefit a lot in allowing for the involvement of the workers in their development.

There are three components of the need assessment of the Maersk organization. These include the organizational analysis, the tasks analysis, and the person analysis. The determination of the needs assessment of the customer service or care business within the organization requires human resource manager to perform the organizational analysis to help in the examination of the environment, strategies, and the resources faced by the firm to successfully find out the training that it should be focusing on (DONNITHORNE-NICHOLLS, 2017). Task analysis involves the review of the job description as well as specifications while identifying the tasks to be performed in specific jobs, knowledge, skills, abilities, and other attributes required for the performance of jobs.

Maersk should have carried out task analysis and emphasized the responsibilities of the job of customer service i.e. Care Business Partner. Concerning person analysis, it would help in finding out the workers who need training and those who do not need it. Some of the personal attributes to be possessed by the candidate are the direct call towards handling, conflict resolution skills, and the practice of listening skills (DONNITHORNE-NICHOLLS, 2017). Additionally, a 4-year degree and not less than two years of experience are required.

The importance of developing learning activities for a Maersk Customer Service-Care Business Partner Training Program

The key responsibilities of tasks are important to the firm since they will have enabled the organization to perform a needs assessment. It would also enable the organization to consider some essential components that are important for the organization. The organization is looking for a candidate with experience in direct-call handling, an important skill set for customer service employees. The role of the experiential learning techniques for the training process is due to the quick changes in technology (DONNITHORNE-NICHOLLS, 2017). The workers must implement lessons learned on the job to ensure effective performance.

How to incorporate adult learning principles and methods of experiential learning from the course into Maersk Customer Service-CARE Business Partner Training program

The modern technology and the skill set required for the performance of the tasks are changing. Therefore, the incorporation of the learning principle and experiential learning will involve the review of personal analysis on the trainees to determine the learning styles possessed. The other approach will be to tailor the materials used in learning to ensure that they are fitting the learning style (McClaren et al., 2020). This is important in ensuring that the learners absorb the information and apply it quickly.

The role of training needs assessment from the course

The training need assessment enables this firm to help employees in identifying the areas that employees have weaknesses in and need further training. It also helps in making sure that there is a successful assessment of the organization in terms of specific areas that requires training. It helps in making sure that the training process are aligned to the objectives of the firms (Sheehan et al., 2018).

The role of SMART goals for the training plan

The organization must implement SMART objectives in the training plan. This is important in ensuring that workers have the required skills in the right jobs. The group human resource changed its roles from administration and implementing the performance management strategies. It helped the organization to reduce the size of the human resource team from 87 to about 24 members relieving the underperforming employees (Bostjancic & Siana, 2018). It also enabled the organization to perform the management of the new talents.

References

Boštjančič, E., & Slana, Z. (2018). The role of talent management comparing medium-sized and large companies–major challenges in attracting and retaining talented employees. Frontiers in psychology, 9, 1750.

DONNITHORNE-NICHOLLS, P. (2017). How to engage modern learners. Human Resources Magazine, 22(1), 8–9. Retrieved from https://search-ebscohost-com.ezproxy.snhu.edu/login.aspx?direct=true&db=bsu&AN=123877871&site=eds-live&scope=site

Lacerenza, C. N., Reyes, D. L., Marlow, S. L., Joseph, D. L., & Salas, E. (2017). Leadership training design, delivery, and implementation: A meta-analysis. Journal of Applied Psychology, 102(12), 1686.

McClaren, B. J., Crellin, E., Janinski, M., Nisselle, A. E., Ng, L., Metcalfe, S. A., & Gaff, C. L. (2020). Preparing medical specialists for genomic medicine: continuing education should include opportunities for experiential learning. Frontiers in genetics, 11, 151.

Sheehan, M., Grant, K., & Garavan, T. (2018). Strategic talent management: A macro and micro analysis of current issues in hospitality and tourism. Worldwide Hospitality and Tourism Themes.