he purpose of this assignment is to conduct a needs analysis for The People’s Credit Union, an Edmonton based credit union with 700 employees throughout Alberta (40 of which are employed in their call centre as customer service agents).
While the Credit Union prides itself on providing a high level of customer service both in branch and over the phone to its customers, the company has recently received numerous complaints about its customer service agents in their call centre. Specifically, customers are reporting that the agents are rude, not helpful, and are not able to answer many of the questions the customers have about their daily banking needs. Currently, the customer service agents are given a ½ day orientation to the organization upon hire and then are placed in a ‘buddy system’ with an existing agent for 1 week but are not provided with any other training or development activities. This approach to training & development does not seem to be turning out the exceptional customer service agents that the Credit Union wants.
In fact, the Credit Union has realized that their Training & Development strategy overall is sub-optimal and needs your team’s help to re-align their strategy with their organizational goal of providing exceptional customer service.
As a first step, your team is required to conduct a needs analysis, with your output taking the form of a written report (maximum 7 pages double spaced, 12-point Times New Roman), to be provided to the Manager of Human Resources at the People’s Credit Union that contains responses to the following:
1.What is/are the gap(s) between the current state and the desired state?2.Is training the answer to address the gap(s)?3.What steps would you take at each ‘level of analysis’ to determine whether a gap exists and how to best close it?a.Organizational Analysisb.Task Analysisc.Person Analysis4.What, if any, obstacles might your team encounter to conducting a thorough needs analysis?
USA 
India