Write the answers in your own words (paraphrase) and use full sentences. Note:
any written work that is directly copied from a website, book or any other source
is plagiarism and will be automatically returned to the learner unmarked. Please
refer to the referencing guidelines provided.
Internet innovations’ is a successful company providing Internet service and support to its
many thousands of customers. There are several hundred employees working in its main branch. There are 25 supervisors employed in the call centre which manages customer enquiries, customer support and complaints. In keeping with company policy most of the
supervisors have been promoted from lower ranking roles of call centre operators or small
team leaders. The supervisor’s posts become available on a regular basis due to regular
promotions of senior staff and also retirement. 10 new supervisors have been newly
appointed in the past 12 months. These appointments occurred on an intermittent basis and
consequently it was not possible to schedule a group induction course. The company has no
standardised induction training for supervisors. As an interim measure the new supervisors
were given the opportunity to spend a couple of weeks ‘shadowing’ a more experienced
supervisor. Due to the rapid expansion of this successful company over the past few years
certain administrative details were overlooked. This has resulted in a dearth of formal job
descriptions for many employees including the supervisory positions. In spite of this the
overall performance of the call centre is very good primarily due to excellent performance by
the call centre manager and deputy manager who have been employed with the company
since its inception. The manager has regularly expressed concerns about the competency
levels of the trainee supervisors and consequently he has commented on the ability of some
senior supervisors to effectively train the new recruits. He feels that if this pattern should be
allowed to continue customer service and company performance may be negatively affected.
In response to his concerns the regional manager has recently appointed a training manager to
assess the situation and advise what needs to be done to improve the situation. The new
training manager knows little about call centre operations as his main focus prior to this had
been administration, management and development of company policies and procedures.
. Describe the stages of Training Needs Analysis (TNA) and comment on how the manager
could follow these steps to help him to work through the process of putting more
structure on the project.
**Guideline: your answer should be 1 ½ – 2 pages – see Chapter 1 Trainers Handbook p. 11 – 22 & any other
resource of your choice.
Outline the different data collection methods which can be used to gather information
to analyse training needs.
**Guideline: your answer should be 1 page – see Trainers Handbook p. 13-18 & any other resource of your
choice.
Choose the data collection methods which would work for the manager in this situation.
**Guideline: your answer should be ¾ – 1 page – use the theory to decide which methods will work best see
Trainers Handbook p. 13 – 18 & any other resource of your choice.
Provide a written account of the advantages and disadvantages of at least four data
collection methods.
**Guideline: your answer should be 1 ½ – 2 pages – see p.15 trainers handbook & any other resource of your
choice.
Outline the advantages and disadvantages of having the new supervisors shadowing the
more experienced supervisors. What training metaphor would best describe this
practice? (4 Marks)
**Guideline: your answer should be ¾ – 1 page – See handouts in your live drive folder & any other resource of
your choice
** Guidelines above are aimed to help you to form your answers and are based on typed A4 pages font size 12 and
1 ½ line spaces. The word count will be in the range of 2,500 – 3,000 words
