Using the information you have identified through your needs assessment, learner analysis, contextual analysis, performance objectives, and instructional strategy, select, modify, and/or develop a plan for appropriate Instructional Materials

1. What is the problem that was originally voiced?

Customers have been dissatisfied with the level of service within the Human Resources and have identified areas of improvement as:

• Long response times to inquires via telephone and email.

• Excessive payroll errors

• Lack of information and/or resources

• Delays in processing critical personnel documentation

• Lack of effective communication

2. Is the voiced problem related to a core organizational outcome?

Yes, improve customer satisfaction score

3. Are there established operational goals for this outcome?

Yes, 95% customer satisfaction score (desired result)

4. Is the operational goal being met?

No, 80-85% customer satisfaction score (actual status)

5. Is there an operational need?

Yes, eliminate the 10-15% gap and increase customer service to standard level

6. Have job performance standards been set for achieving the operational goal?

Yes, emails and calls should be returned within 48 hours, payroll processing error rate = >1%,

7. Are job performance standards being met?

No, response time is 3-5 days, processing errors = 18%,

8. Is there a job performance need?

Yes, ensure performance standards are met

9. Are there external factors outside the control of local management that are contributing to operational and job performance needs

Yes, accountability among the supervisors to turn in paperwork correctly, and the addition of more staff

10. Are there internal factors within the control of local management that are contributing to job performance needs?

Yes, workflow, lack of SOPs, lack of skills, and manual processes

11. Are there solutions for the performance needs?

Yes, design SOPs, review process and procedures, train employees and supervisors, implement more automated technology.