The Addie Kirkpatrick model is one of the most used models of providing training and development to employees of any organization that faces problems related to the employee performance or other shortcomings in terms of productivity and revenue generation or even overall performance (Joseph, 2015). The various steps of the model include analysis, design, evaluation, development and evaluation. In this paper this model is applied to plan and form framework for one of the Walmart stores. Of late this store has been facing issues related to customer servicing and training undertaken for the same.
Analysis:
The organisation and the training issue
The Walmart store situated in Germantown, Maryland is facing issues related to customer servicing which is adversely affecting their total profit and revenue generation and is also harming the perception formed about them by their consumers.
Target Audience
As the major problem with performance or the performance gap has been identified in terms of the customers servicing section. Hence, the major target audience in this case includes the employees directly handling customers as well as the management.
Knowledge, Skill and Abilities
The major knowledge and skill deficiency include the knowledge of the various types of products as the firm has a wide array of products spread over various stores (Beane et al., 2015). The other skills that are lacking involve the absence of a good number of employees who can productively yet accurately handle the long queues of the billing section. There is also the lack of efficient convincing skills related to courtesy in case of customer servicing over phone calls. There is also a lack of cooperation and loyalty towards customers that needs to be addressed during the training. All these deficiencies are to be addressed in the training and the abilities to be productive for longer shifts and handle stress related to handling of huge numbers of customers shall also be developed.
Objectives and Delivery Options
The major objectives of the training will include the recruitment training, leadership skills, strategic planning and hiring the right fit for the firm (Patel et al., 2018). The major objectives of the training for the employees will involve and include customer approach, store involvement and product knowledge. The delivery options of the training will essentially include both classroom training and on the job training simultaneously.
Design:
Budget
|
Direct Costs: |
|
|
Preparation costs |
$ 55,000 |
|
Development costs |
$ 25,000 |
|
Training costs |
$ 3,000 |
|
Software |
$ 5,000 |
|
Equipment |
$ 10,000 |
|
TOTAL DIRECT COSTS |
$ 98,000 |
|
Indirect Costs |
$ 5,000 |
|
Indirect Cost Rate |
100.0% |
|
TOTAL INDIRECT COSTS |
5,000 |
|
TOTAL PROJECT COSTS |
$ 103,000 |
Proposal
The entire proposal for the training and development to be undertaken is summarised in the following points:
Development:
The program materials and activities that will be used and undertaken during the training will majorly include communication tools, learning of software for efficient billing and the rigorous assessments for mastering product knowledge (Collier, 2015). The employees will be briefed about the product specializations and characteristics of the products and trained on the aspects of greeting and welcoming customers in the first phase. This will include assessments and grooming trainings. In the second phase further detailed product knowledge will be provided and instructors will be used to provide training based on the techniques of handling long queues of customers during the peak hours of work.
Implementation:
The implementation of the plan will involve providing training to the employees with the help of instructors and classroom training programs.
Course Format
Prerequisites
No prerequisites are required for the course. However, the employees are expected to know the basics of the software for billing that they already work on. The level of the target audience includes intermediate level employees and the managers. The language that will be used to deliver training is primarily English and also local languages used.
Course Content
The course will contain the following subjects of assessment:
Activities
The activities will include training in the classroom and a pilot of on the job for the set of trainees that finish the first level of training and this pattern will subsequently be followed for other batches of employees and managers.
Evaluation:
The evaluation of the productivity of the trainees after the training is imparted is the most important part of the training as it helps to assess the efficiency and the effectiveness of the training and compare the benefits obtained out of the costs incurred (Alvelos, Ferreira & Bates, 2015). The evaluation in this case will be done based on the assessments of the training and the difference in the results of the researches conducted based on the reviews of the customers. The parameters or tools that will be used to measure the effectiveness of the training will include behavior, knowledge, course evaluation, performance and the overall productivity on the part of the managers.
References:
Alvelos, R., Ferreira, A. I., & Bates, R. (2015). The mediating role of social support in the evaluation of training effectiveness. European Journal of Training and Development, 39(6), 484-503.
Beane, A., Stephens, T., De Silva, A. P., Welch, J., Sigera, C., De Alwis, S., … & Abeynayaka, A. (2016). A sustainable approach to training nurses in acute care skills in a resource limited setting (Network for Intensive Care Skills Training, NICST). Resuscitation, 101, e1-e2.
Collier, P. J. (2015). Developing Effective Student Peer Mentoring Programs: A Practitioner’s Guide to Program Design, Delivery, Evaluation, and Training. Stylus Publishing, LLC.
Joseph, L. (2015). A Geographic Perspective on the Walmart Neighborhood Market. Papers in Applied Geography, 1(4), 348-355.
Patel, S. R., Margolies, P. J., Covell, N. H., Lipscomb, C., & Dixon, L. B. (2018). Using instructional design, Analyze, Design, Develop, Implement, and Evaluate (ADDIE), to develop e-Learning modules to disseminate Supported Employment for community behavioral health treatment programs in New York State. Frontiers in Public Health, 6, 113.
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