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Instructional Design Activity: Needs Analysis

 

Overall Instructor Rating: Satisfactory

Ratings explanation:

  • Exemplary - A model answer in almost every way (this is given out very rarely).
  • Satisfactory - Very well done; you've met the expectations of the assignment. There are some minor problems, so read my feedback well.
  • Marginal Pass - You pass, but there are lots of issues to consider. Read my feedback very carefully and be sure you understand the points/issues I raise.
  • Not satisfactory, redo and resubmit - The assignment was not completed appropriately. I am concerned that you do not understand the process well enough yet. To get credit for the assignment, you need to redo it, most probably on another topic. Read and consider my feedback very carefully before redoing.

Instructor's Overall Feedback:

Good job! You have grasped the essence of needs assessment process and are able to come up with such a reasonable plan for yourself. Please see my following notes and suggestions: 1. Good job. 1b really helps understand why the symptoms are linked with a problem. 2. Symptoms are clearly described. The reason that the symptoms indicate a problem is well-explained and plausible. 3 & 6. The problem statement in 3 leaves room for improvement. REM trouble ticket records are the results of certain actions. System of interest should be the subject of a problem statement. To my satisfaction, I do see your effort in polishing the statement in step 6. Nice job! [Note from Greg: Your revised problem statement is rather detailed but it is basically well-formed, with the context as the subject of the sentence. Good!] 4. a. Great to include both "facts" and opinions to reveal the normative/expressed need and the perceived need. It's smart to use random sampling, which is more likely to truthfully reflect the overall situation and possible reasons. b. The types of information gathered from the collected data are very useful in confirming existence of the problem and revealing the underlying issues. Very clear links between the evidence and the problem. One thing to note though: Be careful about long sentences and use of pronouns. Although I understand your point, there is still a need to express your meaning concisely and clearly. 5. Here are several issues. First, I suggest you write complete sentences when indicating the identified needs. The second issue is related to the first issue. Because of the lack of subjects in the needs statement, it is sometimes difficult to tell the types of needs expressed by the statement. You identified most of the needs as expressed needs, but I'm unsure who or what has "expressed" them as needs. The statistics or some other evidence? I’m also wondering whether some of the needs could also be opinions (perceived needs) in nature, such as the needs for training and job aids. In addition, we seem to understand comparative needs differently. In my understanding, comparative needs are revealed when comparing two groups or systems. Your statement seems to be based on a comparison between "what should be" and "what is there" which reveals inaccuracies and gaps. This is more of a normative need in my view. 5b. I agree with you in the ordering of the needs. The needs, however, seem to represent different levels. The third, fourth, and fifth need, although a real need in many cases, can also be seen as strategies to meet the first two needs in your case. Your explanation in 5c addressed this issue. 7. You know how to write a clear and to-the-point goal statement. One little thing to note: adding "be able to" after "will" may make the statement more accurate. This way the statements clearly show the types of abilities that reps should have as a result of the instruction. In contrast, "will do something" encompass many more factors beyond ability. Goal 3 does not look terribly necessary because it should be a natural result of achievement of Goal 1 & 2 (as you also indicated in 7b). Nevertheless, this is not a big issue that would show a lack of understanding in something. Overall, you did a very nice job! [Note from Greg: I approve of Ying's comments.]

 

1. Preliminary: Describe the context within which this potential instructional problem takes place. This will pinpoint where the problem is located. If instruction is deemed necessary, this will be the place where it will be designed and implemented.

a. List the context, also known as the "system of interest".

Your final response:

ABC Company Trouble Call and Resolution Center

b. Describe or show how the context relates to the bigger environment. Show how this context relates to other levels of the system within which it works.

Your final response:

ABC Company runs a trouble call and resolution center for XYZ phone company. ABC takes trouble calls from XYZ's internal users when their systems are not functioning properly. A representative (Rep) will open an electronic trouble ticket in a system called REM which will document the trouble until it is resolved. ABC employs over 100 rep's that handle customer troubles and use the REM ticketing system.

The instructor's feedback to step 1:

No specific feedback given on this step.

2. Symptoms of a problem. Write a brief description of some symptoms that make you stop and wonder if something is wrong.

Your final response:

ABC and XYZ notice that the REM trouble tickets are incomplete and lack adequate information to assess what happened on the call. Also, they are missing key ingredients for trending and analysis of things like customer complaints and outage areas.

Using the evidence cited above, describe why you believe that these symptoms signal a problem. Keeping these questions in mind, describe the reasons for identifying these symptoms as problematic.

Your final response:

One of the things that ABC is contracted to provide to XYZ is outage analysis. The trouble ticketing system and combined database, REM was installed because of its ability to record statistics and provide analysis. Data is only reliable if it is accurate and complete. The high number of incomplete records impedes the ability to provide accurate data analysis to the customer, XYZ.

The instructor's feedback to step 2:

No specific feedback given on this step.

3. Preliminary Problem Statement. Based on 1 and 2, write a preliminary draft problem statement. Your context should be the subject of the statement. This is just the initial pass -- the statement will be revised in subsequent steps.

Your final response:

REM trouble ticket records are incomplete to meet the data analysis needs of the customer.

The instructor's feedback to step 3:

No specific feedback given on this step.

4. Verify the problem and determine specific needs. Two things will now happen concurrently. First, you need a systematic procedure to identify and collect data in order to verify that a problem exists. Second, you must identify information that the data sources may help uncover.

 

Data sources (who, what)

Information gathered

What did you find? (Needs)*

Example: Interview participants in course; administer class survey; administer test of understanding.

Example: Participant opinions on IDAs and course; Participant score on test.

Example: Participants believe there is too much jargon (felt need); Participants don't understand ID vocabulary as compared to other classes (comparative need); Participants don't score above national average (comparative need); Participants don't/couldn't see the relation between their work and the ID process)

Your final response:

Current analysis data Random sampling of 500 REM trouble tickets Interviews with rep's

Your final response:

Gaps and inconsistencies in the analysis data. Corresponding unfilled out areas in REM trouble tickets. Interviews with reps' show that though they were trained on the use of REM, there are so many data fields on a trouble ticket that they cannot possibly enter data into them all and still meet call receipt times (call receipt times are the average speed of answering trouble calls. This is also a contractual issue that must be met within parameters negotiated between ABC and XYZ.) So, they enter enough data for the system to let them close the trouble ticket and then move on to the next call.

Your final response:

Have not identified what data is critical to good customer analysis (Expressed) Have not identified what specific fields in REM must be completed to get this data (Expressed need) Need to develop job aids to help in the completion of the critical fields (Expressed need) Need to train the service reps to complete the fields correctly and consistently using the job aids (Expressed need) Need to conduct accuracy checks based on random samplings of trouble tickets and correct inacuracies with individual service reps. Where multiple problems occur in the same area, rethink and possibly redeliver the training.(comparative need)

*Note: You are not required to gather data; you can draw on your experience or imagination to list the data you might gather.

The instructor's feedback to step 4:

No specific feedback given on this step.

5. Prioritize your list of needs.Which are most important? Why are they most important?

Prioritized needs

Reasons/evidence for priority

Your final response:

Have not identified what data is critical to good customer analysis Have not identified what specific fields in REM must be completed to get this data Need to develop job aids to help in the completion of the critical fields Need to train the service reps to complete the fields correctly and consistently using the job aids Need to conduct accuracy checks based on random samplings of trouble tickets and correct inacuracies with individual service reps. Where multiple problems occur in the same area, rethink and possibly redeliver the training.

Your final response:

Training for service reps is necessary to correct this problem, but first it is necessary to find out what areas they should be trained on. It is necessary for management first to decide which fields in REM are critical for data analysis and then develop and deliver training and job aids around that.

The instructor's feedback to step 5:

No specific feedback given on this step.

6. Rewrite your problem statement. Take a moment to look carefully at the initial problem statement that you wrote. Revisit your prioritized needs and check if your problem statement is still accurate and appropriate.

Rewrite the problem statement here:

Your final response:

Training for trouble ticketing system, REM, is inadequate and not focused enough to give service reps the skills needed to adequately complete trouble tickets so that the analysis requirements of the customer are met.

The instructor's feedback to step 6:

No specific feedback given on this step.

7. Identify the instructional goals. The last step in Needs Assessment is to list a few goals of instruction. Remember, not all goals can be solved through instruction. The instructional goals you identify will be the starting information for the next steps in the instructional design process. List the instructional goals in order of priority.

 

Instructional goals by priority

Reasons for importance

Your final response:

Service rep's for company ABC will identify and fill critical data fields in REM. Service rep's will accurately complete trouble tickets. Company ABC will provide accurate and complete problem analysis to the customer

 

Your final response:

It is important for the service rep's to know and to be able to accurately fill out the critical data fields in REM. Doing so will produce accurate trouble tickets that will provide complete data analysis to the customer. The last goal cannot be realized until the first two goals are met.

The instructor's feedback to step 7:

No specific feedback given on this step.