Date post: | 29-May-2018 |
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8/8/2019 Learning process – training process
http://slidepdf.com/reader/full/learning-process-training-process 1/10
8/8/2019 Learning process – training process
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8/8/2019 Learning process – training process
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8/8/2019 Learning process – training process
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OBJECTIVES
The reasons for high level of customer
complaints
Problem illustration of the unit
To find relevant solutions
8/8/2019 Learning process – training process
http://slidepdf.com/reader/full/learning-process-training-process 5/10
Floated questionnaires for customer feedback:
yMost frequent answer was lack in case
resolution ability.
Arranged one on ones:
yMost frequent answer was lack of adequate
knowledge on problem solving/case
resolution.
Proposal to develop a training on ³Problem
solving in an organization.´
8/8/2019 Learning process – training process
http://slidepdf.com/reader/full/learning-process-training-process 6/10
DAY /
TIME
9:30AM TO
11:00AM
11:00AM
TO 11:15
AM
11:15 AM TO
12:45 PM
12:45 PM
TO 1:30
PM
1:30PM TO
3:00PM
3:00PM
TO 3:15
PM
3:15 PM TO
4:00PM
MON INTRODUCTI
ON T
E
A
B
R
E
A
K
AFFINITY L
U
N
C
H
B
R
E
A
K
SCAMPER
T
E
A
B
R
E
A
K
FISH BONE
TUE RECAPKNOWLEDGE
SHARING
WORKSHOP
KNOWLEDGE
SHARING
WORKSHOP
KNOWLEDGE
SHARING
WORKSHOP
WED MOCK CASE
RESOLUTION
MOCK CASE
RESOLUTION
BRAINSTORMI
NG SESSIONS
BRAINSTORMI
NG SESSIONS
8/8/2019 Learning process – training process
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Awareness ---- Introduction
Comprehension ---- Affinity,
Scamper,
Fishbone
Application ---- Mock Case Resolution
Synthesis ---- Brain Storming
8/8/2019 Learning process – training process
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Questionniare1: Customers
Questionnaire 2:for Reporting Managers
Questionnaire 3:for Team Members
8/8/2019 Learning process – training process
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Evaluation of survey results:
1) Majority positive feedback: training process
was effective.
2) Not satisfied with the sessions: revise andredesign a program.