Sunday, September 22, 2019
Instructional Design Essay Example for Free
Instructional Design Essay Organizational success primarily lies upon the quality of the people working with ay concerned organization. Under this concept, soft skills must be essentially established through efficient and effective hiring or recruitment methods and polished through rational and functional training facilities and techniques. In essence, this was strategically applied by American Express by initiating an extensive and all-encompassing training program that would address the technical and attitudinal qualities of its workforce in order to meet its corporate goals and objectives. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Basically, the corporate training department at the American Express sought to train and empower the organizationÃ¢â¬â¢s distributed servicing network. But targeting this goal is not as easy as formulating corporate policies. There are factors and concerns to considerÃ¢â¬â that is, to address the five Ws and one H in human resource managementÃ¢â¬â who may conduct the training, what kind of training program may be executed, where to carry it out, why is it needed, when will it be initiated, and how will it be initiated. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã To the leaders of the America Express, training of the organizational workforce is needed in order to prepare its workforce for their corporate function, which is to communicate with and promote the companyÃ¢â¬â¢s products and services to patrons of all ages, and from any part of the world and socioeconomic background. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã This initiative did not come without any purpose or goal at all. The organization, in determining that such workforce training was necessary, conducted extensive study and even perhaps consequence-benefits analysis so to justify the carrying out of said training program. The executives of the training department of the company actually determined a number of years ago that they had to improve the workforceÃ¢â¬â¢s skills and capability to communicate and interact with costumers around the world. Upon realizing that Ã¢â¬Å"some representatives continued to struggle to master both content and communication ability,Ã¢â¬ based on the assessment of Ms Beth Harmon, the acting vice president of operations training, the training department decided to install a simulated environment for new recruitsÃ¢â¬â¢ preparation and training. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã The goal of the training is mainly to successfully prepare the companyÃ¢â¬â¢s representatives for their organizational functions, which is to efficiently and effectively relay to and communicate the companyÃ¢â¬â¢s products and services to prospective buyers from around the globe. As a result, new recruits were trained on how to handle time efficiently, how to ensure quality service, how to execute costumer treatment and how to observe availability. The challenge here is to initiate a different Ã¢â¬Å"philosophyÃ¢â¬ , which is the result of the transformation from an academic to a professional model. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã The goal of the training is basically to ensure and achieve quality performance on the part of the companyÃ¢â¬â¢s representatives and productivity and profitability on the part of the company. But it does not just end there. In may be inferred then based on the corporate acts that the companyÃ¢â¬â¢s executives wanted to provide for its costumers of any age and socioeconomic background that American Express does not just mean businessÃ¢â¬â in that it cares for and considers the costumersÃ¢â¬â¢ interests, satisfaction, and contentment. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Some of the special attributes of the training situation lies on the fact that every aspect of the costumersÃ¢â¬â¢ satisfaction and even standpoint is taken into account. The integration of information technology makes it effective and reliable in ensuring that the following goals may be achievedÃ¢â¬â simulations, role play, speech recognition, and close instruction and coaching support. The employment of the simulated call environmentÃ¢â¬â SIMON (Simulated Online Network)Ã¢â¬â made the training program more effective. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã The training was developed by way of involving a Ã¢â¬Å"holistic solutionÃ¢â¬ that infuses or enmeshes an assortment of IT-based technologies into the training system, which includes those goals already mentioned above such as simulations, role play and so on. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã E-learning or virtual learning is part of the solution mainly because the tool by which the representatives communicate with and relay the companyÃ¢â¬â¢s products and services to costumers is essentially virtualized. As what Harmon said, technology is just the means or instrument to get to the issues of the costumers. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã The training was implemented by starting with a pilot program, a way of considering the performance metrics. A two-day training was conducted and it was observed that two weeks hence, results were positive as there was substantial increase in Easy to Understand, Listening, Courtesy, which had 55 percent, 13 percent, and 8 percent ratings, respectively. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã The intended result of the training is to brace the representatives for these increasing functions of relaying to and communicating the companyÃ¢â¬â¢s products and services to its target market. But one of its purposes, particularly in the aspect of e-learning, is to know the issues of the costumers and the way to get it is through virtual learning. There is only one goal of this trainingÃ¢â¬â to further establish American Express in the globalized market, thereby ensuring productivity and profitability. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã In measuring the effectiveness of the program, the company conducted a pre-assessment and post-assessment method in order to know whether the training resulted in positive changes. It then leveraged the training efforts and expanded the effects of learning in both globalization and work purpose. Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Ã Overall, my impression of the organizationÃ¢â¬â¢s solution is that it fits well for the organizational goals and objectives, as well as the nature of its business. For being a company engaged in selling, it has to hone and improve the selling and communication capabilities and skills of its representatives. This training initiative only means that global competition is getting stiffer and stiffer and corporate organizations, in order to survive, must not only need to brace their strategies and acquire new technologies, but must prepare and train their representatives as well.