FIND THE HiDDEN MESSAGE

Training Plan - A

Team #9 (Motley Marlins)

Emily Holycross, Tiffany Jackson, Ryan Bozek, Keanu Irausquin, Michael Howard

Issue #1: Accidents

1. Two Incentives:

a) At the start of every month, accidents are at zero. Then accidents will be monitored and
if there are no accidents that month, then there will be a party for forklift drivers, with
drinks and food for free.
b) If a forklift driver is involved in two or more accidents in one quarter they will be put on a
week-long suspension. Furthermore, if a driver is involved in another accident within the
year they will be fired.

2. Kirkpatrick's model of evaluation:

Reaction: We will hand out a survey to trainees to determine if what they learned in
training is relevant to their jobs and if they feel it helped improved their forklift driving
skills.

Learning: Assessment to see whether or not drivers can make it through the accident
course post-training.

Behavior: Observation of forklift drivers to ensure proper implementation of our training.

Results: Over time we will look at the number of forklift accidents to see if they
increased or decreased. If it decreases then we know that the training was a success.

Issue #2: Customer Service Ratings

1. SMART Learning Objective:

Increase customer service ratings to above 4.5 within the next fiscal quarter and maintain
this rating in perpetuity.

2. Training Methods:
 Mock customer interaction training. An employee will act as the customer, while the
other is a customer service rep and they will role-play a call with a customer and be walked
through how to respond and interact by the customer service manager.

3. 2 Incentives:
a) If mentioned in an online review employees will be awarded a bonus of $20 for each
positive review.
b) When customers give out negative reviews, the customer service representative will
have to review the recording of the phone call will the customer service team leader to
determine what went wrong and how to fix it or avoid it in the future.
4. Kirkpatrick's model of evaluation:
Reaction: Online survey for employees following the training to gauge the employees’
perception of the relevance of the training.

Learning: Online assessment to determine the degree to which the material is retained
by the employees.

Behavior: Observe the customer service staff while in customer service interactions to
ensure proper implementation of the training.

Results: Look at customer ratings per quarter to determine if it increased or not.

I know you like those SAT words, c’mon man we haven’t won yet.