When it comes to defining a need for anything and way to achieve it will require you to do research. Research will enable you to put together a needs assessment, which will tell you exactly what and why you need things to improve the overall performance. A need assessment will pick apart detail for detail what exactly is the problem and how you can fix it. For example, if you are lacking in customer service it will show the company where, when, why, and how. The needs assessment will show you where the initial system went wrong; whether it be a person or technical issue. The company will be able to see when it started to decline and why it was not fixed. In most situations companies believe that a plan that once worked will work forever. This is not true when we live in a world of change which means companies have to go with the times and keep up to survive. Then at the end, the assessment will show you how to fix the issue whether it be hiring, replacing, or moving around employees. It is very important that you don't waste time on improving an area that doesn't need improving and then be frustrated when you still have the same problem. The needs assessment cancel out that waste of time and pin pints your exact problem area and what is needed to fix it.

In this case the area of opportunity is customer service. Therefore I want to implement a general training session that will be two parts. The first part will be interactive classroom learning and the second part will be role playing to out what was learned to work. The role play will allow the employees to get a visual and put it in their head for future reference. During these interactive classroom sessions, I will be training all associates on the fundamentals of customer service. The purpose of teaching the core fundamentals are too strengthen the associates on the right behavior in the workplace. There will