Discussion of Instructional Problem 3
Differences between Current and Desired State 4
Current Conditions 4
Desired Conditions 4
Data Collection Processes 5
Data Collection Instruments 5
Discussion of Data Collection Instruments Used 5
Sources of Data 5
Discussion of Sources of Data 5
Table 1 – Training Survey 6
Table 2 – Exit Interview Survey 6
Data from Other Sources 7
Summary of Results 7
Data Analysis Techniques 7
Data Results 7
Table 3 8
Table 4 8
Findings of Needs Analysis 9
Goal Statement 10
Appendix A 10
References 10

Discussion of Instructional Problem

In my corporate training environment, I have the privilege of training a racially diverse population. The hiring practices of Williams-Sonoma, Inc (hereinafter WSI) provides for a diverse group of people in every training class. Like many companies WSI does not discriminate on the basis of color, gender, ethnicity, religion or sexual orientation. Our company philosophy is to hire new employees every season for our peak sales period. Of the new employees hired, we retain approximately 10-25% as permanent employees.
During the on-boarding we train over 500 new employees every season in a fast-paced hands-on instructor-led training environment. I am one of several trainers that deliver on-boarding training for the new hires. Our training gives each employee the tools to navigate the computer system to take sales calls and to service existing customers with issues on their purchases or returns. We cover all types of situations that a customer service associate should have on a typical phone call with one of our customers. The goal of the training program is to see who can handle the nature of the very stressful holiday peak season.
The problem we are experiencing at WSI is a lack of retention of qualified customer service associates. We will train approximately 500 staff