NEEDS ASSESSMENT PROPOSAL

Signature Assignment:

Needs Assessment Proposal

Gwendolyn R Huff Brown

University of Phoenix

CUR/528

Justin Atwood

May 9, 2022

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 NEEDS ASSESSMENT PROPOSAL

Signature Assignment: Needs Assessment Proposal

Recently the bank has seen an increase in customer complaints, a decrease in products and services.
Customers have reported the lack of knowledge from employees about products, services, and how
transitions call. Customers are being provided incorrect information about the services offered by the
bank, employees in customer services are not able to cross-sell products or services due to the lack of
knowledge, and the hold time has increased due to employees not being able to use critical thinking skills
to ask the appropriate questions to help with resolving issues.

Step 1: Clearly Understand

A. The Purpose of the Needs Assessment

The purpose of the needs assessment is to identify employees’ current knowledge about the organization’s
products, services, communication and listening skills, and knowledge and skills to perform their job
duties. The goal is to determine what instructional strategies need to be adjusted and what resources such as
media, graphics, video, etc. will help improve the learners’ learning experiences. The objective of the goal is:
to develop a training program that improves employees’ ability to provide a high-quality customer services
experience, increase skills in products and services.
Needs assessments are important tools in a training program, they provide instructors and training
department staff with data for making effective decisions about resources, materials, technology, and if
the program is reaching the goals set for the program (O'Donnell, 2022).

B. The Level of Assessment (Statewide, Community, Neighborhood, etc.)

The level of assessment will be for all of the organization’s employees, this includes the mailroom, IT
department, and phone operators.

C. Stakeholders (Clients or Potential Clients, Program Staff, Key Community Leaders, State Officials,
etc.)

The stakeholders who will be directly affected by the needs assessment are current and potential
customers, Relationship and Investment Officers, all bank employees, the surrounding community, the
Board of Directors, and organizational leaders.

D. Budget and Available Resources

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 NEEDS ASSESSMENT PROPOSAL

A project team will be assembled of internal and external resources. Below outlines the internal and
external resources and the estimated budget required for the project:

Resources Project Cost & Time Total

Software $899.00 features: 10,000 responses, 1GB
• Online survey program upload storage, no ads, multiple languages, $899.00
• Data Analytics Tool various types of questions, diverse designs

Instructional Design Consultant $49 hour for 240 hours (6 x 40-hour week) $11,760.00

Project Manager $35 hour for 240 hours (6 x 40-hour week) $8,400.00

Project Team
• Team leader
• 2 Subject Matter Experts $25 hour for 240 hours (6 x 40-hour week)
(SME) $42,0000.00
per team member
• IT Specialist
• 2 Department Specialist
• Organizational trainer

In-depth Interviews $200 x 50 interviewees $10,000.00

Volunteers will be selected to participate in 3

Focus Groups $0.00
focus groups

Computer/Laptop Employees will utilize their desk computers. $0.00

Total Project Cost $73,059.00

E. Time Allotted for the Project

Designing and implementing the needs assessment will take 6 weeks.

During the 6 weeks, the project team will meet each week for one to two hours to discuss the progress of
the project and any issues.
Outlined below is a timeframe for the design and implementation:

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 NEEDS ASSESSMENT PROPOSAL

Steps Timeline
Design Methodology and Instruments Week 1

Collect Data Week 2

Analyze Data Week 2 and 3

Report finds Week 4

Gather Feedback Week 4 and 5

Disseminate Final Report Week 6

Step 2: Identify the Specific Information Needed to be Acquired

The information that we will require to help analyze the employee performance, job satisfaction, customer
feedback, financial profit, and overall growth of the organization is the following information:

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Strategy for
Data/Description Type Scope of the Information
Collecting Data
1 year of data from January
Historical Data about:
2021 to the current date.
a. Feedback from Customer
*One year ago the bank started HR/Qualified staff will
Survey
experiencing a decrease in collect data
b. Post-training survey
performance, sales, and an
c. Job performance
increase in customer
Observation
complaints and turnover.

Observation of Employee Job Employees perform various HR/Qualified staff will

Performance job duties randomly. observe employees

Groups will be conducted

online. Each group will
10 different employees will be
consist of individuals
Focus Group selected to participate in 3
from different age groups,
focus groups
backgrounds, tenure at the
bank, and education.

HR/Qualified staff will

Managers will be observed
Observation of Management observe manager
supporting employees in their
Support of Employees interaction with
day-to-day job performances
employees

HR/Qualified staff will

observe the training
Observation of Training Instructors and new hires will program remotely.
Program be observed during training. *Data collected will be
compared to training a
year ago.

The employee will complete a Emails will be sent to all

survey about products, employees to complete an
Employee Survey anonymous survey.
services, policies, procedures,
etc. *See appendix

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 NEEDS ASSESSMENT PROPOSAL

Step 3: Determine if Information Already Exist or can be Obtain Through Resources.

The majority of the information needed already exist. With the assistance of the HR department we will
be able to access data about wire employees left and any complaints made by employees, the IT
department will be able to provide the data on customer feedback; the training department will data on
previous training classes.

Step 4: Design Methodology and Instrumentation

The data collected and analyzed is a vital part of the needs assessment process. Below is an outline of the
methodology strategy and instrumentation that will be used during this project.

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 NEEDS ASSESSMENT PROPOSAL

Methodology and
Description and Details Content
Instrumentation
3 focus groups will be
conducted using a diverse
Focus Group group of individuals that will See Appendix A
provide insight, suggestions,
etc.

Email invites will be sent to all

employees and them to
complete the survey and
questionnaire that allows them Use the link to access the
Survey and Questionnaires
the opportunity to provide survey
thoughts, suggestions, and
insight on training,
management, etc.

Observation of employees will

take place in the training
Employee Observation center, Call Center, Credit See Appendix B
Card, Mortgage, Treasury,
Wire Room, etc.

In-depth interviews of
employees and customers will
In-depth Interview See Appendix C
be conducted to obtain ideas,
suggestions, issues, etc.

HR and qualified staff will

review the data collected on
Training Department the training department's
See Appendix D
Observation current instructional strategy,
material, and resources used to
train employees.

Step 5: Collect and Analyze Data

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 NEEDS ASSESSMENT PROPOSAL

The collection and analysis of data will take approximately 6 weeks. The first phase of the process will
take about two-three weeks. In phase one we will consist of retrieving the historical data from old
software and paper files. The data retrieved will be combined with data collected from the focus groups,
in-depth interviews, surveys, and employee observation. The data will be stored in one system for future
reference. In phase two the data will be downloaded into datasheets. The breakdown will show the
organization's performance from 2021 to2022, customer feedback, feedback from the interviews, and
insight from the employee observation. The final phase is preparing the reports and disseminating them to
the Board of Direct, Execute Leadership team and Senior management. See Appendix E.

Step 6: Prepare the Report

The Instructional Design Consultant, Project manager, and team leaders will be responsible for preparing
a comprehensive needs assessment report that will consist of the following:
▪ The Problem
▪ The Purpose of a Needs Assessment
▪ The Level of Assessment
▪ Stakeholders Involved
▪ Detail Report of Finds and Data
▪ Summary of Resources
▪ Proposed Resolution
▪ Plan of Action and Implementation

Step 7: Disseminate Preliminary Results to Key Stakeholders to Obtain Feedback.

Preliminary findings will be emailed to senior management and the training department. Senior
Management and the training department staff will receive an email invitation asking them to register and
create a password to retrieve the preliminary report. Once they have created a password, a second email
will be sent to the key stakeholder with a secured link.
Senior management and the training department staff will be encouraged to read the report and provide
feedback on the finding before the final report is released.

Step 8: Disseminate Results Formally.

At the end of the third quarter, a formal report will be presented to the Board of Directors and Executive
Officers of the bank. A week after the Board of Directors meeting, employees will receive an email copy
of the final report.

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Appendix
Section

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Appendix A: Focus Group Questions

Date: ____________________________ Time: _________________

Focal Group NO.: ______ Participate NO.: ________

1. What is the first thing that comes to mind when hear your department name?
___________________________________________________________________
2. What is biggest challenge in working in your department?
____________________________________________________________________________
3. If you could change one thing about your work environment, what would it be?
____________________________________________________________________________
4. Can you provide an example of when you experienced challenges? ______________________
____________________________________________________________________________
5. What is your opinion about your department supervisor? ______________________________
____________________________________________________________________________
6. How would you rate your training experience? ______________________________________
____________________________________________________________________________
7. How can your management team be more supportive in your day-to-day duties?
____________________________________________________________________________
8. How well do you understand the policies and procedures of the department?
____________________________________________________________________________
9. How often is your manager willing to be of assistance when you have a question or difficult
customer? ___________________________________________________________________
10. What are your biggest challenges in handling customer calls? __________________________
____________________________________________________________________________
11. What is your general feeling about your overall job performance?
____________________________________________________________________________
12. What suggestions do you have to improve the department? ________________
____________________________________________________________________________
13. Has your manager ever made you feel less than valued, if so can you identify when and how?
____________________________________________________________________________
14. Do you have a clear understanding of the products and services offered by the bank?
____________________________________________________________________________
15. How do you feel about working for the bank?
__________________________________________
____________________________________________________________________________
16. Are there any questions that we did not ask you that you would like to add?
____________________________________________________________________________

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Appendix B: Employee Observation

Date: __________________________
Employee Name: Observers Name:
_____________________________________ _________________________________
Department: _________________________ Activity/Event/Task: __________________

Observation:

Recommendation:

Date Feedback Given: ____________________

Signature of Employee: Signature of Observer:

_______________________________________ ________________________________________

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Appendix C: In-depth Interview

Date: ________________________________
Interviewee First Name: ______________________ Last Name: ______________________
Interviewers Name: _______________________________________

Interview Questions

1. What is the highest level of education you completed? _____________________________

2. How many years in banking do you have? _______________________________________
3. How many years of experience do you have working with the bank? _________________
4. How would you rate your computer skills on a scale of 1 to 10? 1 basic knowledge of
using a computer and a 10 being advance skills and knowledge. _____________________
5. What are your current role in the department?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
6. Has your manager or direct supervisor conducted a department training for you or your
team in the past 6 months and why?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
7. What are some of the barriers you face performing your job duties?________________
____________________________________________________________________________
____________________________________________________________________________
8. Are there tools or resources that could help you be more efficient in your job duties?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
9. What are some of the problems you see in meeting the requirement of job duties?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
10. What are somethings that are happening in your department that should not be
happening?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________

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Appendix D: Training Department Observation

Trainer’s Name: __________________________________ Date: __________________

Observers Name: ______________________________________

1 2 3 4 5
Unsatisfactory in Unsatisfactory in Demonstrated Demonstrated an Effectively demonstrated an
performance and lacked performance understanding of understanding of the understanding of the
understanding of the and lacked concepts in the domain concepts and concepts and components in
concepts and understanding, however, and attempting to components in the domain and implemented
components in the still presented content. implement the elements domain - the elements at a high level
domain. The instructor tried to – was not always implemented them of consistency.
improve successful. well.
performance. .

Domain 1: Preparation and Planning 1 2 3 4 5

A. Selecting Instructional Strategy and Goals
B. Demonstrated Knowledge of Resources
C. Demonstrated Knowledge and Understanding of
Learners
Domain 2: Learning Environment 1 2 3 4 5
A. Creating a Learning Environment that is Inclusive,
Diverse, Respectful, and Rapport.
B. Established an Environment that Encouraged Learning
C. Managed Learners' Behavior and Classroom
Procedures
Domain 3: Instruction 1 2 3 4 6
A. Engaged Learners in Learning
B. Clearly and Accurately Communicated
C. Provided Learners with Feedback
D. Used Techniques to Promote Discussion and
Questioning
Domain 4: Professional Responsibility 1 2 3 4 5
A. Demonstrated Professional and Ethical Behavior
B. Maintained Accurate Records
Comments on Instructors Overall Performance, Suggestions for Improvement

Signature __________________________________ Date _________________

Was outline of lesson plan provided prior to observation Yes _____ No ______

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Appendix E: Collection and Analysis of Data

Instructional Design
Consultant engages
with HR

Project Manager and

Project team work
with HR to collect
historical data

IDer and Project Manager

develop Focus Group Conduct Focus
questions, In-depth interview Group
questions, and focus Group
questions

Conduct
In-depth Interview

Conduct
Observation

Compile data Disseminate Report to

Key Stakeholders

Disseminate final Report the

Board of Direct and
Executive Officers

Reference

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O'Donnell, E (2022). Seven Steps for Conducting a Successful Needs Assessment.

https://www.nichq.org/insight/seven-steps-conducting-successful-needs-assessment

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