Description of Part 2: Needs analysis strategy

Name of Method:

Interviews. I believe that the interview method is an ideal choice for my customer service training at
Grameenphone Ltd.

A main advantage and a main disadvantage of the method:

Advantage:

Interviews are adept at revealing feelings, causes of, and possible solutions to problems that the client is
facing (or anticipates); provide maximum opportunity for the client to represent himself spontaneously
on his own terms (especially when conducted in an open-ended, non-directive manner)

Disadvantage:

Interviews are usually time consuming.

Why is this method a good fit for my type of training and organization:

Interviews serve as an excellent fit for customer service training at Grameenphone Ltd. because of their
ability to provide personalized insights. Given the diverse training needs in technical, leadership, and soft
skills development, interviews can be tailored to individual employees' requirements. Conducting one-
on-one interviews will enable trainers to understand the specific challenges faced by customer service
representatives, their strengths, and areas needing improvement. Additionally, because of my extensive
experience within Grameenphone and the familiarity I have with the organizational culture, conducting
interviews will allow for a more nuanced understanding of the company's unique customer service
challenges.

One anticipated obstacle by using this method:

One potential obstacle could be the time and effort required to conduct individual interviews, especially
considering the large workforce of 1500 employees. Ensuring comprehensive coverage while respecting
the employees' work hours might pose a challenge. Additionally, there might be biases or hesitancy from
employees in expressing their genuine concerns during interviews.

Supplementary Method:

Questionnaires

Why and how the two methods could complement each other:

To address the challenge of time constraints and gather broader feedback, questionnaires can be used as
a supplementary method. While interviews provide in-depth qualitative insights, questionnaires can be
distributed to a larger number of employees simultaneously, ensuring a more comprehensive
understanding of the training needs across various departments. By using both methods,
Grameenphone Ltd. can triangulate the data, gaining a holistic perspective. The structured nature of
questionnaires allows for quantitative analysis, complementing the qualitative richness of the interviews.
Moreover, anonymous questionnaires might encourage employees to express concerns they might
hesitate to share in face-to-face interactions, thereby providing a more open feedback channel.
Reference:

Saks, A. M., & Haccoun, R. R. (2019a). Managing performance through training and
development. Nelson.