L4 : Assesing HRD Needs

Need assessment is a process by which an organization

‘s HRD needs are identified and articulated
A need assessment can identify :
1. An organization’s goals and its effectiveness in
reaching these goal
2. Discrepancies or gaps between employees’ skills and
skills required for effective current job performance
3. Discrepancies or gaps between current skills and the
skills needed to perform the job successfully in the
future
4. The conditions under which the HRD activity will occur
 Needs Assessment
Why needs assessments are not
conducted?
1. Difficult, time consuming
2. Action is valued over research
3. Assessment is unnecessary
4. Lack of support for needs assessment
 Training Need

Need refers to a discrepancy or gap

between what an organization expects to
happen and what actually occurs
 Levels of Needs Analysis

1.Strategic / Organizational Analysis

2. Task Analysis
3. Person Analysis
 Organizational Analysis (OA)

• OA is a process used to better understand

the characteristics of the organization to
determine where training and HRD efforts
are needed and the condition within which
they will be conducted
 Components of OA
OA should identify :
1. Organizational goals
2. Organizational Resources
3. Organizational Climate
4. Environmental constraints
 Sources for Organizational Needs
Analysis
• Organizational objectives
• Human Resource Inventory
• Skills Inventory
• Labor –management data e.g. turnover,
absenteeism, accidents, short-term
sickness, customer complaints
• Analysis of Efficiency Indexes e.g. cost of
labor, cost of material, waste, late
deliveries, repairs
 Task analysis (TA)
• TA is a systematic collection of data about the
specific job or group of jobs to determine what
an employee should be taught to achieve the
optimal performance
• Results of the Ta include appropriate standards
of performance, how task should be performed
to meet these standards, and the knowledge,
skills, abilities and other characteristics (KSAOs)
that employees need to possess in order to meet
these standards
 Source of Data for Task Needs
Analysis
• Job description
• job specification
• observing the job
• asking question about the job
• Review literature about the job
• Performance standards
 Steps in TA
1. Develop overall job description
2.Identify task
- Describe what should be done in the task
- Describe what is actually done in the task
3. Describe KSAOs needed to perform the job
4.Identify areas that can benefit form training
5. Prioritize areas that can benefit from tarining
 Person Analysis (PA)
• PA is directed at determining the training
needs of the individual employee.
• Involves an employee and employee’s
immediate supervisor
• also involves employee’s peers,
subordinate and customers to conduct a
PA
 Sources for Person Needs
Assessment
1. Performance Appraisal
2. Direct Observation
3. Critical Incidents
4. Diaries
5. Test
6. Interviews
7. Attitude Surveys
 Case Study
• Goal : To solve 99% customers’ complaints. A HRD manager
in XYZ TELCOM had received complaints from the
customers who were not satisfied with call center
consultant . They complained that the consultant were not
customer-friendly, not actively listen to them and fails to fix
their problem quickly, It was found that there are few of the
consultants who are very slow in key ing customers
information as well as keying wrong information especially
pertaining to customers name and address which had caused
the delayed in fixing the problems raised by the customer.
The technician will take a longer time to locate the customers’
address and most of time returned to office without solving
the customers complaints
 Case study
How do you solve the problem using training
need and non training need solutions?
Discuss