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Instructions of BUS V32 Week 5 Assignment: Designing a Training Program Framework for CSR
COMPLETE Ch 5 Assignment
Due Oct 7, 2023 by 11:59pm
Points 35
Submitting a text entry box
Available until Oct 11, 2023 at 11:59pm
This assignment was locked Oct 11, 2023 at 11:59pm.
After reading chapter 5 (particularly section 5.4 on pages 164-171), reviewing the slides, and watching the video(s):
Read the Chapter Case: The Four-Fifths Rule on pages 179-180.
Using the data table in the case, calculate the possible disparate impact for each group using the four-fifths rule and then answer the following 3 questions:
Provide the calculations for passing scores of the 6 groups (use the calculation example on page 179 to assist you in the math), and the score for the 1 group that showed disparate impact.
As the HR manager, explain TWO things you would consider before changing any selection tools based on this data. hint: review Chapter 5 slides 11, 12, 15, and 16
As the HR manager, describe TWO options you would change in the selection process to eliminate disparate impact. hint: review Chapter 5 slides 40, 49 and 50
Responses require a minimum of 4 sentences to EACH question.
Be certain to incorporate the material covered in chapter 5.
Answers should be in complete sentences and checked for spelling/grammar (just like in the workplace).
Use your own words – do not plagiarize!
Use the rubric below as you complete your assignment to maximize the points you earn.
Rubric
BUS V32 Ch 5 HW Rubric
BUS V32 Ch 5 HW Rubric | ||||||
|---|---|---|---|---|---|---|
Criteria | Ratings | Pts | ||||
This criterion is linked to a Learning OutcomeProvided the calculations for passing scores of the 6 groups, the disparate impact for 3 classifications, and identified group(s) with disparate impact. Provided the calculations for: |
| 7 pts | ||||
This criterion is linked to a Learning Outcome1. Explain TWO things you would consider before changing any selection tools 1. Explain TWO things you would consider before changing any selection tools based on your data |
| 12 pts | ||||
This criterion is linked to a Learning Outcome1. Describe least TWO options you would change in the selection process to eliminate disparate impact. 1. Describe TWO options you would change in the selection process to eliminate disparate impact. |
| 16 pts | ||||
Total Points: 35 | ||||||
Submission
Submitted!
Oct 7, 2023 at 2:09pm
Grade: 26.5 (35 pts possible)
Graded Anonymously: no
Comments:
Michael, you made some interesting observations and valid suggestions. However, some of the reasoning is not accurate – please read the rubric comments for details.
Crystal Kallik, Oct 18, 2023 at 4:22pm
Student Submission
Michael Aina
Following the chart, the percentage of men who passed the test is 84%, while the percentage of women who passed the test is 62%, which means only 74% of people passed the test. This could be considered a disparate impact.
Two things I would change as a HR manager would be to give multiple tests. By doing that, what applicants may struggle in one particular area, they could make up for it in another test where they may perform well. Also I would emphasize praise from a recent employer more than a qualifying degree if that employer is trustworthy and believable. A lot of people a cousin of mine works with constantly talks about how unprepared and clueless he is but only got to. that position because of a degree.
Two things I would change in the selection process to eliminate disparate impact would be not placing too much emphasis on a personality test. Many people are introverted (myself included) and that may rub a manager or coworker the wrong way. Even if that person is skilled in their craft. Also I would not emphasize a physical ability test. Men are naturally stronger than women and by valuing that too much that can lead to a disparity in hiring or test passing
Week 5: October 8-14
Step-By-Step Guide on BUS V32 Week 5 Assignment: Designing a Training Program Framework for CSR
Precap from Week 5 Discussion
In the week 5 discussion, we explored disparate impact in the selection process and discussed strategies to ensure fairness and compliance. This week, we will apply our knowledge to develop an effective training program for call center employees.
Introduction to BUS V32 Week 5 Assignment
Welcome to BUS V32 Week 5 Assignment: Designing a Training Program Framework for CSR! This week, we will focus on designing a training program framework to improve customer service in a call center. This Owlisdom How-To guide will help you navigate the Week 5 assignment, ensuring you address all necessary components thoroughly.
Identify three strategies and/or sources of information you will use to identify the needs for your call center training program based on the video example.
Identify Strategies for Needs Assessment
As mentioned in the BUS V32 Week 5 Assignment: Designing a Training Program Framework for CSR instructions, I will identify three strategies that will fulfill the need for a certain training program.
- Use the data table provided in the case study.
- Use Chapter 8 content to identify three strategies or sources of information for needs assessment.
- Base your strategies on the call center video example.
Example
To identify the needs for the call center training program, I would use the following strategies:
- Conduct employee surveys to gather direct feedback on current challenges and training needs.
- Analyze call center performance metrics to identify specific areas where service quality is lacking.
- Review customer feedback and complaint records to understand common issues faced by customers. These strategies will provide a comprehensive understanding of the training needs based on real data and employee input.
Identify three ways to deliver the same training information to assist call center employees with differing learning styles.
Address Different Learning Styles in Training Delivery
Next, in the BUS V32 Week 5 Assignment: Designing a Training Program Framework for CSR Instructions, I will identify three ways to deliver the training to CSRs to accommodate different learning styles.
- Identify three ways to deliver training to accommodate different learning styles.
- Use Chapter 8 content to support your choices.
Example
To accommodate different learning styles, I would implement the following methods:
- Interactive workshops and role-playing sessions to engage kinesthetic learners who benefit from hands-on activities.
- Online training modules with visual aids and videos to support visual learners who prefer seeing information.
- Group discussions and Q&A sessions to help auditory learners who excel in listening and speaking environments. These varied methods ensure all employees can absorb the training material effectively.
Determine the percentage of the call center employee training program that will be internal training versus external training and the reasons for your selected percentages.
Determine the Balance Between Internal and External Training
Next, in the BUS V32 Week 5 Assignment: Designing a Training Program Framework for CSR instructions, I will determine the percentage of CSR employee training programs, displaying internal VS external training.
- Decide the percentage of training that will be internal versus external.
- Justify your selected percentages using Chapter 8 content.
Example
I would allocate 70% of the training to be conducted internally and 30% externally. Internal training allows customization to the specific needs of our call center and fosters a cohesive learning environment. External training, on the other hand, brings in fresh perspectives and industry best practices. This balance ensures a well-rounded training program that leverages both in-house expertise and external innovation.
Closing
This How-To guide aims to assist you in navigating the BUS V32 Week 5 Assignment: Designing a Training Program Framework for CSR effectively. By designing a comprehensive training program, you will enhance the quality of customer service in the call center. Engaging in meaningful dialogue with your peers will further enrich your learning experience. Good luck with your assignment!
Precap for Week 6
Next week, we will explore performance management and employee appraisals, focusing on best practices for evaluating and improving employee performance. Be prepared to develop performance metrics and feedback strategies.
