Plan The Design of an Organisational Learning Strategy - Report - Management Assignment Help

Assignment Task:

Task:

In this assessment you are to plan the design of an organisational learning strategy. Your role is to improve the organisation’s learning and the quality of its training and assessment products and services. You can choose your current workplace or an organisation you are familiar with.

The following information should be researched, and a brief report should be made to outline each of the following:

1. The people who hold key positions of authority in the organisation and their responsibilities. (Specific to the organization)

2. Locate the organisational policies and procedures that relate to consultation and communication. Identify the roles involved in supporting and encouraging input into the policy development process. (Specific to the organization)

3. Identify any three (3) current approaches to designing assessment instruments and organisational strategies. (general approach)

4. Identify any continuous improvement processes linked to the learning strategy (if any). If there are none, identify at any two (2) that you could use for this purpose. (Specific to the organization)

5. Briefly describe how strategies have been implemented in the past and how they have impacted the organisation. Have they met their goals? (Specific to the organization)

6. List the documentation you will need to either use or develop tools for your learning strategy. (General/specific)

7. Identify any two (2) types of evaluation strategies that could be used for these purposes.
(Linked to Q5)

8. Describe the organisational learning theory. (General)

9. Outline the quality management compliance requirements for organizational learning. (general)

10. List any three (3) international e-learning compliance regimes. (general)

11. List any two (2) authority compliance requirements and obligations of your organisation. (Specific)

12. Identify any four (4) legislation, codes of practice and national standards that apply to the job roles within your organisation. (Specific)

13. Briefly describe the technology and systems you will need to implement and design for your learning strategy. (specific/general)

14. Identify and review the methods that you would use to deploy new policies and procedures relating to organisational learning. (specific/general)

15. Identify how organisational learning can impact the organisation’s competitiveness.
(General)

(Provide references wherever needed.)

Case Study Assessment Task 2

P.S: This section you will have to develop a separate Policy, with regards to implementation ofthe L&D Strategy. Please use the L&D Strategy Template provided separately. Completing all the sections in the Template (L&D Strategy) would ensure you have covered all the 6 points in this task.
(For the Final Submission remove all these points and just put in the L&D Strategy that you would create for Task 2)

As part of this assessment you are required to access the simulated business of ‘Bayside Call Centre’ and your role will be that of the Human Resources Manager. You can access all required information to assist in completing the Case Study Tasks in the Bayside Call Centre Organisational Portfolio. Relevant documents may include:

 Business Overview
 Documented policies and procedures that are currently in place within the business.

 Position Descriptions
For this task you are to complete and document the following activity to demonstrate your ability to prepare for, and lead learning strategy implementation at Bayside Call Centre.
1. The first step is to decide on the types of learning and training your staff members require. Choose at least three (3) areas of training and development for the purpose of this activity. Possibilities may include:
a. Customer service
b. Team-work
c. Equipment operation
d. Product and service knowledge
e. Leadership training
2. Once you have decided on the types of learning required you can begin to design the strategy. Your strategy will need to incorporate all the learner, instructor and organisational strategic requirements for it to be thorough.

3. You will need to identify accredited or non-accredited units or training programs and include the specifications in your strategy.

4. One of the activities that will need to be designed will be learning and assessment strategies. Every employee in the organisation who is participating should have their own learning and assessment strategy. These strategies should be flexible enough to change with the changing organisation.

5. The next step is to design your course materials. In some cases, course materials are available for purchase in others, you may need to design them yourself. Then you have to determine how these course materials can be presented for example:
a. Group discussions
b. Modelling
c. Scenarios
d. Drills
e. Applied practice (Covered in the L&D Strategy template)

6. The next step is to design policies and procedures and other required processes that relate to the implementation of the organisational learning strategy. This should include:
a. Management of resources

b. Staff allocation
c. Communication
d. Consultation
e. Assessment and recognition
f. Procurement and supply

Once you have completed the strategy, developed or organised assessment and presentation tools and resources and developed policies and procedures, you will need to begin the implementation phase in Assessment Task 3.

Implementation and Review Activity Assessment Task 3
In order to effectively implement your learning strategy for Bayside Call Centre, you will need to use the learning and development strategy created in Task 2.

PART A
1. In a simulated work environment of the classroom, you will need to demonstrate to your Trainer your ability to Facilitate a training session (for 30 minutes) as described in your learning strategy. A small group of 3 - 5 students will play the role of employees at Bayside Call Centre.
You need to ensure that after your training session, assessments have been completed and gathered for validation purposes. All resources used for this activity must be presented for assessment.

Your trainer will observe your ability to model high standards of management performance and behaviour and make informed decisions in a collaborative manner. You will be assessed on your ability to demonstrate the following skills as you undertake the task:

• Facilitate individuals and teams’ active participation.
• Learning and outcomes of your training session
• Analyse the risks of the options suggested
• List the resources/ technology required to implement the option decided upon and the time frame you will implement
• Use appropriate interpersonal skills
• Model the standards of the organisation
• Build trust, confidence and respect of the team

Task 3
Part B

1. Validate your assessment methods and tools. Answers to these questions should be included in the assessment.
a. Did they meet the required goals of the training?
b. Did they meet the organisational needs?
c. Was the method of presentation suitable for the needs of the learners?
(Use the Validation Template Provided) (Make sure you leave some evaluation comments in the validation templates) (Attach as Annex B)

2. Check your policies and procedures to ensure they are compliant, relevant, effective and to determine if changes are required due to identified gaps. Please provide a copy of the evaluation and any identified gaps.

(Policies of the bayside call centre from the case study. Put any copies of changes made in them and attach as Annex C)

3. Evaluate the strategic outcomes attained through the learning strategy. If any changes are required and goals were not met, changes should be made to the organisational policies and procedures to reflect the changes.

4. In order to review Bayside Call Centre’s learning and development you should develop policies and procedures that assist you to liaise with educators, learners and others on the processes used to monitor how well strategies and resources achieve the learning targets. These policies and procedures should be included in the assessment. These policies and procedures may include:
a. Surveys
b. Audits
c. Methods for gathering feedback
d. Plans for consistent reviews
e. How to incorporate changes into learning and development strategies and practices
f. When and how often, modifications are required to learning strategies and resources (continual improvement strategy)

Get Some useful insights from:
https://www.contactspace.com/blog/call-centre-process-improvement
https://www.callcentrehelper.com/12-great-tips-to-improve-call-centre-performance-2694.htm
https://www.ameyo.com/blog/call-center-improvement-strategies-for-improving-call-centers

5. Finally, when all the above steps have been competed, you are required to improve the learning and development strategy, incorporating all your findings.
You should ensure you provide the original strategy along with the new and improved one. To do this you will need to:
a. Look at all the feedback and information you have gathered
b. Look at the resources, including human resources used throughout the process and identify performance levels
c. Develop and plan for future improvements. This plan must be in the form of recommendations and should be submitted for assessment.

(As per the L&D strategy in Task 2) Provide recommendations and the two versions of the L&D strategy)

ANNEXTURES
Annex A.
Assignment created in PART A of Task 3. (10 questions and Answers provide by HR Manager and answered by each group Member)
Annex B
Validation form with evaluation comments. (Q1 of Part B, Task 3)

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