ETRM **** FINAL GROUP ASSIGNMENT

DUE DATE: **TH APRIL 2016

Instructions:

1. Groups consisting of seven members each have been allocated on BlackBoard 2. Read the following case study and complete the assignment. INKONKI INSURANCE

Inkonki Insurance Company is an industry leader. The company was established by Vuyo Ntombela, a young entrepreneur with a flair for people management. There are 5 branches across South Africa and the company profit has exceeded R3 million in its 4 years of operation. Recently, an article was published in the Business Times about the Mpumalanga branch of the Inkonki Insurance Company. Customers have complained about the service received and the poor turnaround time. Vuyo has also noted a drop in revenue as well as a high level of employee relation issues in this branch. The article published in the Business Times highlighted some of the negative customer experiences with regards to the Mpumalanga branch and has painted the branch in a negative light. Some of the comments included the following.

Customers are often bounced around from one department to another when they call in with questions because nobody is sure who handles certain issues.

The telephone etiquette of the call centre staff has been criticised. Customers often complain that they feel as if they are bothering the person who is supposed to be helping them.

Letters from customers are not always answered promptly. In some cases more than 2 months had passed between the time the letter was received at the head office and when a reply was posted.

Supervisors at the branch have responded to the complaints stating that these problems are not a result of poorly trained staff, but rather a result of lean staffing. Vuyo finds this hard to believe as he employed 10 new staff members who started at the Mpumalanga branch two months ago. Vuyo realises that the branch has now become a liability and he is considering closing the branch down unless there is major improvement in the near future.

3. Your final assignment should include, but not be restricted to, the following: Compile a Training Programme which includes the following 3.1 Provide a comprehensive needs analysis process (including the steps and methods of needs analysis) as well as the level on which the relevant issue should be addressed. Substantiate your answer.

3.2 Compile the main objective and learning outcomes of your training programme. 3.3 Indicate how the programme and programme methods and activities of the proposed interventions are aligned with the main objective and learning outcomes. Include a lesson plan as well as an example of the method/activities. Provide an example of PowerPoint slides or an outline of activity - be creative. Please take note that these activities should be appropriate for the target group.

3.4 Draw up a budget for your training programme.

3.5 Indicate the assessment methods and instruments that will be used in your training programme to determine whether learners have mastered the main objective(s) and learning outcomes. 3.6 Indicate how you will go about evaluating the effectiveness of your training programme. 4. Use the scoring rubric as a guideline when compiling your training programme. 5. The following should be included in your assignment: 5.1 A table of contents

5.2 Sources, where applicable (APA referencing style) 5.3 A reference list (APA referencing style)

5.4 Group cover pages (should include two cover pages), signed by ALL group members. 5.5 Templates for various sections.

6. Keep the following in mind when compiling your assignment. Marks will be deducted if your work is not on the prescribed standard.

6.1 Technical care

6.2 Language

6.3 The overall appearance of the assignment

Due date: An electronic copy must be submitted by the group leader on Blackboard and a hard copy must be submitted during the class session: 14 April 2016 Marks: 30 % of the semester mark

Assessment criteria: See grading and scoring rubric as well as general guidelines that will assist you in the completion of your assignment.

Grading and scoring rubric: Group Assignment

ASSESSMENT CRITERIA

Activity not

executed

Criteria not

mastered

Criteria partly

mastered

Criteria

mastered

beyond

expectation

Excellent or

perfect

execution

Marks

allocated

The following aspects are covered:

0.0

0.0

0.5-4.0

0.5-7.0

4.5-6.0

7.5-13.0

6.5-8.0

13.5-17.0

8.5-10.0

17.5-20.0

Out of

/10

/20

1. Provide a comprehensive needs

analysis process (including

background; steps and methods of

needs analysis) and determine the

level on which the issue should be

addressed.

/20

2. Compile the main objective(s) of

your programme as well as the

learning outcomes (include the

criteria against which to measure

each learning outcome; include the

NQF level for the programme as well

as a motivation for using that level.

REMEMBER: use the correct task

words for each outcome according to

Bloom’s taxonomy.

/10

3. Indicate how the programme and

programme methods, as well as

intervention activities are aligned with

the main objective and learning

outcomes (include a lesson plan and

an example of the method/activities.

Provide an example of PowerPoint

slides or outline of activity - be

creative).

/20

4. Determine whether the

programme/activities are appropriate

for the target group.

/5

5. Include a budget to determine

whether the intervention is practical

with regard to time and cost

effectiveness.

/10

6. Indicate the assessment methods

and instruments that will be used in

your training programme. (Template)

/15

7. Indicate how you will go about

evaluating the effectiveness of your

training programme. (Template)

/10

8. Technical care; references and

reference list (APA); language;

overall appearance; following of

instructions.

/10

TOTAL: 100 GENERAL COMMENTS:

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