You serve as the Human Resource Manager for an auto insurance company called Premium Auto Insurance. A claims supervisor has informed you that customers have begun to complain about the quality and efficiency of the claims process. They are complaining that every time that they call to follow up on their auto claim, they receive a voicemail message, and that they can never speak to a live person. On top of that, it takes multiple attempts and sometimes days for someone to return their call. An insurance adjuster is not sent out to evaluate the damage of their vehicle for weeks, and as a result, they are either paying a lot of money for a rental car or, they are left without a vehicle for long spans of time.
Currently, training consists of senior claims representatives showing new employees how to perform the job. There is no formal training for insurance adjusters because there is a requirement for adjusters to have a certification before being hired. Your CEO is counting on you to develop an onboarding and training plan.
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In this assignment, you will develop a training plan.
Complete all of the sections of the training plan template. Don’t forget to elaborate on your thoughts and provide details.
Training Plan Template
(Describe the purpose of the training program)
(Describe the scope of the training, such as initial training for new employees, staff training on important topics, etc.)
(Describe the objectives or expected results of the training. Express objectives as actions that the users will be expected to perform once they have been trained.)
(Provide an overview of the training curriculum.)
(The training audience and the time frame in which training must be accomplished.)
(What steps will you take in planning the program?)
(Describe how training evaluation will be performed using the Kirkpatrick levels)
(What training methods will you use and why)
(Identify all known constraints and/or limitations that could potentially affect the training.)