Program Design Case Study

Unit 6 Assignment: Program Design Case Study
In this Assignment, you will write a paper responding to the following email (p. 240, #5).
Dear (Your Name),
Thanks for your recommendations regarding how to make the “Improving Service Quality Program” a
success. To improve hotel staff ability to respond effectively to customer complaints, we have
incorporated many of your ideas into the program, including the following:
1. Having trainees bring an example of a customer problem to class.
2. Giving trainees the opportunity to practice with irate customers.
3. Providing trainings with feedback during role-plays.
4. Having trainers identify and communicate objectives of the program to trainees.
5. Having trainers communicate to the trainees specific key behaviors related to customer service.
I am now concerned with how to make sure our training investments pay off. I am interested in seeing
that employees effectively and continuously apply in their jobs the skills, and knowledge they have
gained in training. I have some degree of training objectives (I know these 5 lack clear performance,
criteria and conditions); however, beyond improving the training objectives themselves, what program
design recommendations would you make to improve transfer of learning (pgs. 226 – 238).
Respectfully,
James E. Smith
This Assignment is a paper, not a worksheet.
Use the following headers to organize your paper:
 Introduction
 Program Design: Recommendations
 Program Design: Why
 Conclusion