Assess if the Organization is Ready for Change How can I analyze if my organization is ready for change? This question is for a capstone project.  I have a

Assess if the Organization is Ready for Change How can I analyze if my organization is ready for change? This question is for a capstone project.  I have attached two documents for context.  How can I address the following?

Examine two to three areas for improvement based on the environmental scan that you completed on your organization. Document, in detail, the implementation of the improvements you will recommend to your senior leadership.
Assess and explain whether the KPIs you selected substantiate or refute the environmental scan results.
Briefly analyze your role as a change agent or consultant, providing examples of success or failures you have experienced.

Length: 5-7 pages, not including title and reference pages
References: Include a minimum of three scholarly resources within the last 5 years. Continuous Improvement Process Plan Introduction
Implementing a Process Change in Training

The purpose of this meeting is to propose a change to the current training process and implement a new training process to improve the quality of service delivered to students. This new training format is intended to expedite services, eliminate misinformation to students, and most importantly empower financial aid technicians with the knowledge and skills to be self-sufficient in solving student problems.

The Problems
On-the-job training process

New hires’ limited comprehension of training materials

Short timeline

Nonsystematic delivery

Unrealistic expectations

Currently, most of the training is delivered while the employee is performing tasks. For some organizations this is sufficient. However, for us, having knowledge of the resources that we offer to students is imperative. It is essential that staff understand their role and the resources available to assist and how to use the tools to do their job effectively. To provide context with the current process, we provide new hires with learning materials to review on their own. While they are reviewing the information, leadership is busy with their various duties. Later, leadership meets with the staff in brief meetings to go over what they have reviewed and provide and opportunity to ask questions. However, many of the new hires do not have any background in the area; therefore comprehending the materials is difficult because there is no context of understanding. Furthermore, the training is not very systematic, and it has led to confusion. The staff is then transitioned to seeing students in person and taking the calls to assist students. They are expected to be able to provide excellent customer service while educating the students, potential students, and parents on the resources available to them.

Understanding The current process
Training focuses on knowledge recall but not real scenario application
No scheduled meetings
Constant need for just-in-time training
Decreased productivity and student frustration

There are several problems with the current process. The materials provided to train focus on the various federal and state funds available to the students. The staff gets the opportunity to learn what resources are available, however do not understand how to translate that information to students. Another issue is, since there is no systematic delivery of information or scheduled meetings, the technicians are confused and do not fully understand how to apply the information. Misunderstanding the information leads to poor customer service because staff either provides misinformation or must constantly come to supervisors for assistance. This can ultimately frustrate the student and affects the productivity of the team because when a manager must stop running necessary process, it delays productivity of services overall.


Limited understanding of the big picture
Lack of confidence
Decrease of “Quality” customer service

Other issues include the staff having a lack of confidence when working with students because they do not understand. This can cause anxiety and apprehension and reduces the technician’s ability to maintain control and provide excellent customer service. These are just a few of the issues and I believe it is due to the technicians not retaining the information or knowing where to access the information for themselves to solve problems.

Barriers for non-traditionalan students
new training process
Proposal of structured topics

To address the issues, I am proposing a new format to the training process. The training will consist of the following subject areas: federal and state funding, system usage, and review of available references/resources. In addition, part of the training will consist of actual problem scenarios in which the technicians will have to resolve. This is a way to evaluate the effectiveness of the training. Due to the various dynamics and complicated issues in financial aid it is necessary to conduct the training consistently over a specific time period before allowing the technicians to address students.

System usage training

Review of available references and resources

Problem solving scenarios

Evaluate training effectiveness and employee readiness

Employee begins working with students

Read federal and state funding materials

Proposal of training format and timeline
1 – 2 week training
Rotating schedule for new hires and training facilitators
Implementation of the “Buddy System”
Employee and facilitator training evaluation

The training will be conducted over a 1 week to 2-week period. To ensure that students can be served during the training period, technicians will be trained on a rotating schedule. Management will serve as subject experts and will also rotate on facilitating the training. This will ensure that there is always coverage to address the student traffic yet provide technicians with the knowledge necessary to be self sufficient. Finally, continuous improvement training is necessary, and this will be implemented in the form of a “buddy system”. Each technician will be assigned a mentor to foster further development. This mentor will serve as the go-to person for that technician. This will help reduce the interruptions of the mentors by preventing one senior member for having to address most of the issues and will free all senior members the time necessary to carry out their specialized duties such as managing the work study program, running various batch processes, and system setups Facilitators will use the problem scenarios as a way to evaluate the training and employee readiness. In addition, new hires will be given a survey to evaluate the content, effectiveness, timing, and delivery of the training.

How can institutions address the needs of non-traditional students
Be transparent about tuition costs and fees
Highlight the different types of financial aid
Explain the process to obtain college funding

Financial aid technicians are responsible for providing advice and guidance to students, prospective students,and parents regarding financial aid programs, application procedures. They are also responsible for verifying financial aid application information, packaging and awarding federal and state financial aid all in according to changing federal, state and institutional regulations and policies. The work requires excellent communication skills to counsel students who may be hostile or frustrated. Financial aid technicians requires knowledge of current financial aid regulations and considerable judgment in applying them to specific cases.  I believe the new training format will provide are technicians with the ability to perform the duties effectively.


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