OL 211 Final Project Milestone Two Guidelines and Rubric
Overview: For this milestone, review the case study, A.P. Moller-Maersk Group: Evaluating Strategic Talent Management Initiatives, through page 13 (up to HRCustomer Initiative at Maersk) and the job posting for a Customer Service – CARE Business Partner. View the SHRM PowerPoint presentation and its note pages:
Unit 6: Training Methods, Experiential Learning and Technology.
Using the material on needs assessment and training strategies provided in this week’s lesson and the case study, in a short paper you should:
Illustrate the value of a training needs assessment in an organization in general, supporting your response.
Describe the components of a needs assessment used to determine the training requirements of a Customer Service – CARE Business Partner at Maersk.
Describe the importance of creating Specific, Measurable, Achievable, Realistic, and Time-oriented (SMART) objectives for a training plan.
Explain the importance of developing learning activities for a Maersk Customer Service – CARE Business Partner training program.
Describe how you would incorporate adult learning principles and methods of experiential learning from this course into the Maersk Customer Service –
CARE Business Partner training program.
Guidelines for Submission: Your submission should be 2–3 pages in length and double-spaced using 12-point Times New Roman font. Be sure to list your
references at the end of your paper. Submit journal assignment as a Word document.
Critical Elements
Training: Needs
Assessment
Exemplary (100%)
Meets “Proficient” criteria and
description is clear and detailed
Proficient (85%)
Describes the components of a
needs assessment used to
determine the training
requirements of the organization
Training: Learning
Activities
Meets “Proficient” criteria and
exhibits keen insight into the
needs of adult learners
Training: Training
Needs
Assessment
Meets “Proficient” criteria and
uses scholarly research to
contextualize claims
Training: SMART
Meets “Proficient” criteria and
description is clear and detailed
Explains the importance of
developing learning activities,
and incorporates adult learning
principles and methods of
experiential learning
Illustrates the value of a training
needs assessment in an
organization, and supports
response
Describes the importance of
creating SMART objectives for a
training plan
Needs Improvement (55%)
Describes the components of a
needs assessment used to
determine the training
requirements of the organization,
but description is cursory or
inaccurate
Explains the importance of
developing learning activities,
but does not incorporate adult
learning principles and methods
of experiential learning
Illustrates the value of a training
needs assessment in an
organization, but does not
support response
Describes the importance of
creating SMART objectives for a
training plan, but description is
cursory or inaccurate
Not Evident (0%)
Does not describe the
components of a needs
assessment used to determine
the training requirements of the
organization
Value
23
Does not explain the importance
of developing learning activities
23
Does not illustrate the value of a
training needs assessment
23
Does not describe the
importance of creating SMART
objectives for a training plan
23
Articulation of
Response
Submission is free of errors
related to citations, grammar,
spelling, syntax, and organization
and is presented in a professional
and easy-to-read format
Submission has no major errors
related to citations, grammar,
spelling, syntax, or organization
Submission has major errors
related to citations, grammar,
spelling, syntax, or organization
that negatively impact readability
and articulation of main ideas
Submission has critical errors
related to citations, grammar,
spelling, syntax, or organization
that prevent understanding of
ideas
Earned Total
8
100%
OL 211: Customer Service – CARE Business Partner Job Posting
Maersk Line is the world’s largest container shipping company, known for reliable, flexible, and
eco-efficient services. We provide ocean transportation in all parts of the world. We serve our
customers through 374 offices in 116 countries. We employ 7,000 seafarers and 25,000 landbased employees and operate 580 container vessels. We market our services through the
following brands: Maersk Line, Safmarine, MCC Transport (Intra-Asia), Seago Line (IntraEurope), Mercosul (Brazil), and SeaLand (From 2015 Intra-Americas).
Maersk Line, the global containerized division of the Maersk Group, is dedicated to delivering
the highest level of customer-focused and reliable ocean transportation services. Our vision,
built from a strong heritage of uprightness, constant care, and innovation, has guided our
business operations since the first Maersk Line vessel sailed in 1904. By remaining committed
to that vision we have expanded our business to become the world’s largest ocean carrier. And
we are consistently recognized as the most reliable container shipping company.
We are looking for a Customer Service CARE Business Partner in our Charlotte, NC office. You
must be authorized to work for any employer in the US. Local candidates only; no relocation
assistance is provided.
We Offer
Maersk Line offers you an exciting career opportunity in an international, challenging business
environment characterized by high pace and diversity with focus on creating valuable relations
with our current and new customers. We offer a competitive salary and benefit package, such
as health insurance, dental and vision insurance, a 401K savings plan with an employer match,
and paid time off.
Key Responsibilities
• Act as the customer’s primary point of contact, be the customer’s internal advocate.
• Be fully responsible for customer satisfaction, own, manage all customer facing activities,
while working with Sales, GSC, One Team, Finance, etc.
• As part of Commercial Intelligence - build strong relationships with customers, gain an
understanding for their business, service needs, drivers and desires and leverage this to engage
in discussions about new business opportunities and competitor/market intelligence.
• Ensure smooth execution of the whole shipment lifecycle, by working closely with customers
and internal support groups to achieve customer satisfaction goals through pro-active
resolution handling and Issue resolution ownership. Process improvement focus is essential—
look for waste
• Understand claims policy and its impact on company assets and guide customers best possible
through any potential claim situation
• Utilize Care business partner relationships to encourage fast equipment turnaround and
collection of applicable charges as required.
• Understand and be familiar with KPIs and act in line with set targets. Drive continuous
improvements opportunities and opportunities to lower costs.
• Monitor agreed service levels, and identify root cause when targets are not met, advise
management of potential service failures and / or trends.
• Share thoughts with team at VMS reviews
• To always perform in a manner consistent with and loyal to the A.P. Moller – Maersk values.
Who we are looking for
• Direct call-handling experience
• Demonstrated relationship attributes
• Practiced listening techniques
• Negotiation skills
• Conflict resolution skills
• High school diploma or equivalent (4 year degree preferred)
• 1–2 years of experience in transportation highly desirable
• Proficiency in Microsoft Suite
Unit 6: Training Methods
Experiential Learning and Technology
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2009
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Unit 6, Class 1: Training Methods,
Experiential Learning and Technology
• At the end of this unit, students will be
able to:
> Describe the experiential learning cycle.
> Use the experiential learning cycle in an
activity.
> Apply learning criteria in choosing teaching
methods and activities.
> Identify and use elements of effective
e-learning.
> Choose appropriate methods and activities
for training.
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Training Methods
• Traditional training:
> Presentation methods.
> Hands-on methods.
> Group building methods.
• Technology-based training:
> Synchronous learning.
> Asynchronous learning.
• Blended learning.
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Training Methods
• The training program must be:
> Developed or purchased.
> Available when needed.
> Within budget.
> Appropriate to trainees’ needs and abilities.
> Liked by trainees.
> Such that learning occurs.
> Such that learning is transferred to the workplace.
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Presentation Methods
• In a presentation method, content is presented
to trainees who are passive recipients of
information:
> Lecture.
> Lecture enhanced through audiovisual methods.
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Hands-on Methods (OJT)
• Hands-on methods require the trainee to be
actively involved in learning:
> On-the-job training.
> Self-directed learning.
> Apprenticeship.
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Other Hands-on Training Methods
•
•
•
•
•
Simulations
Case studies
Business games
Role plays
Behavior modeling
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Group-Building Methods
• Group-building methods are designed to
improve team or group effectiveness.
• Experiential learning process:
1.
2.
3.
4.
Gain conceptual knowledge and theory.
Take part in a behavioral simulation.
Analyze the activity.
Connect the theory and activity with on-the-job
situations.
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Group-Building Methods
• Adventure learning:
> Outdoor activities.
> Wilderness training.
• Team training:
> Cross training.
> Coordination training.
> Team leader training.
• Action learning.
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Experiential Training
• Learner-centered training that uses active
participatory methods.
• Relevant to adult learning needs.
• Provides opportunities for the learner to:
> Engage in an activity.
> Critically review the activity.
> Draw useful insight from the analysis.
> Apply the result in a practical situation.
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Experiential Learning Cycle
Source: Learning-Theories.com
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Let’s Work Through an Example
• Group process:
> We’re going to work on a project as a group.
> Everyone has some experience with groups – some
more successful than others.
> What kinds of groups have you been a member of?
> How did the groups work?
> We’re going to complete an experiential learning
activity.
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The Experience: Step 1
• In your groups, solve this problem:
> Cut a piece of paper to look like the shape shown on
the next slide.
> There are only two rules:
• You are only allowed to make ONE cut with the scissors and
• It must be a straight cut.
> You have seven minutes to complete the task.
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The Desired Shape
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The Solution
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Observation and Reflection: Step 2
•
•
•
•
Was the task completed?
What helped you to achieve the task?
What got in the way?
How did your group members work as a team?
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Forming Abstract Concepts: Step 3
• Draw conclusions.
• What did you learn about teamwork in dealing
with this problem?
• What conclusions can you draw about how
teams work?
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Testing in New Situations: Step 4
Now what?
Apply what you’ve learned:
• What would you do differently the next time you
work with a team?
• How does what you learned about teams affect
how you would facilitate a training session?
• What kind of action planning might be
undertaken?
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Closure
• What were the main messages of the session?
• Any other questions?
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What Else Do We Know About Learning?
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Edgar Dale: The Cone of Learning
•
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Source: Mesa Community College
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Advantages and Disadvantages of
Training Methods
Method
Pros
Cons
Demonstration
Opportunity to
provide feedback.
Does not involve
everyone.
Role play
Good practice for
participants and
involvement.
May be dominated
by a few
participants.
Lecture
Good for high
Passive and not
content if
stimulating.
presenter is good.
Case study
Panel discussion
Good focus and
high involvement.
May be dominated
by a few
participants.
High content and
variety of
perspectives.
Low learner
involvement.
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What About Lectures?
• Active lectures gain the learner’s attention.
• To maximize understanding and retention:
> Include an opening summary.
> Use examples and analogies.
> Include visual backup.
> Involve participants.
> Reinforce the lecture.
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What About Activities?
• Activities should have a(n):
> Objective
> Method
> Format
• Activities should be related to instructional
objectives.
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Pros and Cons of VariousTraining
Activities
Method
Pros
Cons
Field trips
Allow for sensory
perception.
Needs prior
preparation.
Small group
tasks
Highly participatory and
task oriented.
May be dominated
by a few participants.
Video or film
Good focus and predesigned.
May enhance content.
Little participant
interaction.
Large group
discussion
Highly energizing and high May be dominated
participation.
by a few participants.
Fishbowl
activities
Develops understanding
of concepts and differing
perspectives.
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2009
Limited active
participation in
activity.
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Choosing the Training Method
• What learning outcome do you want to
influence?
> Verbal information.
> Intellectual skills.
> Cognitive strategies.
> Attitudes.
> Motor skills.
• What method best facilitates transfer of
training?
• What will it cost?
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Training Methods and Activities
Plan training methods and activities for your
training project.
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Unit #6 – Class #2 – E-Learning
and Technology in Training
• Technology in training
• Economic considerations
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Why Use E-Learning?
• Organizational benefits
> Cost-effective – reduces training costs per employee
• No travel costs for employees
> Information can be readily updated
> Easy tracking
• Can generate statistical reports.
– How many employees receive training?
– Who receives training, how often and how are
they doing?
– Track return on investment
> Can pinpoint training where it is needed
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Why Use E-Learning?
• Learner benefits:
> Training available 24/7
> No travel or time away from home
> More variety in training
> Training can incorporate games, Internet resources
and social networking
> Wider access to resources – not just the trainer
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E-Learning
• Asynchronous:
> Most responsibility for learning is placed on the
learner.
> Learning available 24/7; any time, any place.
• Synchronous:
> Virtual learning; live and online.
> The learner must participate on a schedule through
message boards, video conference, text-chat or
instant polling.
> Still, any place, but not always any time.
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Technology-Based Training
• Levels of technology-based training:
> Communication.
> Online referencing.
> Testing assessment.
> Computer-based training.
• Asynchronous.
• Synchronous.
> Blended learning.
> Expert systems.
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Features of E-Learning
• Content:
> Text, video, graphics, sound.
• Learner control.
• Collaboration between learners and trainers.
• Link to resources.
• Delivery: web-based or intranet.
• Administrative:
> Tracking and monitoring.
> Return on investment.
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Effective E-Learning
• Organization must provide:
> Management support.
> Technology resources and ongoing support.
> Employee time away from work for learning
to occur.
> Employee training in the use of e-learning
technology.
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Training Design: Which One?
• Traditional classroom.
• E-learning.
• Blended learning.
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