Analyzing the Situation
Is the problem serious?
The problem is serious because some technicians are spending excessive time on troubleshooting to get the exact problem.
Do other members of the group think so?
Yes, other technicians also believe they are taking excessively long on troubleshooting.
Would the reader think so?
The reader would also think that technicians are taking long on troubleshooting, which reduces their effectiveness.
What caused the situation?
The situation is caused by unclear understanding of computer systems and networks and/or failure to follow recommended troubleshooting procedures because they do not know the procedures or because they think these procedures are not effective.
What bad effects does the problem cause? How is it hurting the organization?
The problem is causing unnecessary delays in various processes because technicians are taking too long to repair system breakdowns. This is causing customer dissatisfaction especially when they have to wait for too long to get information.
Is it endangering any long-range goals?
Yes, particularly efforts towards improving customer satisfaction
The Best Way Possible of Changing the Situation
Improving the competency of technicians will enable them troubleshoot computers for hardware and software problems faster. This will in turn reduce the time that technicians take to troubleshoot. Computer technicians in the organization require regular training on computer hardware and software to enhance their competence.
The Feasibility of Making the Change
Testing the Proposal
The effectiveness of any worker is largely dependent on the workers masterly of the task, which in turn depends on the worker’s knowledge, skills and competencies. Since the proposed change is all about increasing the skills and competencies of technicians in the organization, it will surely improve the situation, and it is highly needed to turn around the situation. The only threat to its applicability is failure by technicians to collaborate and lack of trainers, both of which are rare occurrences.
Profiling the Reader
The reader is aware of the situation mainly because it has serious impacts on the organization’s performance. However, there is no indication of the reader’s awareness of the situation although solving the problem will have a great impact on the reader. Accordingly, the problem is of great importance to the reader especially if he has an idea of how much the change will improve service delivery in the organization.
Anticipating Objections to My Recommendation
It won’t help
It is evident that our technicians only require sharpening their technical skills and this will surely help
We can’t afford it
Looking at the organization’s financial status, it can afford. Payback will be realized within a short time and this will help the organization improve its financial performance
It will take too long
Yes, training will take some time, but troubleshooting time will be reduced drastically
People won’t do it
Technicians who will not agree to undergo training will be subjects for elimination
I don’t see how to get started on your proposal
Once you approve it, I will see you through every step of the whole process
It’s already been tried and it didn’t work
It depends on how others tried it. It might be that they used an unskilled and inexperienced trainer
Listing and Developing Reasons for Adopting the Proposal
- Training has constantly been used to improve employee performance in almost all organizations where employee training and development are key aspects of human resource department
- Various professions such as nursing call for regular training of its members to acquaint them with new skills that improve their effectiveness
Comparing my Suggestion to Alternatives
