An organization should be very clear about its business goals and be aware of the areas where they are falling short in reaching their goals. This can help them in identifying their training needs and fill the gaps. It also helps them identify the training goals for their employees. It can be broken down into finer areas of training requirements:
Specific: The organization must be very specific about what their training goals are. A vague idea about the requirement cannot take them anywhere and the training might fall flat without giving its desired results. If it is to reduce the turnaround time of resolving a customer issue, it becomes easier to design the training module around this goal.
Measurable: Now that the training module can be designed to target a specific requirement of reducing the turnaround time, it becomes even better if it is measurable. In this case, if one can quantify that the turnaround time has to be reduced by at least ten percent, the training can be more focused towards that end and can have more impact.
Aligned with business goals: All roads in the organization should lead towards that one common business goal. If all the concerned members are well aware of the same, including the training needs, it becomes part of the corporate culture and the organization can provide better service to the client. Thus one needs to provide training in the tools that the employee handles regularly so that he can cut short many unwanted procedures that do not add value to what he is doing and to the result. This can help in reducing the overall turnaround time which may delight the customer even more.
Relevance: One should make sure that the training has to be on whatever is relevant to the role of each employee and should not be generic. If the training module is a common one for all the employees, irrespective of their roles, and their shortcomings, it might have no impact on the training goals or the business goals. It may remain vague to the employees. Hence care should be taken to ensure that the training is relevant to each trainee according to the roles and tools they are handling.
Timeline: It helps if there is a timeline for the training or else it may not have the desired impact on the trainees. Either the trainees might want to rush through the training which can leave them with half-baked skills, or if the training is prolonged over a long duration of time, the employees may lose focus and the progress could also be very slow.
Thus, there must be very good clarity on the training needs of the employees which can help them align their goals with the business goals.