Introduction
The Front End Analysis (FEA) is a crucial instructional design (ID) step.
FEA is primarily done to know whether ID solves the problem.
Usually, a client or stakeholder initiates the request for instruction. However, in some cases, the request for instruction is uninformed, meaning that the requesting party doesn’t fully understand the root cause of the problem, hasn’t explored other solutions to the problem, or both.
Because of this possibility, the instructional designer (IDer) has to investigate the actual cause of the problem and whether ID is truly part of the solution to the problem.
The main questions that FEA answers are
1. What exactly is the problem?
2. What is/are the root cause(s) of the problem?
3. What is/are the solution(s) to the problem?
4. What is the cost-benefit of ID in comparison with the other solutions?
To answer these questions, various analyses are needed to be performed. These analyses are part of the bigger FEA.
If the IDer confirms that ID will be an effective and optimal solution after performing the FEA, the ID process may continue to the next phase. If however the IDer confirms that other solutions will be better, then the IDer has to inform the requesting party about this and recommend other more effective solutions to the problem, aside from ID.
Solution options and impact
A cost-benefit analysis (CBA) examines the benefits that may be derived from a solution while also considering the costs or drawbacks that may be incurred when the solution is pursued. Performing the CBA enables us to quantify the positive and negative impacts of various solutions, which enables us to better decide which among the options is the most optimal.
If there are no options to choose from, the CBA allows us to see the impacts of a potential course of action, wherein the data from the CBA may inform us whether to continue to pursue or abandon the solution.
Applying CBA to our hypothetical scenario is shown below.
Application of Solution Options and Impact Analysis
Below is a hypothetical scenario wherein I have applied Cost-Benefit Analysis to better understand the impacts and benefits of the various solutions proposed during the gap analysis.
As a background to the case, a call center was experiencing a decline in customer satisfaction scores. The personnel who initiated the request for ID is the Director of Customer Service. The Director is requesting training for his managers since it is suspected that the managers are underskilled in fully utilizing the scheduling software that the organization purchased.
In response to this request for instruction, I have already performed a background analysis,a root cause analysis, and a gap analysis as part of the FEA.
A summary of the responses to the questions by the Director and the managers interviewed and my notes during the gap analysis is provided.
Solution Option 1: Training for Customer Service Managers (Instructional Design Solution)
Solution: Develop and implement a comprehensive training program for customer service managers on the upgraded call center software.
Benefits:
Improved Efficiency: Managers will become proficient in the software, leading to more effective scheduling and reduced customer wait times.
Enhanced Customer Satisfaction: Quicker response times and more accurate service will likely result in higher customer satisfaction and loyalty.
Reduced Errors: Proper training will decrease the likelihood of scheduling errors, reducing the need for corrective actions.
Long-Term ROI: Investing in training now will yield long-term benefits as the staff becomes more capable, potentially leading to reduced operational costs.
Costs:
Development and Delivery Costs: Designing and delivering the training program will require investment in instructional design, training materials, and possibly external trainers.
Time Investment: Time taken for training may temporarily reduce availability of managers, potentially affecting operations in the short term.
Ongoing Support: Continued support and updates may be necessary as the software evolves or as new employees are onboarded.
Impact:
The benefits of enhanced efficiency, customer satisfaction, and reduced errors outweigh the costs. The long-term return on investment (ROI) from this training initiative justifies the initial expenditure, making it an optimal solution.
Solution Option 2: Software Usability Improvement (Non-Instructional Solution)
Solution: Redesign the user interface (UI) of the upgraded call center software to make it more intuitive and user-friendly.
Benefits:
Increased Usability: A more intuitive UI will reduce the learning curve for both current and future employees, improving overall efficiency.
Reduced Training Needs: A simpler interface may reduce the need for extensive training, saving time and resources.
Enhanced Productivity: Staff will be able to navigate the software more quickly and effectively, improving response times and accuracy.
Employee Satisfaction: A user-friendly system can increase job satisfaction, potentially reducing turnover.
Costs:
Development Costs: Significant investment may be required to redesign the UI, including collaboration with the software vendor or hiring UI/UX specialists.
Implementation Time: Redesigning and rolling out the updated software may take time, during which current inefficiencies may persist.
Potential Downtime: Implementing the new UI could require temporary downtime or transitional phases, possibly disrupting operations.
Impact:
The improved usability and productivity gains are substantial, though the initial costs and implementation time are also considerable. However, the long-term benefits suggest that this investment will pay off, making it a viable solution, particularly in combination with other strategies.
Solution Option 3: Addressing Staffing Shortages During Peak Hours (Non-Instructional Solution)
Solution: Adjust shift schedules and hire additional part-time or temporary staff to ensure adequate coverage during peak hours.
Benefits:
Improved Service Levels: Ensuring sufficient staffing during peak times will reduce customer wait times and enhance service quality.
Operational Flexibility: Hiring part-time or temporary staff provides flexibility to adjust to varying demand levels without long-term commitments.
Customer Retention: Better service during peak hours is likely to improve customer satisfaction and loyalty, contributing to customer retention.
Costs:
Increased Payroll Expenses: Hiring additional staff will increase payroll costs, which may be significant depending on the extent of the staffing needs.
Administrative Costs: Recruiting, hiring, and managing additional staff, particularly temporary workers, may require additional administrative effort and resources.
Potential Overstaffing: There is a risk of overstaffing during non-peak hours if the scheduling is not managed carefully, leading to inefficiencies.
Impact:
The benefits of improved service levels and customer retention during peak hours justify the additional payroll and administrative costs. The flexibility provided by part-time or temporary staff helps mitigate the risks of overstaffing, making this a cost-effective solution.
The Conclusion from the Solution Options and Impact Analysis
The Solution Options and Impact Analysis provides a clear comparison of the potential solutions to the identified problems. The instructional design-related problem of training customer service managers is best addressed through a comprehensive training program, while the non-instructional problems of software usability and staffing shortages require software redesign and strategic staffing adjustments. Each solution offers significant benefits that justify the associated costs, supporting the overall goal of improving customer satisfaction and operational efficiency.