This case study involved identifying the training needs of the Arizona Motor Vehicle Division (AMVD), a state governmental agency, surveying the perceptions of Customer Service Supervisors (CSSs) about how effectively the AMVD training program was meeting the needs of the learner and the organization, and evaluating transfer of learning from the classroom to the office. The study intended not only to identify the effectiveness of the existing training program but also to evolve learning strategies to use in creating new training interventions in AMVD and possibly in similar governmental organizations. The AMVD needs were identified through formal interviews with CSSs in multiple sessions. The results from the interviews were grouped by topics and used to develop a multi-question, Likert-based survey that was used to gather CSSs' perceptions about how well the training program was teaching the identified knowledge, skills, abilities, attitudes, and behaviors (KSAABs). The results of the study and the literature research were combined to create a theoretical model that can be used to guide the development of a single training class or an entire training curriculum. The proposed model is pinned on a constructivist foundation that uses learner-based techniques to move responsibility for learning from the instructor to the learner through the development of an effective transfer of learning program based on teaching of higher level thinking skills. The model is scheduled for validation in AMVD design and training projects with veteran and novice trainers and for trials in other states' MVD training programs.interesting that all the customer service comments are rated well over 3 and achieved the highest overall score, even ... or assumption is that any customer who does not lodge a formal complaint has been provided good customer service.
|Title||:||Learner-centered Learning: A Solution to the Future Needs of Motor Vehicle Division Training|
|Author||:||Larry E. Ellis|
|Publisher||:||ProQuest - 2007|