CUR516 W8 Instructional Plan Presentation v2 - William Stewart
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CUR/516 INSTRUCTIONAL PLAN ASSIGNMENT PRESENTATION
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CUR516 W8 Instructional Plan Presentation v2 - William Stewart
- 1. E-sales Merchandising Technician Training Program: Instructional Plan WILLIAM STEWART CUR/516 JULY 31, 2017 ELIZABETH PACE
- 2. Overview An automotive dealership’s overall success in the U.S. pre-owned automotive market is contingent upon its ability to meet car buyers where they shop with tools to use in their purchase decisions: The Internet. 88% of car buyers use online automotive classifieds listings as a primary tool in their purchase decisions (Cox Automotive, 2016). Creating and maintaining online automotive classifieds listings = Competitive Advantage. The E-sales Merchandising Technician – A key role. An instructional plan for the purpose of formally training internal employees selected for the role of E-sales Merchandising Technician was developed.
- 3. Part I Rationale Purpose: Equip E-sales Merchandising Technicians with the necessary skills and knowledge to ensure the effectiveness of the pre-owned vehicle E-sales department at each of the dealer group’s facilities. Description: A structured, technology-facilitated program consisting of 5 daily classroom training sessions conducted at the corporate training facility. Maximum class size will be no more than 5 trainees. Each training session will be 4 hours in length. Following the completion of the classroom sessions will be a 5-day mentorship program with a Senior E-sales Merchandising Technician.
- 4. Part I GOAL 1 Ensure accurate and current online classified inventory listings on dealership and 3rd party websites through the use of dedicated personnel. GOAL 2 Facilitate the consistent achievement of the E- sales department’s weekly and monthly sales goals leading to the achievement of the department’s annual sales goals. Sponsoring Department Goals
- 5. Part II Objectives Goal: Ensure accurate and current online classified inventory listings on dealership and 3rd party websites through the use of dedicated personnel. 1 2 3 In a simulation exercise in which a weekly pre-owned inventory spreadsheet is provided, the E-sales Merchandising Technician trainee should be able to demonstrate how to locate and retrieve 5 pre-owned vehicles on the dealership lot. Given a company-issued mobile device equipped with a vehicle identification number (VIN) decoder and digital camera, the E-sales Merchandising Technician trainee should be able to survey 5 different types of pre-owned vehicles: - Decode the VIN of 5 different types of pre-owned vehicles with 100% accuracy - Take the specified 9 external and 9 internal photographs with 90% accuracy Using a Wi-Fi enabled computer with access to the dealership’s inventory management software system, company-issued mobile device and digital camera, the E-sales Merchandising Technician trainee should be able to upload vehicle data and photographs for 5 different pre-owned vehicles into the software system and create an online record for each. 1 2 3
- 6. Provided with access to an active user account on the dealership’s inventory management software system via Wi-Fi enabled computer, the E-sales Merchandising Technician trainee should be able to perform the following functions within the software system: - Navigate the software menus to set the online record created for each of the 5 different pre-owned vehicles to active status. - Write and input a vehicle advertisement description that includes features and benefits for each of the 5 pre-owned vehicles. - Convert each of the records for the 5 pre-owned vehicles into a classified listing Upon reading the E-sales Merchandising Technician Orientation Book in its entirety and completing the Day 1 and Day 2 classroom sessions, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 80% on the Module 1 online quiz. Part II Objectives Goal: Ensure accurate and current online classified inventory listings on dealership and 3rd party websites through the use of dedicated personnel. 4 5
- 7. Provided the dealership organizational chart, the E-sales Merchandising Technician trainee should be able to explain which dealership personnel to address in a role play scenario in which 3 inventoried pre-owned vehicles cannot be located on the dealership lot for the purpose of surveying. Upon completing the Day 3 and Day 4 classroom sessions, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 90% on the Module 2 online quiz. Part II Objectives Goal: Ensure accurate and current online classified inventory listings on dealership and 3rd party websites through the use of dedicated personnel. 6 7
- 8. Given a sample action list from the weekly E-sales department meeting, the E-sales Merchandising Technician trainee should be able to recite the weekly sales goal for the department and explain the number of units necessary to meet the department’s weekly sales goal. Given a sample goal tracker list from the weekly E-sales department meeting, the E- sales Merchandising Technician trainee should be able to explain the correlation between the department’s weekly, monthly and annual sales goal with 90% accuracy. In a roleplay exercise of an inbound sales call to an E-sales representative at the dealership, the E-sales Merchandising Technician trainee should be able to demonstrate at least 3 of the prescribed methods for supporting the sales representative in facilitating a pre-owned vehicle sale. Part II Objectives Goal: Facilitate the consistent achievement of the E-sales department’s weekly and monthly sales goals leading to the achievement of the department’s annual sales goals. 8 9 10
- 9. Part II Objectives Terminal Objective Satisfactory learning of the knowledge and skills necessary to achieve both of the program’s goals is encapsulated in the terminal objective as follows: Terminal Objective: Upon completing the 5-day program, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 90% on the summative online exit exam.
- 10. Part II Instructional Strategies and Technologies Environment The training will be conducted at the corporate training facility equipped with no less than 7 Wi- Fi enabled computer terminals for the trainees. Additionally, an instructor’s Wi-Fi enable computer interfaced with a projector presentation system will be needed. Instructional Methodologies Lecture and discussion: Classroom lectures are followed by instructor-led group discussions. Formative assessments: There are 2 formative assessments in the form of online quizzes that are provided within the dealership inventory management software system demo accounts. There is also 1 summative online quiz.
- 11. Instructional Strategies and Technologies Instructional Methodologies Role-play: The trainee will participate in a role-play exercise to work with an E-sales representative to resolve a common issue. Simulation: The trainee will participate in a simulation involving the use of cognitive and psychomotor skills. On-the-job-training (OJT). Trainees will participate in a mentoring relationship with an experienced E-sales Merchandising Technician upon completing the 5 training sessions. Part II
- 12. Part III Required Resources 10 copies of the following: o E-sales Merchandising Technician orientation book. o Organizational chart. o Sample weekly sales meeting action list. o Sample goal tracker form. o Presentation slides. o Standard issue mobile device and digital camera reference manuals. 10 standard issue mobile devices equipped with a VIN decoder. 10 standard issue digital cameras. Active user account in the dealership inventory management software system for each registered trainee.
- 13. Part III Program Duration Classroom Sessions o 5 consecutive daily classroom sessions of 4 hours. o Monday – Friday 1pm-5pm. Mentorship o Shadowing a Senior E-sales Merchandising Technician at the trainee’s dealership destination facility. o Immediately follows conclusion of the classroom portion the following Monday. o 5 consecutive full work days Monday – Friday.
- 14. Part III Participating Individuals E-sales Quality Control Manager (serving as Instructor). Corporate General Sales Manager. Corporate Pre-Owned Sales Manager. 2 Pre-Owned E-sales Representatives. Senior E-Sales Merchandising Technician for each trainee. Implementation Human Resources Director communicates with trainees and schedules training. Classroom training consists of 5 days with each session running 4 hours. A 5-day mentorship immediately follows the conclusion of the classroom sessions.
- 15. Part III Implementation Engagement Experiential learning: Learning activities in and outside of the classroom designed to leverage experiential learning, allowing trainees to gain hands-on experience. Discussion activities: According to Chou and Lin (2015), discussion learning activities are an effective means of enhancing learner performance and engagement in classroom instruction. A substantive amount of the daily classroom sessions of the training program is allocated to substantive group discussions to increase learner engagement and facilitate social learning among the trainees. Active learning: Role-playing exercise and simulation activities enhance engagement and allow trainees to experience real-world application of the concepts. Determining Learning Instructor observation: Observation of group discussions contributes to the measurement of learning.
- 16. Part III Implementation Determining Learning ASSESSMENT TYPE PURPOSE OF MEASURE MINIMUM TARGET SCORE Benchmark Online Quiz Pre-test Existing mastery of content N/A Module 1 Online Quiz Level 2 Formative: Progress in learning content from Days 1-2; areas for improvement. 80% or higher Module 2 Online Quiz Level 2 Formative: Progress in learning content from Days 3-4; areas for improvement. 90% or higher
- 17. Part III Implementation Determining Learning Level 2 summative assessment: A comprehensive online quiz covering all content to determine overall satisfactory learning to achieve both of the program’s goals, encapsulated in the terminal objective: o Terminal Objective: Upon completing the 5-day program, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 90% on the summative online exit exam. The summative assessment will be followed by an exit interview between the instructor and each trainee to discuss overall learning, competence, and areas of focus for the mentorship to be conducted the following week. o Results will be compared to pre-test results in the instructor’s analysis of overall learning. o Failure to earn minimum required mastery score results in one-on-one session with the instructor. All assessments will be automatically scored within the software system, which will deliver the results electronically to the instructor for analysis immediately following their completion.
- 18. Part IV Evaluation Evaluating the Program Design Level 1 assessment in the form of an exit survey for trainees. Formal surveys: o Survey to be completed by the Senior E-sales Merchandising Technician that works with the trainee at the conclusion of the mentorship week. o Survey for the Pre-Owned E-sales Manager at the respective destination dealership facility to complete upon observing the trainee during the mentorship week. o Survey completed by the training instructor to provide his or her perspective. The Corporate Pre-Owned E-sales Manager and Human Resources Director analyze survey data in a collaborative effort.
- 20. References Cox Automotive. (2016). 2016 Car Buyer Journey. Retrieved from https://agameautotrader.com/agame/pdf/2016-car-buyer-journey.pdf Cherem, B. F. (2011). Using online formative assessments for improved learning. Currents in Teaching & Learning, 3(2), 42-48. Chou, C., & Lin, P. (2015). Promoting discussion in peer instruction: Discussion partner assignment and accountability scoring mechanisms. British Journal of Educational Technology, 46(4), 839-847. doi:10.1111/bjet.12178. Hodell, C. (2016). ISD from the ground up: No-nonsense approach to instructional design (4th ed.). Alexandria, VA: ATD Press. Kirkpatrick Partners. (2017). The Kirkpatrick Model. Retrieved from http://www.kirkpatrickpartners.com/Our-Philosophy/The-Kirkpatrick-Model. Lay, L. (2015). Enhanced student engagement and meaningful learning: A curriculum redesign. International Journal of Pedagogy & Curriculum, 22(2), 1-13. Retrieved from http://search.ebscohost.com.contentproxy.phoenix.edu/login.aspx?direct=true&db=eue&AN=108548139&site=ehost-live. Stevens, R. (2015). Role-play and student engagement: Reflections from the classroom. Teaching in Higher Education, 20(5), 481-492. doi:10.1080/13562517.2015.1020778
Editor's Notes
- An automotive dealership’s overall success in the U.S. pre-owned automotive market is contingent upon its ability to meet car buyers where they shop with tools to use in their purchase decisions: The Internet. A primary tool used in those purchase decisions is online automotive classifieds listings that provide detailed information on vehicle features and benefits along with multiple images of pre-owned vehicles that prospective buyers consider for purchase in their shopping process. The E-sales Merchandising Technician plays an integral role in an automotive dealership’s ability to effectively market pre-owned vehicles to prospective buyers on the Internet. At the request of the Human Resources Director, a formal training program for the E-sales Merchandising Technician was developed to staff all 9 of the organization’s dealership facilities with knowledgeable and skilled technicians.
- The rationale, or purpose, of the E-sales Merchandising Technician training program is to equip staff that are selected for this role with the necessary skills and knowledge to ensure the effectiveness of the dealership’s pre-owned vehicle E-sales department. Conducted at a central location, the dealership group corporate office, the program will be used to train newly selected employees for the role of E-sales Merchandising Technician to subsequently fill staff positions at all 9 of the dealer group’s locations. The program is structured, consisting of 5 daily classroom training sessions conducted by the E-Sales Quality Control Manager as the instructor. Each session will be 4 hours in length with a recommended maximum class size of no more than 5 trainees. Trainees will subsequently participate in a 5-day mentorship program with a Senior E-sales Merchandising Technician at their respective destination dealership facility.
- The sponsoring division for the program is the dealership’s Pre-Owned E-sales department, which identified the need to ensure accurate and current online classifieds listings in order to meet the department’s weekly monthly and annual sales goals. There are two overarching goals for the program: Ensure accurate and current online classified inventory listings on dealership and 3rd party websites through the use of dedicated personnel. Facilitate the consistent achievement of the E-sales department’s weekly and monthly sales goals leading to the achievement of the department’s annual sales goals. Creating and maintaining online classifieds listings is function that contributes to the achievement of the department’s goals, however that achievement consists of more than this aspect alone. Collaborating with other personnel, such as Pre-Owned E-sales representatives, is also an integral factor to that end.
- The objectives for the goal of ensuring accurate and current classified inventory listings on dealership and 3rd party websites are: Objective 1. In a simulation exercise in which a weekly pre-owned inventory spreadsheet is provided, the E-sales Merchandising Technician trainee should be able to demonstrate how to locate and retrieve 5 pre-owned vehicles on the dealership lot. Objective 2. Given a company-issued mobile device equipped with a vehicle identification number (VIN) decoder and digital camera, the E-sales Merchandising Technician trainee should be able to survey 5 different types of pre-owned vehicles: Decode the VIN of 5 different types of pre-owned vehicles with 100% accuracy Take the specified 9 external and 9 internal photographs with 90% accuracy
- Objective 4. Upon reading the E-sales Merchandising Technician Orientation Book in its entirety and completing the Day 1 and Day 2 classroom sessions, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 80% on the Module 1 online quiz. Objective 5. Using the dealership’s inventory management software system on a Wi-Fi enabled computer, the E-sales Merchandising Technician trainee should be able to perform the following functions within the software system: Navigate the software menus to set the online record created for each of the 5 different pre-owned vehicles to active status Write and input a vehicle advertisement description that includes features and benefits for each of the 5 pre-owned vehicles Convert each of the records for the 5 pre-owned vehicles into a classified listing
- Objective 6. Provided the dealership organizational chart, the E-sales Merchandising Technician trainee should be able to explain which dealership personnel to address in a role play scenario in which 3 inventoried pre-owned vehicles cannot be located on the dealership lot for the purpose of surveying. Objective 7. Upon completing the Day 3 and Day 4 classroom sessions, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 90% on the Module 2 online quiz.
- The objectives for the goal of facilitating the consistent achievement of the E-sales department’s weekly and monthly sales goals leading to the achievement of the department’s annual sales goals are Objective 8. Given a sample action list from the weekly E-sales department meeting, the E-sales Merchandising Technician trainee should be able to recite the weekly sales goal for the department and explain the number of units necessary to meet the department’s weekly sales goal. Objective 9. Given a sample goal tracker list from the weekly E-sales department meeting, the E-sales Merchandising Technician trainee should be able to explain the correlation between the department’s weekly, monthly and annual sales goal with 90% accuracy. Objective 10. In a roleplay exercise of an inbound sales call to an E-sales representative at the dealership, the E-sales Merchandising Technician trainee should be able to demonstrate at least 3 of the prescribed methods for supporting the sales representative in facilitating a pre-owned vehicle sale.
- Satisfactory learning of the knowledge and skills necessary to achieve both of the program’s goals is encapsulated in the terminal objective as follows: Terminal Objective: Upon completing the 5-day program, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 90% on the summative online exit exam.
- The corporate training facility is well-equipped to provide an environment conducive to technology-enhanced training. The program will be conducted at this facility, requiring 7 Wi-Fi enabled computer terminals for trainees along with an instructor’s Wi-Fi enabled computer that is interfaced with a projector presentation system. All computers are set up for access to the dealership’s inventory management software system. A variety of instructional methodologies will be employed: Lecture and discussion: Hodell (2016) explains that lectures should always be accompanied by other methods. Therefore, for each classroom session all lectures will be accompanied by extensive group discussion. Formative assessments: Implementing formative assessments for learning can provide several positive results (Cherem, 2011). There are 2 formative assessments formatted as online quizzes that will be used which are aligned with a summative assessment to be administered at the conclusion of the final day’s classroom session.
- Role-playing is an effective for teaching problem-solving skills according to Hodell (2016). The trainee will participate in a role-play exercise to work with an E-sales representative to resolve a common issue. Simulations are effective at providing practice in a safe environment (Hodell, 2016). The trainee will participate in a simulation involving the use of cognitive and psychomotor skills. OJT is, in essence, mentoring and is the most widely used instructional method (Hodell, 2016). Trainees will participate in a mentoring relationship with an experienced E-sales Merchandising Technician upon completing the 5 training sessions.
- Materials to be prepared include 10 copies of the E-sales Merchandising Technician orientation book, organizational chart, sample weekly sales meeting action list, sample goal tracker form, standard issue mobile device and digital camera reference manuals, and copies of presentation slides to be provided to trainees. Additionally, 10 standard issue mobile devices and digital cameras will be needed. The trainees will need access to an active user account on the dealership’s inventory management software system.
- The training program is structured into 5 daily classroom training sessions that are 4 hours in length. Upon completion of the classroom sessions, the trainee will participate in a mentoring relationship, shadowing an experienced E-sales Merchandising Technician on staff at the destination dealership facility for 5 full work days.
- The E-sales Quality Control Manager will serve as the instructor. Along with the instructor and trainees, staff participating in the training program include the Corporate General Sales Manager, Corporate Pre-Owned E-sales Manager, 2 Pre-Owned Sales Representatives, and a Senior E-Sales Merchandising Technician at the destination dealership facility for each trainee. The Corporate General Sales Manager and Corporate Pre-Owned E-sales Manager will be present for a portion of the training, with all other participants being present for the entirety of the 5-day program.
- Engagement Experiential learning helps learners link what they learn in the classroom to the workplace and is effective at engaging learners (Lay, 2015). In addition to classroom training in the corporate training facility, some activities will be conducted on the dealership lot at the corporate office to leverage experiential learning, allowing trainees to gain hands-on experience. According to Chou and Lin (2015), discussion learning activities are an effective means of enhancing learner performance and engagement in classroom instruction. A substantive amount of the daily classroom sessions of the training program is allocated to substantive group discussions to increase learner engagement and facilitate social learning among the trainees. Active learning is used through a key role-playing exercise and simulation in the training program. These activities allow the trainees to experience real-world application of the concepts and gain insight into examples of some of the day-to-day tasks of the E-Sales Merchandising Technician role. Additionally, active learning methods such as these are effective strategy for enhancing learner engagement (Stevens, 2015). Determining Learning Instructor observation: The instructor will be able to determine some important aspects of learning through observation of, and participation in, the group discussions in each classroom session.
- Cherem (2011) explains that instructors can compare pre- and post-test results to document progress, as well as quickly identify areas of focus to take a more student-centered approach. A pre-test will be administered at the beginning of the Day 1 classroom session to determine the current level of mastery for each trainee and establish a benchmark against which summative assessment results will be compared to determine learning at the conclusion of the course. The purpose of pretesting will be communicated to trainees: To determine base-level knowledge to accommodate trainees and compare results to determine overall learning at the end of the program. Kirkpatrick Partners (2017) prescribes the use of Level 2 evaluation to determine the degree to which learners meet objectives. Level 2 formative assessments in the form of online quizzes will be conducted at points during the classroom training week. Upon the completion of the first 2 days of classroom sessions, the Module 1 online quiz covering content related to objectives 1-3 will be administered. After completing the Day 3 and Day 4 classroom sessions, trainees will complete the Module 2 online quiz covering content related to objectives 5-6.
- A Level 2 summative assessment will be administered at the conclusion of the Day 5 classroom session. The assessment is a comprehensive online quiz designed to determine satisfactory learning of the knowledge and skills necessary to achieve both of the program’s goals, which are encapsulated in the Terminal Objective: Upon completing the 5-day program, the E-sales Merchandising Technician trainee should be able to earn a minimum score of 90% on the summative online exit exam. The online exam summative assessment will be followed by an exit interview between the instructor and each trainee to discuss overall learning, competence, and areas of focus for the mentorship to be conducted the following week. Trainees that do not earn the minimum required score on the summative assessment can proceed to the mentorship upon completing a one-on-one session with the instructor to address areas of deficiency.
- Hodell (2016) points to the importance of including all stakeholders in the evaluation of the design process. A Level 1 assessment in the form of an exit survey for trainees centering on their perspective of the effectiveness of various elements of the training program will need to be created. In addition, 2 surveys centering on the knowledge, skills and competence of graduates of the training program will need to be created. Upon observing graduates behavior in the field through the mentorship, the Pre-Owned E-sales Manager at the destination dealership facility will complete one of these and the Senior E-sales Merchandising Technician mentoring each graduate will complete the other. Lastly, a survey to provide information on the perspective of the training instructor will need to be created. The data from each of these surveys will be delivered to the Corporate Pre-Owned E-sales Manager and Human Resources Director to be analyzed in a collaborative effort.
- The Pre-Owned E-sales Merchandising Technician plays a vital role in the success of the automotive dealership in an increasingly competitive marketplace. This training program will help ensure that Planet Auto’s technicians are skilled and competent to fulfill the important tasks of their role and ultimately contribute to the organization’s overall success. It can also serve as a foundational model to be used in developing additional training programs for other roles within the dealership group.