Computer Training Program at Fortis Hospital - Assignment Example

 Computer training program in Fortis Hospital, Bangalore Design of the Course Recently I have joined as the IT instructor in the Fortis Hospital of Bangalore, India. During my 4 months tenure with the hospital I have identified that helpdesk staffs of the hospital are facing serious challenges or issue in terms of their handling of the computers. Due to this lack of knowledge the organization is struggling to manage the rush hours and unwanted gathering are taking place in front of the help desk counter. Patients and the family members of the patients are facing lots of inconveniences. It is the basic expectation from the help desk to provide prompt services to the patients or family of the patients but due to the lack of computer knowledge, staffs of the help desks are failing to provide prompt services to the customers. This has resulted into the increasing numbers of the customer complaints regarding the services of the help desk. This kind of services is not at all expected from the super luxury hospital like Fortis, Bangalore. This issue is tarnishing the image of the organization. I feel staffs of the help desk need training or development program for mitigating this issue permanently. My instructional strategy will be direct. In this training program I will directly train all the staffs related with the help desk of the hospital. The training will be done in shift wise, one shift will start from the 10.30 in the morning and will continue till 1 pm in the afternoon and the second shift will start from the 2 pm and will continue up to 4.30 pm. The whole training program will be held in the IT wing of the hospital. During the course of the training Power Point presentation will be used and all the practical demonstrations will be done with the help of computers. Each and every staffs will be given one computers where they can practice all their technical demonstrations. The cost of the training will be reasonable (Beardwell and Claydon, 2010). Power point presentation and projector will not cost high amount of money for the organization. Photo copy of the training material will be given to each and every staff of the help desk. This training program will continue for three days. At the end of the third day a simple evaluation will be done for assessing the outcome of the training. The whole training procedure will be conducted in a supportive and cooperative manner. Audience All the staffs of the help desk are the audiences for this training program. Here all the staffs are adult and have minimum of 2 years of working experiences related with this field. All the audiences are aware of the basics of the computer. There are male and female staffs who are working in the help desk of the hospital. Some of them are married and some of them are single. Minimum education of the audience is graduate level and maximum up to MBA. Age groups of the staffs will vary from 24 years to 32 years (Armstrong, 2009). All these are clearly indicating that the family, age group and educational back grounds of the staffs are different. Keeping this thing in mind the training program will be more of a pedagogical approach where audiences have to follow certain directions. All the staffs can feel free to ask any training related questions during the time of their training schedule. It will create an environment of learning where all the audiences must complete their tasks within stipulated time. Audiences will get full freedom of idea sharing with their other colleagues during the time of the training. Goals and Objectives The main objective of this training program is to make the help desk staffs more and more aware of the technicalities of the computer system which will allow them to deliver swift and prompt services to the customers (Tonchia and Quagini, 2010). Currently the staffs of the help desks are struggling with fast billing, discharging and admitting the patients. Bed monitoring and current status of the patients are also a problem area for the staffs of the help desk. But after the 3 days training program the staffs will be able to perform their tasks in a better way. The basic goal or objective of this task is to reduce the rush of family members of the patients. After this training program staffs of the help desks will be able to reduce the crowed pressure up to 15 persons in every 5 minutes. This training will bring significant behavioral changes among the staffs of the help desk as they will feel more confidence on their own capabilities. The main three components of the instructional goals and objective of this training will be to learn, analyze and to deliver the outcomes. These three components will be the basics of this training program. Assessment and Evaluation Strategies After the two days of training all the staffs will be exposed to an evaluation system of their training where their learning’s will be assessed. In the third day from 11 am to 2 pm the whole assessment process will be done. The assessment process will be divided into two modules one module will be consists of all the theoretical questions and other module will consists of practical assessments. In theoretical module audiences will have to give the answers of some multiple choice questions related with the computer technology and in the case of practical module staffs will be given a practical situation which has to be completed within the stipulated time. There will three grades A, B and C. A grade will signify that the staff has done outstandingly well in both the modules (Hoffmann, 2008). B grade will signify that a staff has performed very well in one module. C grade will indicate that the staff has not done well in any module. At the end of the training program a feedback form will be distributed among all the staffs in that form they will provide their feedbacks regarding their learning’s outcomes of this training program. Time constraint is a serious limitation for this program because it is significantly difficult for the help desk staffs to manage the working hours and training sessions together. References Armstrong, M. (2009). A Handbook of Human Resource Management Practice. London: Kogan. Beardwell, J and Claydon, T. (2010). Human Resource Management: A Contemporary Approach 6th Edition. London: Prentice Hall. Hoffmann, M. (2008). A Critical Analysis of the Balanced Scorecard - with Special Consideration to Its Implications for HRM and HR-policy. Berlin: GRIN Verlag. Tonchia, S. and Quagini, L. (2010). Performance Measurement: Linking Balanced Scorecard to Business Intelligence. Berlin: Springer. Read More