European Training Needs Analysis 2012- Middle Management

Dear Participant,

First of all we want to thank you for taking part in this years' Training Needs Analysis Survey. We highly appreciate every answer given on the questionnaire.

The questionnaire consists of 14 short questions and will not take longer than 15 minutes. The last question leaves room for feedback regarding training needs and ideas you would like to share with us.
Thank you for your cooperation.


A red asterisk (*) indicates required questions.

  1. Which department are you currently responsible for?*


  1. In the daily operations possessing the following skills are crucial. Which of them should be improved in your team? Please prioritize them from 1 (absolutely missing skill) to 5 (skill possessed, no need to improve).*

          1 2 3 4 5    
      Prioritizing tasks   
      Time management   
      Analytical skills   
      Sense of escalation   


  1. Kaizen of customer relationship is one of the main focus in our business. Which of the following skills should be improved in your team. Please range the following options from 1 (absolutely missing skill) to 5 (skill possessed, no need to improve).*

          1 2 3 4 5    
      Listening skills   
      Handling difficult callers   
      Business writing   
      Complaint handling   
      Long-term relationship building   


  1. Without the proper knowledge of technical tools we cannot provide outstanding service. Please indicate if there is a need for more in depth trainings on the systems/programs below.*
    Excel basic
    Excel advanced
    SAP
    PeopleSoft
    CRM Tools
    Other (Please describe it at Question no. 14)


  1. How do you think the quality could be improved in your team? Please weigh the options from 1 (Absolutely irrelevant) to 5 (Absolutely relevant and needed).*

          1 2 3 4 5    
      Continuous process improvement and revision together with the client   
      “Train” the client on systems & processes   
      System improvement   
      Assigning the appropriate person to a task   
      Green belt (Six Sigma training for team leaders/ ops managers)   
      More effective workload distribution   
      More trainings   


  1. Please list three training needs of your team which are rather urgent to fill.*


  1. What are your suggestions to make trainings more practical?*


  1. How many hours would you allow your team members to devote for trainings per month?*


  1. Which is the best time for training for your team members during the month?*


  1. Team Management: In your case which training would be the most useful? Please select from the options.*
    Motivate team members
    Coaching and mentoring
    Conflict handling
    Change management
    Building a team
    Creative thinking
    Train the trainer


  1. Would you be interested in sharing best practices regularly with other team leaders and ops managers?*
    Yes
    No


  1. Financial performance is always amongst the focus areas. Which of the following topics would be helpful for you to learn about more? Please weigh the answers from 1 (Not helpful at all) to 5 (Absolutely helpful).*

          1 2 3 4 5    
      Training on sales processes   
      Finance for non finance   
      Knowledge/understanding of key terms/indicators/measurements   
      Cost control   
      Calculations of ROI for new projects/developments   
      Financial risks (profit/loss implications of actions taken in your team/department)   
      Change Request Process   


  1. Please list any other soft and technical skills trainings you believe you need to be more effective in your job role.*


  1. Please let us know if you have any additional comments related to the questions above or if you have any ideas you would like to share with us regarding the training needs.