Internal Service Analysis : The trainer’s internal activities in the service delivery
Vázquez de Palén, Luz Marcela (2013)
Vázquez de Palén, Luz Marcela
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The case study was focused in finding actual data, collected from the internal company’s stakeholders as well as through the service design tools, to obtain different type of information in order to develop the current company’s internal service analysis related to training. The main idea was to use the service design tools while developing the case study. During the development of the thesis, were used some approaches for data collection such as, electronic survey, workshop, and shadowing technique. The data was collected from the service providers in the company. The main findings of the thesis were a stakeholder mapping which represents the current training delivery process and the trainer’s role tasks, a description of common characteristics of the training participant’s behavior and its motivation, a trainee’s motivation facts comparison, a table of results of the shadowing method compared to the survey results, an updated mapping description of the trainer role in this service which was complemented with the survey results. Other relevant data collected through different research methods was useful to support the case analysis, and has been placed into one table of information for more easy analysis. The analysis of the results reflected a holistic view of the current role of the trainer, delivery, and training experience offered to the training participants. The information found was helpful to build some observations and conclusions in order to possibly enhance the trainer process descriptions and open further internal discussions to improve the service.