Training Needs Analysis for New Workers Compensation Underwriting System
The business units underwriting workers compensation insurance
policies for a major international insurance firm joined together to
develop a new business processing system. This impacted
several business units and was a major source of division revenue
and profit. Senior management requested training with the
- All users to be trained and converted to the new system
within three months with the least impact on their work time as
- Training to be classroom-based with a business expert
participating in each session to answer technical business
- Focus training to each business unit and to the unique usage
within those units.
Training requirements had to be determined for purposes of
developing curriculum but also to estimate the total training time
for each location, business unit, and in aggregate. This was
necessary to set the pace for office conversions and ascertain if a
three month conversion window was feasible.
The following data gathering efforts were initiated:
- All users were
identified through human resources by name, division and job title
with their manager’s name.
- A survey was
sent to each manager requesting they identify the way that their
users use the existing system by each job title reporting into them.
between to old and news systems was mapped.
- Using the
survey results, existing functional usage was mapped to new system
usage for each job title. These results were reviewed and
approved by business management.
- The system
usage volume was also tabulated by job titles and business units.
- A matrix of
functionality and job title usage identified common training needs
for specific groups of job titles and business units. It also
showed there were distinct differences in the volume of system use
within job titles. The variance was partially related to job
title but also varied by the volume of business being processed and
within different business units.
- The system’s
functionality was easily packaged into training modules.
However, mapping those modules to job titles and business units
created too many sub-groups to efficiently train the total audience.
Analysis of the usage data easily grouped users into four categories
that reflected their usage type and/or volume.
The proposed training modules were mapped to the four usage
groups. Total training time for the individual users within
each group could then be estimated. This provided the data to
model total training time by location to evaluate deployment
calendars and determine the feasibility of the three month
The four groups and their training time requirements were
- Inquiry users
- Minimal users 1
- Heavy users 2
- Periodic users
get 3 days (less familiar with the business rules hence longer
Training was developed in six components modules that could be
mixed and matched to meet the needs of each of the four usage
This process and analysis created much better aggregate groups
within each training location from which to estimate training time
and schedule classes.