HRD2601
Assignment 3 Semester 2 2025
Unique Number:
Due Date: 22 September 2025
QUESTION 1
1.1.
The first and most important step in the learning and development (L&D) process is the
needs analysis or training needs analysis (TNA). This step involves identifying the gaps
between the current performance levels of employees and the desired levels needed to
meet business goals. In the case of Nozipho Shazi’s cleaning company, the drop in
customer satisfaction signals that there is a skills or behavioural gap that needs to be
addressed urgently.
A proper needs analysis allows the L&D manager to gather relevant information to
understand the root cause of the problem. This includes determining whether the staff lacks
communication skills, customer service etiquette, or motivation. The analysis should focus
on three levels: organisational needs, job/task needs, and individual needs (Coetzee et al.,
2019). At the organisational level, the focus is on understanding the company’s service
goals and the importance of maintaining client satisfaction. At the task level, the rolesTerms
of both
of use
By making use of this document you agree to:
Use this document as a guide for learning, comparison and reference purpose,
Terms of use
Not to duplicate, reproduce and/or misrepresent the contents of this document as your own work,
By making use of this document you agree to:
Use this document
Fully accept the consequences
solely as a guide forshould you plagiarise
learning, reference,or and
misuse this document.
comparison purposes,
Ensure originality of your own work, and fully accept the consequences should you plagiarise or misuse this document.
Comply with all relevant standards, guidelines, regulations, and legislation governing academic and written work.
Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is" without any express or
implied representations or warranties. The author accepts no responsibility or liability for any actions taken based on the
information contained within this document. This document is intended solely for comparison, research, and reference purposes.
Reproduction, resale, or transmission of any part of this document, in any form or by any means, is strictly prohibited.
Assignment 3 Semester 2 2025
Unique Number:
Due Date: 22 September 2025
QUESTION 1
1.1.
The first and most important step in the learning and development (L&D) process is the
needs analysis or training needs analysis (TNA). This step involves identifying the gaps
between the current performance levels of employees and the desired levels needed to
meet business goals. In the case of Nozipho Shazi’s cleaning company, the drop in
customer satisfaction signals that there is a skills or behavioural gap that needs to be
addressed urgently.
A proper needs analysis allows the L&D manager to gather relevant information to
understand the root cause of the problem. This includes determining whether the staff lacks
communication skills, customer service etiquette, or motivation. The analysis should focus
on three levels: organisational needs, job/task needs, and individual needs (Coetzee et al.,
2019). At the organisational level, the focus is on understanding the company’s service
goals and the importance of maintaining client satisfaction. At the task level, the rolesTerms
of both
of use
By making use of this document you agree to:
Use this document as a guide for learning, comparison and reference purpose,
Terms of use
Not to duplicate, reproduce and/or misrepresent the contents of this document as your own work,
By making use of this document you agree to:
Use this document
Fully accept the consequences
solely as a guide forshould you plagiarise
learning, reference,or and
misuse this document.
comparison purposes,
Ensure originality of your own work, and fully accept the consequences should you plagiarise or misuse this document.
Comply with all relevant standards, guidelines, regulations, and legislation governing academic and written work.
Disclaimer
Great care has been taken in the preparation of this document; however, the contents are provided "as is" without any express or
implied representations or warranties. The author accepts no responsibility or liability for any actions taken based on the
information contained within this document. This document is intended solely for comparison, research, and reference purposes.
Reproduction, resale, or transmission of any part of this document, in any form or by any means, is strictly prohibited.
