Task Analysis of Creating a First Time Resolution Case

Abstract

The purpose of a training needs assessment is to identify performance requirements and the knowledge, skills, and abilities needed by an agency's workforce to achieve and align with set goals and objectives. An effective training needs assessment will help guideresources to areas of greatest demand. This paper examines a method of performing job analysis by analyzingdata from a needs assessment and delivering and providing access to the results of the job analysis by creating a list of job requirements and working conditions for each discrete task of a job. Discussion and listing will include creating a physical demands analysis comprisingofa list of physical requirements of each discrete task of a job, and combining the lists into a job analysis database for determining whether a worker can perform a job and thereby determine the task analysis to create a firsttime resolution case for use.