Business Problem
RealTech Solutions launched a new company-wide CRM platform, expecting streamlined communication and improved customer response times. However, usage reports showed low adoption, increased errors, and frustration among teams.

Initial Request: “Can you design CRM training for all departments?” – Project Stakeholder

Response:

Before any content was developed, a Training Needs Analysis (TNA) was proposed to identify the root cause and assess whether training was the appropriate solution.

Instructional Designer Task

Objective: Create a clear, repeatable process and toolkit to guide L&D professionals through a TNA and help stakeholders make data-driven training decisions.

Design & Development Process

Research & Inputs:

• Interviewed HR Business Partners and team leads to understand current TNA gaps

• Audited past training requests that failed to meet business outcomes

• Studied frameworks like ADDIE, SAM, and performance consulting models

Content Structure:

1. What is a TNA & Why It Matters
2. When to Conduct a TNA (Checklist)
3. The 6-Step TNA Process (Flowchart)
4. Data Collection Methods (Comparison Table)
5. Sample Interview Questions (Manager & Employee)
6. Pro Tips for Effective TNA

Final Deliverable

TNA Toolkit Job Aid