Question 2 After analyzing the results from focus group discussion and the SERVQUAL survey, the management team at KPG Healthcare Bandar Dato Onn thinks that the frontline employees need be sent to external trainings that are related to customer management. The Chief Consultant from UniKL MITEC suggested the organization to conduct training need analysis (TNA) to identify the right trainings for the employees. This is because before sending employees to any trainings, two questions need to be answered by the management: What knowledge, skills, and attitudes do KPG Healthcare Bandar Dato Onn's frontline employees need to have to be world-class level? What knowledge, skills and attitudes do KPG Healthcare Bandar Dato Onn's frontline employees currently have? The difference between the answers to these questions identifies an organization's training needs. There are several method for conducting TNA such as observation, ask employees, brainstorming session, quality circles and job task analysis (JTA). Of the five methods, the Chief Consultant strongly suggests KPG Healthcare to use JTA because it is the most structured approach for TNA. The KPG Healthcare's management responded that they are not familiar with the JTA method and request for a short briefing on the method. Explain to KPG Healthcare's management team about the JTA method. You may use the rubric shown in the table below to guide your explanation. Refer Below. Table2: Explanation guide. (40 marks) Table 2: Explanation guide WEIGHTAGE MARKS (MIN = 1, MAX 5) WEIGHTAGE 1 CONTENT OF WRITE UP Define JTA (what) Purpose of using JTA (why) Situation suitable to use JTA (when) Steps to conduct JTA 1 2 4 Morks indicator: 1 = weak; 2 = fair; 3 = average; 4 = good; 5 = excellent