Run the case study through the needs assessment process. Refer to Figure $3\mathrm{.}1$ from your textbook $($p$.83).$

What is the performance problem and why is it important?

Who should take part in the TNA? Who are are the stakeholders? Why?

What methods and sources would you use? Explain why you would choose this method$($s$).$ Refer to Table $3\mathrm{.}4$ from your textbook $($pp$.100-103)$

What information would you collect by doing an organizational analysis? List some key questions that you might use, and why.

What information would you collect by doing a task analysis? Describe how you would validate the list of tas

What information would you collect by doing a person analysis? Describe some results you might expect to find.

Do you think training is needed to solve the performance problem? Consider some other solutions to performance problems and whether they would be appropriate. How would you know if training is the best solution to the performance problem?

Parameters: Your TNA should be between $3-4$ pages and include descriptive headings consistent with business report format. Note: The length of your document is not as important as is the quality of the content.

CASE STUDY$-$ Maritime Away Time

VIA Rail was established by the Canadian government in $1977$ as the first national passenger rail company, expanding on the commitment made as far back as $1867,$ the year of Canadian Confederation, to build a transcontinental railway linking both coasts.

VIA Rail$$s Board of Directors are responsible for overseeing the strategic direction and management of the Corporation, and reports on VIA Rail$$s operations to the Government of Canada. The management team is responsible for day$-$to$-$day operations.

VIA Rail promotes their $$putting passengers first$$ priority with a vision of reimagining the Canadian journey. Guided by their mission of connecting people from city to city and coast to coast, VIA Rail offers destination trips with the promise of providing an unforgettable experience.

In the summer of $2019$ an Alberta couple booked passage on the Maritime Away Time, a voyage that travels from Halifax to Montreal through the Maritimes. The trip covers $1,346$ kilometres over approximately $22$ hours and promotes a Sleeper Plus package that$$s advertised as including a sleeper cabin for two, freshly prepared meals, generous accommodations, onboard entertainment, and beautiful views. Free WiFi and summer programming is also said to be included with the fare of ~$$1,380$ CAD $($includes taxes$).$

When the Alberta couple first boarded the train, they were greeted by friendly staff and shown to their cabin. The cabin, however, was much smaller than what was illustrated in the brochures and even worse, smelled very musty. Furthermore, the windows were not clean and it was evident the carpet was decades old. The couple left the cabin door open for a time hoping to air out the unpleasant odors they assumed to be temporary, and ventured to the viewing car to explore the entertainment.

Two young staff members, introduced as students and both bilingual in English and French, were responsible for the entertainment and identified some of the landmarks that the trained passed. However, when passengers asked for more detail or history regarding many of the landmarks the staff were not able to answer the questions and kept checking their notes for information. It was also not feasible to take photos from the viewing car as the windows were not clean. Furthermore, WiFi was not available in the viewing car and it was discovered that WiFi was in fact only available in one car on the whole train where seating was limited$.$

The couple made their way to the dining car for dinner and was pleased to find that it was well appointed. The meal was not exceptional, but well prepared, and the staff in the dining car offered quality service which made for an enjoyable experience.

When the couple returned to their cabin for the night they were disappointed to notice that the smell had not dissipated and that it was even stronger when their bunks were pulled down. They noticed during the day that other passengers had also left their doors open and that the entire train car smelled musty. The smells seemed to grow stronger throughout the night and the couple resorted to sleeping on top of their jackets and travel blanket to buffer the smell from the bedding which seemed to be a source of the odour. They suspected an unclean mattress combined with mold and mildew. Needless to say they did not sleep well.

Two days after their trip the couple received a satisfaction survey from VIA Rail by email which they candidly completed. They anticipated they would not be alone in their comments as they overheard several other passengers with similar complaints in the train station after their trip.