You serve as the Human Resource Manager for an auto insurance company called Premium Auto Insurance. A claims supervisor has informed you that customers have begun to complain about the quality and efficiency of the claims process. They are complaining that every time that they call to follow up on their auto claim, they receive a voicemail message, and that they can never speak to a live person. On top of that, it takes multiple attempts and sometimes days for someone to return their call. An insurance adjuster is not sent out to evaluate the damage of their vehicle for weeks, and as a result, they are either paying a lot of money for a rental car or, they are left without a vehicle for long spans of time.

Currently, training consists of senior claims representatives showing new employees how to perform the job. There is no formal training for insurance adjusters because there is a requirement for adjusters to have a certification before being hired.

Your needs assessment indicates a need for a training program.

For your assignment, please conduct academic research and create a letter to the CEO in which you discuss the following:

• How would you plan a training program?
• What steps would you take in planning the program?
• Which training methods would you suggest and why?
• Given the situation, what would be the best way to deliver the training? Why?