Susan
Connell
EDTEC 540 - Prof. Marshall
Spring 2003
ISD3:
Instructional Plan and Job Aid
for a New Product Implementation
Introduction
Need
Explain features, functions an benefits of a new
energy management system being installed in a hotel.
Audience
The audience that will have the most likely
interface with hotel guests using the product will be the front desk staff
and they will be the focus of this Instructional Plan and Job Aid. Classes
will consist of approximately five to 20 students depending on the size
of the property.
Goals
and Objectives
The instructional design and job aid described
here are intended to address the guest comfort capabilities of the product.
The instructional objective will be to have students show a basic understanding
of the system as evidenced by passing a short quiz and demonstrating knowledge
of the system controls via a simple computer simulation. Because this
system is not "mission critical," the level of knowledge and
testing requirements are not extensive.
Format
During the product implementation, an instructor
from the equipment manufacturer will hold a 1-hour class for Front Desk
staff and supervisors to explain the benefits of the system and how it
operates. The training should enable the Front Desk staff to Remember
A Concept by confidently answering guests' basic questions and Apply a
Procedure by assisting them with adjusting their room temperature if necessary.
As the system is relatively simple, it is likely that supervisors will
be able to provide ongoing training to new employees during orientation,
but the manufacturer is also available for periodic refresher courses
as needed.
TOP
Lesson
Plan
| Instructional
Event |
Lesson Activity |
|
Motivation:
Establish Relevance |
Ask
the students how many times in the last month they have received
complaints from guests about uncomfortable room temperature. Discuss
problems they have had with the previous climate control system
and how they have dealt with them. In addition, explain how energy
costs have increased more rapidly than any other hotel expense and
this has adversely impacted other areas, such as employee benefits
increases. |
|
Objectives:
Informal |
Advise
the students that this class is designed to help them gain a general
understanding of how the new system works, where they can find information
about its control functions and how they can use that knowledge
to assist guests in achieving desired comfort levels and also assist
the hotel in keeping energy costs under control. |
|
Prior
Knowledge |
Compare
the new thermostat controls to the hotelÕs previous system. |
|
Information
Presentation:
Provide Overview |
Explain
that there will be a hands-on demo of the job aid followed by a
brief quiz at the end of the session. Describe why the new system
is being installed, identify other departments that are involved
in the implementation, and demonstrate, via projection screen showing
the online job aid, how the system works. Also show students an
actual thermostat as a guest would see it to familiarize them with
the device. |
|
Practice
and Feedback: Vicarious Practice and Simulation |
Students
will have an opportunity to use the controls on the thermostat and
also use the online job aid during a hands-on session where the
instructor asks students to raise and lower the temperature, turn
the automatic feature on and off, adjust the fan and dim the display
light. |
|
Testing:
Student Self-Test |
Students
will individually complete a short written, multiple-choice quiz
that addresses the basic benefits of the system for both the hotel
and the guests. In addition they will demonstrate, with either the
online help screen or an actual thermostat (depending on which is
more readily available for the class session), knowledge of the
device controls by responding to the instructorÕs request to perform
several functions. Because these are not life-or-death functions,
the quiz should be relatively easy and designed so that virtually
anyone who sits through the session will pass. |
|
Enrichment
|
Instructor
can point out additional Òbells and whistlesÓ on the systems to
students who quickly grasp all of the basic functions. |
|
Remediation:
Peer Tutoring |
The
instructor can have the more able students go over the system functions
with students who are having trouble understanding. |
|
Other |
Instructor
can solicit additional questions about advanced features of the
system or other propertyÕs success stories. |
TOP
Job Aid Report
Audience:
The Job Aid is intended for use by Front Desk staff when they receive
calls from guests who have questions or problems with the thermostat and
climate control portion of the energy management system.
Need:
Guest problems occur just infrequently enough
that it can be difficult to recall all of the system controls when speaking
to a guest, usually over the phone. The job aid serves as a reminder about
the location and function of controls.
Goals
and Objectives: To enable Front Desk staff to
quickly, confidently and accurately respond to guest queries.
Format:
I chose to create the Job Aid as an online resource
for several reasons:
- Staffers
need immediate access to the aid when a guest calls with a problem
- Each
staffer has a terminal where help files can be accessed and they are
accustomed to using online help for other hotel procedures and operations
- Desk/storage
space is at a premium so having a paper-based aid would be problematic
- The
online aid can incorporate interactive features that simulate what the
guest might be seeing on the actual thermostat unit
Development:
The job aid was developed from a simulation that the software department
created for marketing presentations. It was tested by asking both system
developers and unfamiliar users to perform basic functions with the simulation.
If time allowed, it would be helpful to test the aid in a role playing
situation where the user receives a phone call with various questions
about operation of the thermostat.
Revisions:
Users liked the concept of the Thermostat Simulation
Job Aid but felt that it would be helpful to have a second level of more
detailed information available at the click of a mouse for each control
feature. Due to the complexity of implementation, I haven't completed
this feature.
TOP
TOP |
