January 31st, 2020 
My evaluation of your Week 2 submission is based on the universitys four universal rubric criteria, the first two of which are the most important:
1. Did the students work meet the requirements of the assignment?
2. Does the students work demonstrate understanding of the materials in the activity?
3. Is the students writing clear and compelling?
4. Does the students work include appropriate usage of grammar/mechanics/punctuation and APA Style?
Your grade is then determined using the universitys grade assignment criteria. Please note my comments and suggestions in Column 2 of the table below and also within the margins of your paper. These are all areas where improvement is needed in order to move forward in this course successfully. I am happy to provide whatever clarification you need to help you move forward, and/or if a phone conversation would be more helpful at this time, I have some availability during my Thursday afternoon office hours (3-5 pm PST), or by appointment M-F. Let me know how you would like to proceed. Ever onward! Dr. D
Assignment Requirements
My Feedback
Describe the learning scenario with comprehensive detail. Be sure to identify the current state (“as is) and the desired future state (“to be”). Use fictitious names of individuals and organizations, even if the scenario is not based on actual events. Developing your own learning scenario is how you get to tailor the assignment to your interests and experiences. This approach is often referred to as a learner-centered design.
Requirement partially met. You stated The learning need which existed within McDonalds entailed the lack of customer care personnel being fully aware of how to respond to complaints by customers, and there was the need to offer the personnel the necessary training which would, otherwise, enable them to be outstanding in terms of the responses which they made to customers. However, you did not clearly identify the current state of the employees knowledge about responding to customer complaints (is it that they arent aware of how to respond, or that they are choosing not to respond in the manner that they should be responding?) nor the desired state of the employees knowledge about responding to customer complaints (what does outstanding mean? That they respond with enthusiasm and sincerity, or that they use the correct words when responding?). The gap between the current state and the desired state is the learning need. For example, the current state of knowledge that you demonstrate about using heading levels to organize and structure your papers is less than the knowledge-level that NCU expects its graduate students to have. The desired state of knowledge that you NCU expects you to demonstrate about using heading levels to organize and structure your papers is what you see in the sample student paper that I provided in the list of New Items on the course home page. The learning need that you have appears to be the need to learn how to correctly use APA heading levels to organize and structure your weekly papers. However, a needs assessment would help me determine if the learning need is a lack of knowledge or if the learning need is a lack of concern about applying APA Style correctly when writing your weekly papers. The instructional solution that I would design to address the learning need would be different depending on what the needs assessment revealed. Make sense?
Analyze the learning need in the scenario. Start by describing the learning need and how you know it is a learning need.
Requirement not met. The Larson and Lockee (2014) resource, and the Brown and Green (2015) resource in the Week 2 list of Weekly Resources and Assignments would have been helpful for you to have read so that you were better prepared to address this assignment requirement. I recommend going back and reviewing these two resources specifically to strengthen your understanding going forward.
Justify which model (problem, innovation, discrepancy) you think would be most appropriate in conducting the needs assessment.
Requirement not met. See my margin comment about needing to strengthen your understanding of the three needs assessment models that were discussed in the Week 2 course content.
Discuss any ethical, legal, or political factors that might influence the identification or analysis of the learning need or needs assessment model. For example,
Would the organization be liable to pay penalties if your analysis revealed than mandated safety training had not occurred and was necessary?
What if executives put pressure on you to overlook certain findings in favor of their own perspectives?
Requirement not met. See my margin comment about this.
Length: 3-5 pages, excluding title and reference pages
Requirement not met. You wrote 2.5 pages of content exclusive of your title page and References page.
Include a minimum of 3 scholarly resources with reference citations formatted correctly in APA Style.
Requirement partially met. You listed three sources on your References page, and cited the sources correctly in-text but provided no indication of how those sources supported your points. Also, the reference citations for the sources were not correctly formatted in APA Style. Details like italics and capitalization of words count when formatting reference citations in correct APA Style. See my margin comment about your References.
The completed assignment should demonstrate thoughtful consideration of the ideas and concepts presented in the course by providing new thoughts and insights relating directly to this topic.
Requirement partially met. I see that you tried to incorporate some of the ideas and concepts presented in the course, but your comprehension of those concepts is problematic. When I checked to see how much time you had spent online with the various topics, I noted that you have not spent as much time as the university recommends. If you will read and review each of the weekly resources that are there to support your assignments, I think you will see how the assignment requirements are designed to help you apply the content in a thoughtful manner. In other words, in undergraduate school, you probably had quizzes and tests over the assigned readings each week. In graduate school, there are no quizzes and tests, but the assignments are designed to help you check your understanding of the content and demonstrate your understanding of the course content. The stronger demonstration you provide, the more convincing your work will be that you are meeting the learning goals and objectives for this course. This weeks assignment was not very convincing, Charles. But I know you can do better! ?
Adherence to Northcentral University’s Academic Integrity** Policy.
Requirement partially met. Adherence to APA Style IS part of the policy, Charles, but your adherence needs to be more accurate going forward.
** Note: If the link doesnt open, copy and paste the URL into your browser. https://commons.ncu.edu/sites/default/files/entity/paragraph/2019/Academic%20Integrity%20Basics%20v1.pdf
Your grade was determined according to the universitys grading criteria for assigning grades (see yellow highlighted row):
100 – 94
A
Excellent
Completes all required parts of the assignment, deep understanding of materials, uses very clear and effective expression appropriate to scholarly writing and has very few, or no, errors in grammar, mechanics, and APA formatting.
93 – 90
A-
89 – 87
B+
Good
Completes all, or most, required parts of the assignment, good understanding of materials, uses mostly clear and effective expression appropriate to scholarly writing and has few errors in grammar, mechanics, and APA formatting.
86 – 83
B
82 – 80
B-
Fair
Completes most required parts of the assignment, some understanding of materials, uses somewhat clear and effective expression appropriate to scholarly writing and has some errors in grammar, mechanics, and APA formatting.
79 – 77
C+
76 – 73
C
Poor
Completes some required parts of the assignment, some understanding of materials, writing is difficult to understand and unscholarly and has several errors in grammar, mechanics, and APA formatting.
72 – 0
F
Unacceptable
Completes few required parts of the assignment, little understanding of materials, writing is difficult to understand and unscholarly and has many errors in grammar, mechanics, and APA formatting.
ID-5100v3-A-2
The learning need which existed within McDonalds entailed the lack of customer care personnel being fully aware of how to respond to complaints by customers. Some were taken aback by the fury of customers and, therefore, happened to respond harshly to them. Therefore, there was the need to offer the personnel the necessary training which would, otherwise, enable them to be outstanding in terms of the responses which they made to customers (Molenda, 2015). The approach would, therefore, be essential in enabling the personnel to be outstanding in meeting the needs of customer appropriately. Further, they would be keen in identifying the specific areas which needed to be improved on with the aim of improving upon the quality of outcomes which was realized within the entity.
Thus, I took it upon myself to ensure that the personnel were offered the training they needed. Such a practice would, therefore, be essential in improving their workmanship. I organized a three-day conference in which I addressed the specific concepts which they needed to be fully aware of in terms of dealing with complaints (Merrill, 2015). One aspect which I touched on related to the fact that they were likely to meet customers who have high demands and expectations. Thus, it was necessary for them to be aware of the situation which they faced. Amidst all the complaints which such customers would level upon them, it was necessary for the employees to remain clear and keen on providing the best form of service. I informed the personnel that they needed to remain calm when dealing with such customers. Much of their focus needs to be on listening to them. It is through the process that they will manage to capture the specific issues which they are complaining of. Also, listening is important in that it helps to boost the level of perception of customers. They attain the view that they are being treated seriously and with great value. As a result, it is possible for them to be more trusting of the organization. Further, they attain the ability to attain a far much better interaction with the entity. They have the perception that the entity is largely interested in maintaining their welfare.
The personnel were elated in that they became fully aware of the best actions which they needed to take to improve on the quality of services which they offered to customers. For instance, one employee, Gomez, was elated in that he became aware of the best approaches which she needed to take in a bid to be of the best service to customers.
The model which is the most appropriate in conducting needs assessment identification, innovation and the identification of discrepancy. The identification of the problem is essential in showing the specific problem which needs to be addressed. Innovation relates to the specific approaches which need to be adopted in line with ensuring that the problems identified have been handled effectively (Smaldino et al., 2008). It is through innovation that better approaches are created and communicated appropriately among the personnel. Through the process, they become aware of the specific actions which they need to do in a bid to create the best outcomes within the organization. The identification of the discrepancy is essential in showing the success level of the innovation which was adopted. As a result, it is possible to show whether the intervention was a success.
The legal and ethical practices which influence the identification, analysis and learning of the needs assessment model is to ensure that customer data is well-safeguarded. The approach is important in maintaining the welfare of the personnel. To such an extent, it is possible to attain the desired levels of success without necessarily giving out any information which relates to customers (Molenda, 2015). For the most part, the interest will lie in knowing the kind of complaints which are lodged by customers and how they are responded to without giving out any particular customer information. Also, the restraint to provide customer information is important in preventing any potential lawsuits which might follow. Such cases are of negative effect as they are more likely to impact negatively on the image of the organization. Therefore, the best approach will be based on the idea of ensuring that such customer data is protected as deemed appropriate (Smaldino et al., 2008). The approach will help to show that the organization is highly interested in meeting the needs of its customers. The situation would also impact negatively on the level of profitability which the organization stands to attain eventually. The executive, therefore, need to put a lot of focus on the process of needs assessment. The approach will enable it to be more aware of the
Where executives put pressure to overlook certain findings in favor of their perspectives, there might a risk as the organization might fail to be effective in responding to customer complaints (Molenda, 2015). Therefore, the organization will stand the risk of losing customers to other entities which are highly committed to addressing the needs of their clients.
References
Merrill, M. D. (2015). A pebble-in-the-pond model for instructional design. Performance Improvement, 54(1), 42-48. https://doi.org/10.1002/pfi.21454
Molenda, M. (2015). In search of the elusive ADDIE model. Performance Improvement, 54(2), 40-42. https://doi.org/10.1002/pfi.21461
Smaldino, S.E., Lowther, D. L., & Russell, J.D. (2008). Instructional technology and media for learning (9th ed.). Upper Saddle River, NJ: Pearson.
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