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Read Travel Dreams - Organizational Learning Case Studyand provide a written response to the
questions below.Refer to the Example Training Plan as you work through the case study. You are not
required to replicate the training plan for this exercise - it is a resource for your own toolkit you may
find helpful as you work through the questions.
4.1 Needs Analysis
A). Write the business purpose of doing this training course.
B). Write three training objectives for the Reservation Agents to use the system.
4.2 Design
A).
Who will develop the training? Why?
B).
What do you think is the best method to provide training: classroom (physical or virtual),
eLearning (online, self-directed), or a blended approach? Do you feel it is necessary to apply different
training methods to the different target audience groups of Reservation Agents, Managers and Online
support team?
C). What considerations factor into your decision?
4.3 Implementation
A).
Who will deliver training? What considerations factor into your decision?
B).
If you offer classroom training, where will it be offered and why?
C).
List the courses you will develop by role below, their content etc. Use the table on the following
page to outline your proposed training.
example
Role
Key Content
Medium to
Deliver
4.4 Evaluation
Provide examples of how you would evaluate the following:
A). Level 1 - Reactions
(Example of the key areas you would want feedback on?)
B). Level 2- Knowledge
(Example of a test question)
Location
Facilitator
C). Level 3 – Behaviour
(Example of how you would measure back on the job?)
D). Level 4
(a metric you would use to measure ROI?)
Travel Dreams – Organizational Learning Case Study
You have been working in the travel industry as a Learning Advisor for five years. You love your role
because you can see the value of the work you do every time you finish a learning project. For the last
two years, you have worked for Travel Dreams, an International Travel Agency with offices in Canada,
USA and England. The company offers online travel services as well as smaller retail offices for
customers that want in-person service.
The reservation system that Travel Dreams currently uses to make bookings is outdated and hard to use.
As a result, customers complain because it takes a long time to make a booking. Sales Agents have also
complained that it is hard to locate a current reservation and make changes if the customer changes
their travel needs.
The IT department has just received approval to implement a new reservation system, iTravelz. The new
system has a modern interface, is easy to navigate and has more features than the current system,
making it easier book an entire trip in one transaction that includes car, airfare and hotel.
You have been asked to create a training program to support the implementation of the new
reservation system.
You have a budget of $1,250,000for the training. In this budget you need to consider:

Development costs

Delivery costs

Sustainment costs

Overhead costs
In your role as Learning Advisor, you need to understand who needs to be trained on what parts of the
system, so the training is practical and relevant to the roles. You also need to decide who will deliver the
training and how it will be delivered to meet the business needs. At the end of the training, you will
need to evaluate the effectiveness of the training to ensure you have had success. Senior Management
wants to understand the Return on Investment (ROI).
You have 10 months to complete the training. This includes developing the plan, designing the materials,
and delivering the training. Use the training template to create your plan before you start work.
Appendix A: Roles and Responsibilities
Role
#
Location
Responsibilities Systemrelated tasks
Reservation
Manager
120
Canada, US,
and
England
Oversee teams of
5-30 reservation
agents.
 Run and print
reservation and
team-specific
reports
Reservation
Agent
1300
Canada, US,
and
England
Recommend
itineraries, book
travel reservations
and process
payment.
System
28
Canada
Manage users in
iTravelz system and
 Create
customer
profile
 Search
database for
air, hotel and
car options
 Create an
itinerary for
customer
 Process
customer
payment
 Print brochure
for customer
using pre-built
templates
 Create and
manage
Additional
Information
 Median age is
45
 95% college
educated
 Average
tenure with
company is 7
years
 Based in three
offices in
Canada, one in
the US, and
one in England
 Entry-level
position with
high turnover
rate
 All in one
location in
Role
#
Location
Responsibilities Systemrelated tasks
perform back-end
administrative
tasks.
Administrator
Travel Consultant
70
Canada, US,
and
England
Create specialized
tours for large
groups and then
pass on to
reservation agent
to complete
booking.
Online and
Technical Support
40
Remote
Respond to
inquiries from
customers that
make online
reservations and
troubleshoot
technical problems
Finance Analyst
15
Canada, US
Process refunds
and discounts.
reservation
agent profiles in
iTravelz
 Reset agent
passwords
 Create reports
templates
 None
 Perform same
tasks as
Reservation
Agents
 Use FAQ
database to
respond to
customer
concerns
 Update
database with
new questions
 Access
reservation
system to view
customer
payment
information
Additional
Information
Canada
 Independent
contractors;
commissionbased
 Work from
home offices
but come
together once
a year for inperson training
 Collegeeducated, with
advanced
degrees in
Finance
Appendix B: iTravelz Features
Air Travel Booking
Hotel Booking
Car Rental Booking Others



Search, sort and
Search by travel
Search, sort and

Book flight +





filter by departure
time, arrival time,
layover duration,
price, etc.
Book one-way and
return flights
Book multi-city
flights
Select seats
Display and print
detailed fare
summary
Email or print
itineraries / tickets
Amend or cancel
booking









date, room types,
and number of
passengers
Filter hotels by
location, price range
and category
Merge multiple
results into a single
list
View hotels on map
Get driving
directions
Create new hotel
booking
Amend or cancel
hotel booking
View inventory from
various suppliers
Multi-currency
booking
Option to send
special request to
hotel



filter by date, car
type, price, etc.
Generate quote
Create booking
Amend or cancel
booking


hotel + rental
car options
Generate
financial reports
Generate
reservation
reports