188/4 E-Commerce Group
Institute of Software Technology and Interactive Systems
Vienna University of Technology
Favoritenstrasse 9-11/188, A-1040 Vienna, Austria

Optimierung von Software-Schulungen von Außendienstmitarbeitern und Vertretern in Bezug auf deren Kompetenzen

Master Thesis
Erfassung der Kompetenzen von Außendienstmitarbeitern und Organisation der Weiterbildung auf Basis der Kompetenzen
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Dorn, J.
Training and continuing education are necessary. Today's rapid changes in society and in economy require constant learning. In addition to federal expenditures spends the private sector more and more money on (continuing) education of their employees. Besides several influencing factors the fluctuation is increasing this ten- dency. The demanded flexibility of the people (see (Brunner, 2006, S. 1)) involves increased job hopping of the employees. Companies have to fill certain jobs more of- ten too which involves breaking in these new members of staff. Typically for this situ- ation are salesmen. But also bigger rearrangements within companies are more frequently necessary. New machinery, processes, restructuring, etc. are forcing the education of whole de- partments. One example is the implementation of new software. At the beginning, all employees are trained. But also later on new employees have to be trained too. This situation in combination with a typical fluctuation job like salesman makes it quite clear why continuous training is inevitable. As education needs time and money it is questioned, whether these factors can be influenced, or not. Often the trainings are standardized. An adjustment to individual requirements is most likely not possible. But there is another starting point. People who do the same job may have common and typical characteristics. To be more pre- cisely: Do they have shared characteristics in terms of competences, learning beha- vior, educational background, etc. If they do, is it possible to create a standardized and perseverative training on them? Previously of a real training, competences, knowledge and addiction of the partici- pants are collected, measured and analyzed. Out of it certain personal attributes of the tested persons are filtered in order to determine which learning or training method would theoretically most suitable. After a predefined time period after the training evaluating data are collected. The analysis of them in combination with the previously received data shall bring up in- formation about optimization possibilities which will be discussed in detail within this study.
Nov 2008