Needs Assessment An integrated set of procedures that provide the basis for an action plan, whereby user needs can be efficiently addressed in a cost-effective manner consistent with organizational goals and objectives.

Interviews with Telecom Mgrs Generally reactive: Little or no use of needs assessments Respond to user requests Rely on a major vendor for a solution Little attempt to anticipate future needs

Steps in a Needs Assessment Define objectives and scope of assessment Get management commitment Define assessment goals Determine priorities Identify expectations Identify users, products, and services to include in the assessment Identify data sources Use outside consultants

Further steps Determine user needs/requirements Interviews with users Review of job functions Use of questionnaires Group discussions Evaluate needs with respect to organizational goals Compare needs to strategic plan Determine available funding

More steps Measure current resource allocation to product/service delivery Assessment control and administration Technical audit Current results versus expectations Analyze data Use of hard data Compilation of data Positive return on investment

Final step Include key findings in the decision-making process Issuance of a formal report Continuous assessment cycle