1. 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.

2. 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

3. 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

4. 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

5. 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

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