Needs assessment in depth: Professional training at Wells Fargo Bank

Abstract

The Assessment of Technical Credit Skills project at Wells Fargo Bank employed a three-phase needs assessment approach that began at the corporate level and ended with job-relevant assessment of individual employees’ skills. This program was developed to identify and assess the lending skills and knowledge that Wells Fargo loan officers require for successful job performance. Tests were designed based on an exhaustive task analysis of lending functions within the bank. A computer-based scoring and reporting system gave test results confidentially to participants, with a complete breakdown of objectives missed and relevant learning resources available. In addition, an unlimited retesting option was made available. The computer system reported overall performance averages and scores by regions and skill categories to bank management. Managers and supervisors at different levels were provided with only those group data relevant to their own decision-making requirements. Follow-up survey results showed acceptance of and general satisfaction with the program.