E
The following supplementary resources, in conjunction with the original assessments,
course evaluation handout and plan of instruction may be reproduced by instructors.
II Appendix
Audience Analysis
What is the age range of customers in this segment?
40-60 average
Physical Attributes
What types of organizations (banks, brokers, dealers) make up this segment?
Brokers, custodial banks, hedge funds, asset managers
What are the job functions or duties of typical users in this segment?
Processers, traders.
What is the range of skills of typical users in this segment?
n/a
Organizational Environment
What is the estimated size of the customer segment (number of people, not firms)?
Few hundred clients
Where is each customer segment geographically distributed?
Global, domestic
Skills and Knowledge
How much job experience should customers have in order to use the product? Use the following values:
1: Little or no knowledge of the subject
2: Understanding of basic concepts, processes, and operations associated with the product (business knowledge and DTCC knowledge)
3: Ability to solve problems and apply knowledge to real-life situations
2
How frequently do or will customers use the product (for example, daily, weekly, monthly)?
Daily usage
How proficient are customers in using computers in general?
1: Little or no proficiency
2: Some proficiency in using software, including use of
— Basic commands across applications and platforms
— Applications such as word processing, spreadsheet, database, or desktop publishing
3: High level of proficiency in using software, including
— All functions in level 2, plus
— Knowledge of operating systems and how they function
— Troubleshooting of problems before contacting technical support
2
How proficient are customers in using Internet applications and the Web? Use the following values:
1: Little or no proficiency
2: Some proficiency in using the Internet, including
— Interaction with others using e-mail
— Ability to find information using basic search criteria in portals such as Yahoo! or Google
— Uploading and downloading of files
— Hands-on practice in launching and viewing Web pages
— Understanding of how to log onto and access functions to perform simple tasks related to the product (inquiry and update)
3: High level of proficiency in using the Internet, including
— All functions in level 2, plus
— Ability to determine the authenticity and reliability of data gathered from information sources
Ability to perform complex tasks (such as researching and troubleshooting)
2
How proficient are customers in using Internet applications and the Web? Use the following values:
1: Little or no proficiency
2: Some proficiency in using the Internet, including
— Interaction with others using e-mail
— Ability to find information using basic search criteria in portals such as Yahoo! or Google
— Uploading and downloading of files
— Hands-on practice in launching and viewing Web pages
— Understanding of how to log onto and access functions to perform simple tasks related to the product (inquiry and update)
3: High level of proficiency in using the Internet, including
— All functions in level 2, plus
— Ability to determine the authenticity and reliability of data gathered from information sources
Ability to perform complex tasks (such as researching and troubleshooting)
How much industry knowledge do customers typically have? Use the following values:
1: Beginner (less than two years)
2: Intermediate (2-5 years)
3: Advanced (more than five years)
How much experience do customers typically have interacting with its subsidiaries? Use the following values:
1: Beginner (less than two years)
2: Intermediate (2-5 years)
3: Advanced (more than five years)
What is customers’ current level of knowledge of the product? Use the following values:
1: Little or no knowledge of the subject
2: Understanding of basic concepts, processes, and operations of the product
3: Ability to solve problems and apply knowledge to real-life situations
s
-customers understand basic concepts, processes, operation role functions.
What related products -
Have customers been previously trained in the product?
If the answer to the previous question is Yes, what training have target customers previously had that will prepare them for training in this product?
What is customers’ desired level of knowledge of the product?
What is the average educational level of customers?
1: High school level
2: Undergraduate level
3: Postgraduate level
"In teaching others we teach ourselves" - Proverb
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