This report describes the design and development processes used in creating a customer service training program for Deseret Mutual Benefit Administrators (DMBA) by three Instructional Psychology and Technology graduate students from Brigham Young University (the BYU design team). This paper reviews both the product and the process of developing the product. It also contains a formative evaluation of the product and provides a summative evaluation plan to be utilized by DMBA trainers once the product is fully implemented. The strengths and weaknesses of the training program are critiqued and recommendations for improvement are made. Finally, BYU design team members describe their unique contributions throughout this project and individually critique the process and experience.
College and Department
David O. McKay School of Education; Instructional Psychology and Technology
BYU ScholarsArchive Citation
Ure, Donna M., "A Team-based Approach to the Design and Development of a Customer Service Training Program for Deseret Mutual Benefit Administrators" (2004). All Theses and Dissertations. 9.
instructional design, customer service, training, Deseret Mutual Benefit Administrators