This document outlines a training design plan to address a performance gap in completing new member application cards at a church. The plan involves a blended learning solution with an e-learning component and synchronous training session. The e-learning will provide background context and explain the card completion process through a PowerPoint. A discussion and role-playing activity is included in the synchronous session. The goal is to train volunteers to efficiently welcome new members and complete cards with the necessary information. The training aims to increase comfort levels and skills for this important task of integrating new congregational members.

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Design Plan Grading Checklist
Activity Possible Points
Describes the organization where the intervention will be 1
implemented.
Describes the performance gap in measurable terms the project will 1
address.
Analyzes the root causes of the performance gap. 1
Lists measurable objectives for the training. 1
Outlines the activities in the synchronous training and the e-learning 1
training pieces of the blended-solution.
Total possible points: 5
Project Design Plan
Heather Kuhns
A Paper in Partial Fulfillment
Of the Requirements for

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ED 7672
Capella University
January 2009
Client Organization
FBC was established in 1890 in a then small, agricultural town. It served a small
congregation faithfully and has grown into a large, modern campus on 26 acres in a new urban
setting, home to 150,000 residents of military installations and the accompanying civilian
population. Church membership is about 1800; attendance averages about 1100 people in
worship service and 600 attend Sunday school weekly. There are also Wednesday evening
services, as well as various youth programs in place that evening. The church is an actively
growing and ministering body of believers. The church website explains that it centers its
activities around the goal “to minister to our multi-cultural and diverse community using various
methods and programs so that we may spread God’s word outside the walls of our church into
our community and literally around the world.” The following is an excerpt from the church’s
website regarding its mission of faith:
Jacksonville First Baptist Church is committed to nurturing and growing personal faith
through Christ centered discipleship. Transformational growth is characterized by
responding to the message of salvation, knowing God and His will, internalizing Biblical

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values, answering the call to obedience and equipping saints for service, all for the glory
of God.
Performance Gap
Symptoms of the performance gap indicate a need for training in process improvement.
It is church policy as written in the bylaws to accept new members only at the conclusion of the
church service. A business meeting in effect takes place where by those who come forward at
the invitation of the pastor can profess their faith in Christ, request to transfer a letter of
membership to FBC from another church, desire to be baptized and become a member of the
church, or rededicate their life to Christ. Between the time of the person(s) coming forward and
their presentation to the church body for acceptance an Application for Membership card needs
to be filled out. There are usually only two minutes for this to occur. A card typically would
take about six minutes to complete accurately and fully. Therefore, parts of the cards are left
blank and the church secretary needs to contact the new member for missing information. An
additional consideration is that during this time there are usually spiritual needs and truths to
convey, as well as warmth and grace to display. These combine to make the process, which
seems relatively simple and straightforward, a complicated and sensitive issue.
Gap Analysis
Desired Level of Present Level of Gap
Performance Performance
Every card filled out with 6 cards on average each 7 cards missing contact
name and contact Sunday are not completed information weekly
information (13 average correctly.

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new cards/members
weekly)
Counselors more adept and Discomfort and insecurity Comfort and security level
comfortable with the at ministering while asking below acceptable
process completing cards for information
27 deacons and 6 regular 4 trained by experienced 2 25 trained 6 volunteers
volunteers trained deacons not trained, 2
trained
4 Women volunteer None trained Four trained women
counselors trained counselors
Measurable Objectives of Training Interventions
Given a power point presentation on the background, context, procedure,
mechanics and application of Membership card completion followed by an intensive
question and answer session, role playing activity, brainstorming process, and discussion
deacons and volunteers will:
• Increase facility of card completion to 80% at the end of 30 days
• Offer appropriate scriptural affirmation and validation at least 50% of the time
• Increase the number of counselors available at any of the three Sunday services to no
less than four trained volunteers/deacons
• Follow up on all incomplete cards 100% of the time within one week

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• Demonstrate knowledge of appropriate Sunday School classes to refer new members to
with 80% accuracy
Root Cause Analysis Procedure
The following use of Gilbert’s BEM organizes information regarding performance into
appropriate categories. The information was acquired during a lengthy interview with the
Minister of Education, who works with the deacon committee and also does most of the New
Member Application card completion. Additional data and insight were garnered through
participation of this author in completion of the cards during multiple services.
BEM
Information Resources Incentives
Lack of background and More people Spiritual-needs are
understanding for process available to do the addressed at this
Training in attitude of grace job correctly time of need or
and warmth Counselors in affirmation on faith
Scriptural responses to reserve as growth walk
various needs
continues Secretary-less work
following up on
missing information
Knowledge and Skills Capacity Motives

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Key Stakeholders
Stakeholders Impact
Deacons Increased effectiveness-welcoming and receiving new
members into the church
Congregational members Increased feelings of participation/quicker business
meeting
Church Accurate records and reasons for membership
Saves time/$/resources having accurate, complete info
More effective communication
Secretary Follows up with acquiring missing information from cards
the following Monday
Minister of Education Has to remember reasons for members joining and invest
time in following up with acquiring contact information
Results of the Root Cause Analysis
Deacons and volunteer counselors have a short time to complete new member cards
while simultaneously providing ministry to immediate needs in an attitude of warmth and grace.
The mechanics of completing these “control” cards is simple, but the time constraints, as well as
the emotional and spiritual needs that are to be met puts extra pressure on acquiring basic
minimum information in a limited time frame. Providing training in the background and reasons

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behind the necessity of these cards, as well as presenting an array of scriptural references that
counselors can use to meet each situation may help increase comfort and skill levels.
Additionally, practice in problem solving, role playing different scenarios that could arise, and
holding short question and answer sessions at the conclusion of the training should ensure
successful accomplishment of this important and critical component of church membership.
Training Interventions
This is a sensitive and sensible issue, according to the Minister of Education, who also
helps with the functioning of the deacon committee. A training time consisting of one ninety
minute training session will be held during a specially called Deacons meeting. This will consist
of a Power Point presentation concerning the background of the process, church bylaws,
scriptural references to use during counseling times, and procedural information to ensure
accurate card completion. A question and answer period will follow, as well as role playing
scenarios of new members coming forward, and participation in problem solving situations.
Overarching Goal Statement
The training intervention will seek to train counselors to be efficient, and personally
reach each new member of the church regardless of their reason for joining. This training will
serve as groundwork for the future as well as show how to improve and provide leadership now
with a strong understanding of current process.

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Design Plan
Prelearning activity
a.) Introduce myself and welcome new volunteers
b.) Deacons introduce themselves
c.) fill out membership application card timed 2 minutes, while talking to a neighbor.
d.) list difficulties on whiteboard
transition: show power point presentation
I. E-learning Component
a.) Why? Slide: Context of the problem described
b.) What happens? Slide: Process for card completion described through all steps
1. (Pastor invitation-new member/deacon- church business meeting at conclusion of
service-secretary contacts new member for missing info-enter into church software-
enter into church member directory)
c.) Background: slides with bylaws of church
d.) Constitution of the church explains reasons for process
e.) How? Slides of mechanics of card completion process
1. Critical info
2. Other info
3. Time guidelines

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4. Follow up process
Questions? Slide
f.) What to do: During this interlude you should:
1. Welcome with warmth and grace
2. Offer affirmation of decision
3. (scriptural examples, one per slide)
4. Help fill out critical info (name, email/phone number) on card
5. Minister as needed to immediate need of person
g.) Direct to appropriate Sunday school: Matching activity in pairs
1. Slide with 8:30 classes and instructors
2. Slide with 9:45 classes and instructors
3. Slide with 11:00 classes and instructors
4. Slides follow with appropriate pairings, check for pair with most matches
h.) Take to prayer room for necessary prayer if desired
i.) Presentation to church/business meeting to vote in new member (Motion? Aye?
Nay? Clapping) and greeting from congregation
j.) Implications for the future: a new method concerning how to track membership will
be implemented
Discussion/Q&A session in self-divided small groups of 5-6: Ask What is new knowledge?
How does it impact the process? What else do you need to know to be proficient and secure?

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Self evaluation…write results/answers on white board as group-nominated spokesperson calls
out.
II. Synchronous component:
a.) Share survey responses from polled Sunday school class concerning their thoughts
on new member process as observed from the congregation: impact on their views?
b.) Discuss improvements: volunteered answers
c.) Hear secretary’s input (orally as an attendee or written quote)
d.) Assign small groups different scenarios (developed with L.Cole, Minister of Ed based
on real-life situations) to role play before the assembly.
e.) Discuss process. Improvements? Acknowledgement/encouragement.
f.) Commitment to incorporate best practices including scriptural references, knowledge
of appropriate Sunday school classes to direct them to, offers of further ministry or
direction to programs within the church.
Any further questions or concerns?
Administer exit survey

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References:
Lawrence Cole, Minister of Education BA, MDiv. MA in Christian education, MARE Doctorate
of ministry.
Mission and goal statement of FBC retrieved on 1/19/09 from
http://www.fbcjax.net/AboutUs/tabid/145/Default.aspx
Wiley, J. (Publ.) 2005. ED 7672; Delivery systems for training and performance improvement.