Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create an employee customer service training class for all new employees.
Requirements
Write a 6–7 page paper in which you:
Justify the use of a needs assessment for your company’s proposed employee customer service training, including an explanation of five ways in which such an assessment would expose any existing performance deficiencies.
Develop a customer service training implementation plan, including the method of training (for example: presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training).
Justify a selected training method for customer service training.
Propose two proven ways an organization can motivate employees who have no interest in attending training sessions.
Develop a survey to collect specific, targeted feedback from training participants that can be used to improve future training sessions.
As the newly hired human resources (HR) manager for a jewelry store, you have placed your initial focus on the areas of staffing and training development. During your organizational analysis, you discovered the following with regard to staffing and training:
Line managers are currently handling the recruiting and staffing functions. Each manager tends to follow different hiring practices. Some of the managers are reluctant to hand over the hiring of their staff to the HR department. Other managers feel burdened with the staffing responsibilities and are anxious to turn it over as quickly as possible. No job descriptions exist within the organization.
Upon hire, employees are given a 2-hour orientation session focusing on department policy and procedure. There is no additional training given, but rather, it is on the job training and learn as you go. There are no formal training classes and no management training programs.
You would like to obtain feedback from the line managers prior to making a presentation to the chief executive officer (CEO). Taking the above conditions into consideration, address the following questions in a presentation that you will deliver to a team of three to four line managers:
Staffing Function:
What are your preliminary recommendations with regard to centralizing the staffing function under the HR umbrella?
What will the new process look like?
With regard to this new staffing strategy, what challenges do you anticipate, and what is your plan to overcome those challenges?
How can you position this to demonstrate how this will impact the performance efforts of the organization?
What results do you anticipate?
Training and Development Function:
With regard to the training/development function, what preliminary recommendations would you make?
What challenges do you anticipate with this new employee development strategy, and what is your plan to overcome those challenges?
How can you position this decision to the CEO to demonstrate how this will impact the performance efforts of the organization?
Sample Solution