Management: Training Program Case Study Assignment (Case Study Sample)

Training program
Student’s name
Date
Question one. The training workshop will be undertaken to help in building and managing higher levels of customer services. The participants will be taken through a discussion whereby they will be informed of the problems identified by a need assessment. Practical techniques will help participants solve difficult problems and manage awkward customers. To make the training effective, the employees will be encouraged to develop an understanding of their own behavior and impact on others. The specific objectives of the training are summarized below.
* To impart employees with knowledge and skills on computer data entry.
* To provide job-related knowledge to trainees including the product sizing and features.
* To assist employees function effectively in customer care service department by exposing them to latest techniques, concepts and information required in their field.
* To bring about change in attitudes of supervisors and employees towards one another.
* To impart skills among workers on how to deal with customer complaints.
* To improve the productivity of employees and customer service division.
* To make employees handle pieces of equipment, materials and machine efficiently thus reduce wastage of time and resources.
At the end of training program the trainees will be able to:
* Deal with rude, indifferent or difficult customers
* Achieve excellence and responding skills
* Develop new customer relationship
* Handle complaints with empathy and high efficiency
* Develop personal action plan to improve customer service
* Describe exceptional customer service and identify its benefits
Question two. Developing effective training program is vital to cover all employees and ensure the success of the business. The benefits of any training plan require proper planning and implementation. Therefore, keeping the goals in mind while developing the plan and implementing training help in creating an effective program. The initial step is to divide the workers into two halves and develop a regular training schedule. The half of employees will be working while the other half will be participating in training. To minimize work disruption the training will be conducted during slow periods and after business hours for a period of one week. There are four major considerations for developing and running a training program including, planning, methods, logistics and evaluation.
All employees are involved in the planning and implementation of the training program. New and veteran employees need refreshment and learn new ideas and techniques. The training program needs to respond to the staffs’ needs. It, therefore, calls for the organization to present the topics to be covered by HR professional when delivering the training program. Materials that address the issue appropriately and interestingly are gathered. These materials include written instructions, videos and other visual information, handouts and diagrams. The presenter should engage the organization in setting up equipment, preparation of materials and setting up of the training hall. The schedule time is between 8 am to noon for night shift employees and 4 to 8 pm for day shift employees daily for one week. On-the-job training will be applied minimally where appropriate to allow employees learn by performing a specific task. This method enables the HR professional get immediate feedback on the performance.
Question three. Evaluation of training program seeks to determine the extent to which the identified training needs objectives was achieved. It is important to access exactly what the trainees learned and their commitment to implement the skills on work. Evaluation of training will be conducted by the trainers. The model that will be used is the ‘four levels of learning evaluation’ developed by Donald (Falletta, 1998). The four levels of the model are the reaction, learning, behavior and results.
Level 1: reaction
Level one seeks to assess the trainees’ satisfaction by filling evaluation form. The trainer will determine what to find out from trainees and design a form to quantify their reactions. The workers are encouraged to be honest and provide comments and suggestions on the form. Acceptable standards will be used to compare against the react...