Organizational Training Design - Case Study Example

Organizational Training Design Overview of the case Effective management relationship has become one of the core endeavors of the contemporary business managers. Most organization especially those in the service industry are quick to understand the demands of their clients in order to design and provide satisfactory products to the ever increasing demands of the clients. The case presents a regional firm TCI, which offers financial services and is seeking to provide high level services to its clients. In this regard, the company has carried out sales analysis and the result of the analysis indicates an acute need for the company to tighten the effectiveness of their relationship with the clients if only they need to progress in the industry. Consequently, TCI has chosen a software package SAM with relevant features aimed at facilitating quick and effective customer communication thereby turning sales contacts into relationships and increasing sales. This paper seeks to design relationship management staff training program for TCI business firm. Organizational Analysis Having a regional presence and with the increasing need to fully and interactively understand the needs of its clients, TCI requires a strategically planned program to streamline the operations of the organization in general and the sales team in specific towards providing satisfactory services to the clients. Further, the recent analysis of the sales and the company results has significantly underpinned the need for training and developing program to enhance the operational excellence of the employees. In essence, SAM package is strategic in turning sales into relationships, which in the end; facilitate increased sales and thereby enhancing the growth of TCI. Work environment is somewhat systematic and this coupled with the biological evidence that there are significant mental capacity decreases as people grow old; the management of TCI should employ thorough assessment of the overruling elements of the working condition and the need for training the employees before initiating and implementing the SAM program (Noe 136). Further, the difficulty that employees associate with understanding the need for training, committing training content to their memories and providing feedback to the training providers should be evaluated and enforced before the implementation of the training program. Additionally, globalization and its influences play a significant role in determining the level of training that the relationship managers would require. Therefore, the management must be keen to underpin the influences of globalization in enforcing the SAM relationship package training program in a bid to succeed with its implementation. Given the recent analysis of the sales capacity and the resultant financial attainments of TCI and that the company has identified the significant need for the employees to manage sales relationships more effectively, the employees are likely to perceive the SAM training program as an opportunity to grow and thus enhance organization growth. However, it is important for the management to utilize a lot of prior reinforcement of the strategic importance of the training program in order to underscore the perception of the relationship managers into considering this as a reward and thereby improve the acceptance level and the practical willingness to accommodate the new features of the SAM relationship software package. This will enable the trainees to perceive the training as a reward for their prior work, thus significantly reduce the prevailing implementation barriers. The management of TCI in general and the sales management team of the organization in specific will be very interested in ensuring the success of this training program. The investors and other external stakeholders, if informed, will also be interested in ensuring the growth and increasing returns on their investments. In this regard, the executive management of TCI will be keen to ensure the success of the SAM training program to facilitate the developmental growth and the capacity improvements of all the employees within the organization. This will also enhance the management’s efforts in aligning the strategic plans towards the achievement of the organizational goals. Objectives Through the use of Kirkpatrick’s Four Level evaluation framework, which involves the analysis of employees’ reaction, learning capability, behavioral change and the results of the training, the management of TCI company will seek to achieve the following objectives; Employee reaction (Level 1) To develop and attain an above average ranking on the employees perception of the SAM training program To develop and implement attainable methods of establishing whether the undesirable ranking is due to the fault of the training program, design and/or delivery of the training program Learning capability (Level 2) To achieve evident but sustainably improved customer relational interaction between the employees and the customers through the additionally acquired knowledge and skills. To achieve above average ranking on the positive attitude of the employees in general and the attitude of the sales team in specific by the customers. Behavioral change (Level 3) To achieve desirable ranking on the ability of the individual employees to utilize the newly acquired skills and knowledge on the job To attain above average ranking on the employee performance evaluations in reference to their ability to perform and produce the necessary results in their working environment Results of the training (Level 4) To obtain positive and desirable assessment results of the overall impacts of the SAM training program. To achieve measurably increasing results in sales terms following the successful implementation of the SAM sales package program. Detailed Lesson Plan Course title: Conducting an Effective Sales Relationship Management Program Lesson title: Using the SAM relationship software package in TCI Lesson length: Full day Learning objectives Describe the functional elements of the SAM relationship software package in enhancing the management’s bid to achieve effectively managed sales relationships Demonstrate the functional elements in a practical relational interaction with the customers. Target audience: Relationship Managers Prerequisites Trainee: None Instructor: Familiarity with the customer database, contact entry, calendar, to-do list and the quick and customized report functionality features of the SAM relationship software package. Room arrangement: fan-type Materials and equipment needed: Overhead projector, VCR, transparencies, pens, SAM software-installed computers and sample functionalities of the SAM software package. Evaluation and assignment: Practical and/or actual customer management exercises and role-play. Comment: sample SAM software and manuals should be circulated to the trainees at least two weeks to the training day. Lesson Outline Instructor Activity Trainee Activity Time Introduction Presentation Listening 8:30 – 9:10am View slides on sample functionalities of the SAM relationship program Watching 9:10 – 10:30am Break 10:30 – 11:00am Discussion of the various functional elements of the SAM software through the use of computers Facilitator Participation 11:00 – 12:30pm Lunch 12:30 – 1:30pm Presentation and computer instruction on the various functional elements of the program Presentation Listening 1:30 – 2:30pm Role plays Watch exercises Practice using the various features of the SAM software 2:30 – 3:45pm Conclusion Respond to questions Ask questions 3:45 – 4:00pm Extracted from Noe (175) Before, During, After Matrix Stakeholder Before Training During Training After Training Managers Facilitate the approval of the SAM training program The managers should individually introduce the sessions On a regular basis, monitor the progress of the relationship managers in utilizing the skills and knowledge learned from the training Enhance the communication of the strategic importance of the SAM relationship software package in helping the staff to achieve the strategic goals of TCI Should initiate the reinforcement of the strategic importance of the SAM training program to the rest of the relevant stakeholders Require and monitor the delivery of regular reports on the strategic goals aligned to the training and implementation of the SAM relationship software utilization Trainees Actively participate in the sales analysis, training needs assessment and the design of the SAM training program Attend and actively participate during the SAM training sessions Promptly practice the new skills and on continuous basis discuss the action plan with the managers Confer with the managers on the choice and functional appropriateness of the SAM relationship package in bolstering the sales capacity of TCI Openly discuss and identify the prevailing barriers to the implementation of the SAM program as well as practicability complexities associated with the sales package Evaluate own performance and work with the other team mates to remove the eminent barriers while applying the learnt skills Trainers Involve all the other stakeholders in the briefing about the significance of the training program in helping the team to achieve organizational strategic goals Support and/or lead all the training sessions In collaboration with the managers plan support for the trainees Design, evaluate and provide the necessary materials as specified in the training program Facilitate the integration of the pre-training information into the design and activities of the training Evaluate and assess the performance of the trainees on the job to determine the level of use of the new skills achieved Evaluation Rating By ticking as appropriate, please rank as; (4) Excellent (3) Good (2) Fair (1) Poor Usefulness of the training program (4) (3) (2) (1) Functional importance of; Customer database (4) (3) (2) (1) Contact entry (4) (3) (2) (1) Calendar feature (4) (3) (2) (1) To-do list functionality (4) (3) (2) (1) Effectiveness of the customer communication channels (4) (3) (2) (1) Customized reports (4) (3) (2) (1) Time allocated for training presentations (4) (3) (2) (1) Choice and quality of relationship package (4) (3) (2) (1) Cost versus value of the software package (4) (3) (2) (1) Overall how would you rank the SAM packager (4) (3) (2) (1) Cost Benefit Calculations Full Loaded Costs   Needs Assessment (prorated over 4 years) $900 Program Development (prorated over 2 years) $2,000 Program Materials ($120 per participant) $7,200 Travel, Meals, Lodging ($1,600 per participant) $96,000 Facilitation and Coordination ($4,000 per day for 3 days) $12,000 Facilities and Refreshment ($890 a day) $2,670 Participants’ salaries (plus benefits at 25% of salary) for time involved in program $37,218 Training and Education Overhead ($625 per day) $1,875 Evaluation of Pilot program at Behavioral (Level 3) and Results (Level 4) levels $5,000 Total Costs $164,863 Benefits   Total Benefits $329,201     Benefits Cost Ratio 2.00     Net Total Benefits $164,338     Return on Investment (ROI) 99.7% Benefits Cost Ratio = Total Benefits / Total Costs = 329,201 / 164,863 = 2.00/1 Return on Investment = Net Total Benefits / Total Costs = (329,201 – 164, 863) / 164,863 = 99.7% Works cited Noe, Raymond. Employee Training and Development. New York. McGraw-Hill/Irwin. 2009. Read More