Pickfords Training programm - Report Example

Pickfords The Training Manager, Pickfords Re: Recommendations on Training policy and objectives for Pickfords. Summary of Manager’s recommendations: Based upon the Manager’s visit, the following observations have been made, which highlight the need for refining the training program at Pickfords. (a) the high incidence of delays in delivery, which are impacting adversely on Pickfords’ reputation (b) customer complaints about dealing with employees who are not knowledgeable and able to provide good advice on moving, contrary to advertisements on the Pickfords site. (c) The gaffes that are occurring through inadequate communication between sales personnel and operational personnel such as drivers. (d) The casual, non professional attitude adopted by several employees, especially Directors, despite long term service with the Company. The importance of a good training program: Pickfords is committed to quality and customer service. However, there is a shortfall in that employees are not reaching the standards of quality which are desirable. While earlier perspectives of training have centered upon reinforcing faith in employees, however it is now largely a matter of costs that may be incurred in the training process for analysis of the problems, introducing automation where necessary and the benefits that are likely to accrue for the investments made.(www.brandon-hall.com). In this case, there appears to be scope for much business improvement and enhancement of customer satisfaction if a training program is introduced to specifically improve employee practices. Advantages of a good training program: While a training program will involve some expense, there are several advantages to be gained by it. Employees in the different kinds of jobs within the firm will gain a good idea of the specific requirements of their job and how to work towards satisfying the required standards. Moreover, introducing a set of common standards to be achieved in each position will ensure that all employees know exactly what is expected of them and the requirements will be the same for every employee, which will introduce the element of fairness within the system and build employee loyalty to the firm. The training session can also include brainstorming for creative ideas. Employees can be encouraged to put forth any problems they may be experiencing on the job, so that creative solutions can be devised for handling those problems. Recommendations: It is recommended that a training program be introduced specifically for operational staff, such as the drivers and those who do the actual packing and unpacking. These individuals may need training in how to accomplish the tasks with maximum efficiency and savings in time. Providing cell phones to the drivers and supervisors overseeing the packing operations will ensure that they are in touch with the staff at the head office at all times and able to update the personnel on the progress of the operations. This will in turn help the telephone operators to answer customer calls intelligently and improve the levels of customer service. It may be helpful to introduce multitasking into the training program, along the lines that were adopted by GP Flakeboard’s fibreboard plant in Sault Ste, Marie, Ontario, where employees work in every division of the Company, and are circulated for varying periods in different divisions of the organization, where they receive training that helps them develop an overall perspective of the entire business and how every division functions, through a rotation of duties(Blackman 2000:30). This would also help them to perform a variety of tasks with equal competence. In this way, it may be possible to improve the knowledge that is lacking in employees today, because being involved in driving or packing for example will provide first hand experience to the employee who will be able to appreciate the requirements of those positions and when later rotated into handling the phones, answer customer queries intelligently. Pickfords must become a learning organization, where employees are encouraged to constantly improve themselves. Learning must continuously take place at work, to avoid stagnation of employees and to ensure that they stay motivated so that the organization exists in a state of preparedness and flexibility (Linstead, Folop and Lilley, 2004:39-55). Mintzberg however, emphasizes the fact that “Learning a set of competencies does not per se make a manager competent.” (Mintzberg, 2004:140). Rather, effective management and leadership skills require the creation of a team oriented culture within the organization, building team based incentive and reward systems, encouraging self direction of team work and creative problem solving (Hughes, 2003:8). Within such an environment, there will be cooperation between all the employees and good levels of interaction between them, so that team work will produce efficiency and high levels of customer satisfaction. On this basis therefore, it is vital that training programs such as NVQ can also be targeted at the long term employees, especially those who are in a supervisory position, in order to enable greater networking with other personnel and enable them to make quick, intelligent decisions when called for. By slotting people into distinct levels with distinct responsibilities, there is an element of stagnation and inflexibility that sets in, which is detrimental to an organization in responding quickly and effectively to the problems that it faces on a daily basis. Therefore, it becomes clear that some authority and decision making powers must be passed down into the hands of the managers so that they are able to respond quickly and effectively when a problem presents itself rather than waiting for sanction from the higher ups. The importance of their job must be stressed and accountability can be introduced, so that these employees know that standards must be met if they are to continue with the organization. National Vocational Training is also provided by the UK Government through training providers, who are able to educate and train employees for a reasonable cost, and this is also one option that Pickfords can consider (www.training-classes.com). Providing such certification to the employees of Pickfords will ensure that they are able to carry out their duties capably. Employees from all branches of Pickfords can benefit from composite training programs organized for each category of employees, and this will also be more economical from an implementation point of view. It may also be advisable to hold weekly meetings within departments to assess weekly performance and identify whether or not standards are met, so that reasons for shortfall can be analysed, especially when coordinated with the feedback received from customers. References: * Blackman, Ted, 2000. People systems set them apart from other mills, 127(3), pp 30-35. * “Linking training to business goals.” [online] available at: http://www.brandon-hall.com/solutions/linking_central.shtml * NVQ Training. [online] available at: http://www.training-classes.com/learn/_k/n/v/q/nvq/ Read More