Manner in Which Telstra Is Looking Towards Outsourcing Their Raining Program to Bailey Consultancy - Case Study Example

Table of Contents Introduction 2 Telstra Corporation 2 Bailey Consultancy 3 Department of Training: Attraction and Selection (Recruitment) 3 Training Tools 4 Training & Development Policy Statement 4 Training Plan 5 KPI 6 Timeline 6 Ethical Service Delivery Standards 7 Conclusion 7 References 8 Appendix 9 Service Level Agreement 11 Introduction Telstra is an Australian company working in the field of telecommunication and provides various services associated with it. The company with the long term vision in mind is looking at improving their customer care so that better services can be provided. To ensure proper development and execution of the training program it has been outsourced to Bailey Consultancy. For this Telstra is looking towards developing a Service Level Agreement (SLA). The company aims to provide the required training within two months and will require proper cooperation and coordination between Bailey and Telstra to be able to deliver quality performance. This report addresses the recruitment and selection process along with the training needs that Bailey Consultancy need to lay stress on. The report also looks into the training and policy statement and looks to build on the different codes and ethical standard along with the different parameters which will be used to gauge effective training. The SLA will thereby ensure that the time line and the KPI is looked into so that all stakeholders knows their responsibilities and act in a predetermined manner to deliver quality services. Telstra Corporation Telstra Corporation while looking to ensure proper training has to ensure that the required resources and areas which have to be worked on is clearly stated. This increases the role of the company as they will have to look at various aspect right from approving the training specifications to monitoring the program, getting feedback and reviews, and finally providing important inputs to improve the training program for better achievement of the objectives and the purpose for which it is done Bailey Consultancy Bailey consultancy has been entrusted with the job of providing the required training. This will require that at the forefront they conduct a research to find out the training needs of the employees. Secondly, after getting approval from Telstra a time frame has to be decided and table developed during which the training will be imparted and completed. Further, Bailey consultancy will also have to be provided with certain rights where they can look at he documents of the company so that it will help to find out the gaps that the employee has and based on it better training methods can be developed. Department of Training: Attraction and Selection (Recruitment) Telstra has to look towards ensuring that they have the required skills and manpower which will enable them to deliver services matching the high standards that the customers are looking for. This makes it imperative that the recruitment process is such where employees with different skills and knowledge are selected so that specific training in the required directions can be given. This will help to sharpen their present skills and will direct the business to be able to use the resources in a productive manner (Cable & Judge, 2006). This will require that employees are selected based on certain parameters which have been provided in the form of a questionnaire in the appendix. This will thereby enable to develop a training program with the following requirements Ensuring that a balance is maintained between acceptability and attractiveness for the development of proper training tools (Dipboye, 2002) Have training tools for all by developing flexible working hours Identify the employees who have to be imparted specific training by understanding their requirements so that the efforts are directed in the correct path Training Tools This is the most important part of the SLA as it is the prime purpose based on which Telstra has chosen Bailey. This will thereby require that the training program is developed in such a way that it identifies the different tools and dimensions which will have an effect on the employee performance and works towards providing those so that better services can be provided (Thompson and McHugh, 2009) The main concern for Bailey consultancy should be that the training program looks as improving customer service, improving performance, handling the disputes of both the customers and the employees, understanding the customer wants, and having the required standard that satisfies the customers (Arnold, 2005). This aspect has to be provided in the training tools so that the employees are able to understand the wants clearly and based on it are able to provide better services. Training & Development Policy Statement Bailey Consultancy has to use the questionnaire which has been developed in such a manner that the gaps and areas of concern is clearly identified. This will help them to find the gaps in the employees’ skills and based on it the training program can be developed which will help to fill up the gaps that exist. This will ensure that the training program becomes more effective and should look towards the following (Hogan, 2001) Ensure better learning by having training program developed based on the requirements of the job Have the required resources and finances to be able to support the training program Ensure proper training program by having both on and off the job so that the learning can be implemented and the changes can be seen by the employees Ensure proper motivational programs along with training so that employees become motivated and have a new zeal to accomplish the task assigned to them Training Program The training program has been developed and is as follows Objectives Aim/ Measures Identify the gaps in the skills of the employee and provide training based on it (Golding, 2010) -Improving the service quality -Ensure feedback so that services can be better improved -Reduce staff turnover Ensure that all the department has the relevant knowledge regarding training (Golding, 2010) -have a training program based on the organizational need -identify the areas where training has to be provided to the employees Have proper training programs to reduce the employee turnover and increase their morale -Better services -Having employees for future planning and succession planning KPI The contingency plan which has been developed is as Areas Strategies for mitigating the risk Unable to deliver quality performance due to lack of training being provided to the employees -Finding out the areas of concern and increasing the role of external parties in providing training so that employees feel free to communicate their problems Improved workforce -Have regular feedbacks through questionnaire so that the areas of development through training and the motivational level can be found out so that tools based on it can be developed Timeline The time line which Telstra has looked towards providing Bailey Consultancy is a period of 3 months starting from September 1 and ending on November 30. This time line has been further divided as the first month the company will look towards conducting research to find out the different areas which are of prime importance for customers and will help to increase their satisfaction level. The firm after consultation with Telstra will develop a training program based on the market requirements so that better services can be provided to the customers. After developing a training program the time table with the different areas which will be worked on will be provided to Telstra and after their approval it will be put in use to ensure that the service level delivery matches the standard that has been determined. Ethical Service Delivery Standard While developing the training program both Telstra & Bailey Consultancy will have to ensure that they remain ethical and maintain the ethical standards while providing the required training. Some of the standards which they will look towards abiding are the SLA, equal opportunities for all, ensuring confidentiality, maintaining professionalism, and ensuring honesty while providing services. Conclusion The paper presents the manner in which Telstra is looking towards outsourcing their raining program to Bailey Consultancy. It presents the manner in which Bailey is looking towards developing the training program after identifying the needs to the employees. This has been done through a questionnaire which helps to understand the wants and through it the different aspect which will improve the working of the business is being looked at. Further, the ethical consideration and the time line for 3 moths have been identified and a contingency plan to ensure proper training has also been developed which will ensure better services and will provide the employees with an effective training program. References Arnold, J. (2005). Work Psychology: Understanding human behaviour in the workplace 4th ed. Harlow: FT Prentice Hall. Cable, D. & Judge, T. (2006). Person-organization fit, job choice decisions, and organizational entry. Organizational Behavior and Human Decision Processes, 67(3), 294–311 Dipboye, R. (2002). Selection interviews: Process perspectives. Human Resource Selection (3rd ed.). Orlando, FL: Dryden Press Hogan, R. (2001). Personality and personality measurement. In M.D. Dunnette & L.M. Hough (Eds.), Handbook of Industrial and Organizational Psychology, Vol. 2 (2nd ed.) 873–919 Thompson, P. and McHugh, D. (2009). Work Organisations: A critical approach, 4th ed. Basingstoke: Palgrave Macmillan Appendix Questionnaire Name?_______________________________________________________________ Address?_____________________________________________________________ Educational Qualification?________________________________________________ Did you receive training? YES___ NO___ If yes provide the details __________________________________________________________________ __________________________________________________________________ Provide the detail regarding training that was provided __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ Do you have a degree or certificate of the training? __________________________________________________________________ __________________________________________________________________ Describe your past experiences in human resource department? __________________________________________________________________ __________________________________________________________________ Did the training help you in your job? ____________________________________________________________________________________________________________________________________________________________ What training did you receive in the last one year? _____________________________________________________________________________ Which was least helpful and why? ____________________________________________________________________________ Which training was the most beneficial? ____________________________________________________________________________ Was the training course interesting? ___________________________________________________________________________ Do you prefer online training? Yes /No Areas which you think training have to be provided? ____________________________________________________________________________ Comments ___________________________________________________________________________ Service Level Agreement Statement of Intent: The aim of this agreement is to develop a service level agreement between Telstra Corporation & Bailey Consultancy where Telstra Corporation looks towards providng proper traiining facilities to the employees of Telstra Corporation so that they are able to develop efficient services. The agreement is thereby binding on both the parties and looks towards achieving the target service levels Objectives of Service Level Agreement To develop an environment which is conducive to both Telstra Corporation & Bailey Consultancy and looks towards mutual cooperation so that effective training can be provided to the employees To ensure that all the parties having the required responsibility is able to enter into an agreement To develop a formal system which will look towards ensuring maximum cooperation and ensure that the service required capabilities are able to be achieved at all service levels Period of Agreement: The agreement looks towards starting on September 1 and ending on November 30 thereby ensuring a period of 3 months Review Procedure: The agreement will be reviewed on August 30 so that the basic understanding and manner in which the training will be developed so that employees are imparted the required skills to deliver on the highest level Representatives: Telstra Corporation & Bailey Consultancy both will be represented by their local heads and will look towards controlling the overall process Service Level Monitoring: The success of the service level agreement will depend on the manner both Telstra Corporation & Bailey Consultancy are able to achieve the purpose based on which both the company looked towards developing their agreement. The performances of the employees will me monitored on a continuous basis to identify the different inputs and area of growth so that the business is able to function smoothly and ensure that the goals are achieved Complaints: Compliants relate to the field of Unable to provide the requisite training which was been spoken about Lack of proper support from different quarters Personal responsible was unable to provide the required support Read More