Training of the Employees Has a Significant Role in Modern Business - Research Paper Example

?General Project: Training Proposal Executive Summary Training of the employees has a significant role in the modern business. Without training the organization may not be able to achieve its desired goals. This proposal will contain the background information on the problem that the organization is facing. Effective customer handling is one of the most important factors for the success of an organization. The customer care executives can handle the customers properly if they are equipped with the knowledge on handling the customers in a courteous manner. In addition to this having proper product knowledge is also the key to success for the organization. Lack of product knowledge and improper handling of clients forms the problem statement of the proposal. The proposal progresses with the analysis of the problem where it is identified that lack of knowledge on the financial products and the uses of the organization’s computers system are the reasons behind the problem. It is therefore identified that the training is required. The target population has been the customer care executives to whom the training needs to be provided. The proposal demonstrates the rationale and the goal of the training program. It identifies that the goal of the training program is to educate the customer care executive on how to handle the customers call in a courteous manner by answering their queries as well. Learning objectives are stated in the proposal. It is identified that the learning objectives are to increase the organizational efficiency and to equip with the necessary skills and knowledge. The evaluation strategy has be demonstrated in the proposal, since it becomes utmost important to evaluate the effectiveness of the training program. Finally the program outline and training resources have been clearly discussed. Table of Contents Executive Summary 2 Background of the Problem 4 Analysis of the Problem 5 Target Population 6 Rationale and Goals 6 Learning Objectives 6 Evaluation Strategies 7 Program Outline 10 Training Resources 11 References 12 Background of the Problem A performance analysis can be defined as the process of improving the part of the organization or fixing up of the problem that has been analyzed. Performance analysis generally brings forward the need of training so that the problem identified can be overcome and the organizational efficiency can be enhanced (Donclark, 2007). The function of training is one of the most important elements that determine the organizational as well as employees’ success in the organization. Jobs are increasingly becoming technical and organization specific, thus it becomes difficult to get the candidates whose qualification would meet the requirements. Therefore, this has led to the development of the new and more effective training techniques as well as delivery methods. However, in order to ensure successful training it becomes important to identify the type of training that is required by the organization as well as the individual employees (McConnell, 2003). The problem that has been identified has been that the customer care executives of the financial organization dealing with the customers over the telephone do not handle the customers in a courteous manner. In addition to this, it has been found that the customers are not provided with adequate information regarding their accounts and transactions. Analysis of the Problem This phase is the building block of the training program. However, at first the problem needs to be analyzed. The problem stated above has been related to the organizational performances. The problem needs to be clearly analyzed so that it can be overcome as soon as possible. It can be examined that the problem can be substantially solved if training is provided to the customer care executives on the areas where they lack knowledge. From the case it has been investigated that the problem has been caused because of lack of knowledge about the phone courtesy and the inadequate knowledge of using the organizational computer system. Customers are the lifeline of any business and therefore it is important to keep them by avoiding or by minimizing the customer’s dissatisfactions (Flasher, n.d.). In the above case, it can be analyzed that there might be various reasons that have led the customer care executive to function in an improper manner. The first reason may be lack of training provided to the employees. If provided with adequate training, the employees could have handled the customers effectively in a courteous manner. The second factor, giving rise to such problem, can be the improper reward system as well lack of motivation to the employees in such organization. Therefore, it can be revealed that not only the customer care executives are responsible for the problem that has been caused, but also the management is equally responsible for the occurrence. Target Population The target population in this context are the employees of the organization whom training needs to be provided and their performances needs to be gauged continuously in order to understand if the training provided has been effective or not. Rationale and Goals The main aim of this proposal is to comprehend the problem that is arising in the financial organization and to solve the problem as soon as possible. The proposal aims at understanding the areas of knowledge or skills that training needs to accomplish with the learners so that the learner can meet the goals of the organization. It further aims at measuring the effectiveness of the training for solving the problems. This can be evaluated with the help of performance appraisal methods. It can be revealed that the main goal of the study would be to understand the problem faced by organization and implement certain tools and techniques to resolve the problem. Learning Objectives The knowledge gained from training the customer care executives will be able to serve the organization in an efficient manner. It will teach the employees to work smarter rather than harder. The performances can be improved to a greater extent. With this improved performances, the customer care executives will be able to deliver improved services to the clients. Training will assist the customer care executives in making optimum utilization of the resources through which the goals of the organizations as well as the employees’ goals can be achieved. The customer care executives will learn the importance of the customers for the organizations and thus will learn to handle the customers in an effective manner. Training will assist the customer care executives to equip themselves with the necessary knowledge and skills such as proper handling of the customers as well as product knowledge. The other learning objectives are to increase the productivity of the staffs so that the organization can further achieve its long term goals. The customer care executives will be able to improve their quality of work and minimize the mistakes and errors as much as possible. It has been evident that after gaining the required knowledge and skills that the staffs may get motivated to work which tends to increase the efficiencies in the processes. This in turn leads to financial gains (McClelland, 2002). Evaluation Strategies It is quite important to evaluate the training programs. The main reason behind evaluating is that it assists in determining the effectiveness of the training program. After the evaluation one can understand if the result obtained is positive and gratifying or negative for the one who is responsible for the program and for the upper level managers who would make the decisions based upon the evaluation of the program. Evaluation can be considered as one of the integral parts of instructional design models. The various evaluation tools as well as the methodologies may assist in determining the effectiveness of the instructional interventions. Although it has importance, there are evidences that prove evaluation of the training programs are missing and incompatible. The possibilities of the inadequate evaluations are: lack of expertise, insufficient time allotted, lack of budget, lack of methods and tools. It can be revealed that evaluating the training program is quite a complex task. There are various approaches to evaluate the training that indicates the complexity factors that has been associated with the evaluations. There are six approaches to evaluation such as goal-free evaluation, goal-based evaluation, systems evaluation, responsive evaluation, professional review as well as quasi legal. Among the six approaches the goal-based as well as systems-based approaches are used in the evaluation of the training (Eseryel, 2002). There are various types of evaluations which depend upon the kind of object that is being evaluated and the purpose of evaluation. They are formative as well as summative evaluation. Formative evaluation comprises the various evaluation types such as the needs assessment, process evaluation, structured conceptualization, implementation evaluation and evaluability assessment. On the other hand, summative evaluation can be divided into impact evaluations, outcome evaluations, cost effectiveness as well as cost benefit analysis, secondary analysis in addition to Meta analysis. For the purpose of evaluating this kind of problem, it can be recommended to use summative evaluation techniques. It will examine the effects of the training programs on the customer care executives and will also determine the in general impact of the training beyond only immediate target outcomes. In order to understand the feasibility of the evaluation, it is important to use the evaluation assessments as well as the standard approaches so that appropriate evaluation designs can be selected. In order to understand the effectiveness of the program, choice between the observational as well as co-relational methods needs to be made to show if the desired effects occurred from training or not (Social Research Methods, 2006). Program Outline The learner will be assigned a task of handling the calls. This will take place in-house and thus the existing as well as the experienced employee will demonstrate the learner, the effective ways of handling the calls. They will be taught on how to use the four answering courtesies. They are greeting the caller, introducing the organization, introducing themselves and finally offering their help. The trainee will call the trainer on a trial basis and the conversation will continue for five minutes. If the trainee finds that the trainee is not able to grasp the knowledge and skills that have been provided to him during the session, then efforts will be made to repeat the training session once again and conduct similar trial sessions. The trainee will also be provided knowledge about the company’s product. Then, the trainer will try to prepare the questionnaire where the probable questions that the customers might raise will be listed. The trainee will have to answer the questions over the phone to the trainer. If the trainee is not able to answer the trainer, in that case the trainee will be assigned a day’s time to equip himself with the product knowledge. Again, on the subsequent day similar session will be held to understand the training program’s effectiveness. Training Resources The training resources that will be required are the human resources such as trainers. Technological support can aid in successfully completing the training program. It includes the computers, LCDs, telephones. Finance is the most required resource for any task. Training is a costly affair. Therefore, adequate provision of fund is a must to make the training program successful. References Donclark, (2007). Analysis. NWlink. Retrieved Online on April 23, 2011 from http://www.nwlink.com/~donclark/analysis/analysis.html Eseryel, D., (2002). Approaches to Evaluation of Training: Theory & Amp; Practice. Abstract. Retrieved Online on April 23, 2011 from http://www.ifets.info/journals/5_2/eseryel.html Flasher, W., (No Date) Ohio State University Fact Sheet. Keeping Customer Satisfied. Retrieved Online on April 23, 2011 from http://ohioline.osu.edu/cd-fact/1301.html McConnell, J. H., (2003). How To Identify Your Organization's Training Needs: A Practical Guide To Needs Analysis, Volume 2. AMACOM Div American Mgmt Assn. McClelland, S. D., (2002). Training Needs Assessment For The United Way Of Dunn County Wisconsin. Abstract. Retrieved Online on April 23, 2011 from http://www2.uwstout.edu/content/lib/thesis/2002/2002mcclellands.pdf Social Research Methods, (2006). Introduction to Evaluation. Knowledge Base. Retrieved Online on April 23, 2011 from http://www.socialresearchmethods.net/kb/intreval.htm Read More