Improving Performance through Learning, Coaching & Development - Essay Example

? Endeavour Case Study Assignment: Improving Performance through Learning, Coaching & Development Table of Contents Table of Contents 2 Introduction 3 Discussion 4 Identification of the training and development needs 4 Design of the Training and Development Intervention 6 Delivery of training and development intervention 7 Evaluation of the Training And Development Program 8 Conclusion and Recommendation 10 References 11 Appendices 13 Introduction In this age of globalization and rapid industrialization, competence and quality are the most essential requirements of the human resources to cope up with varied types of challenges of the service industry. This is because; the reputation of the organization (Endeavour) is entirely based on the quality of services offered by the employees to its customers. And the quality of services of the employees refers to the inner skills, knowledge and talents that act as a catalyst in enhancing the sustainability of the organization in this aggressive market among others. Other than this, the profit margin and brand image of the service provider might also be enhanced in the market mainly with the help of the quality of services offered by its employees. Therefore, improvement of the performance or quality of services of the employees with the help of training or coaching and development is extremely essential in this age of extreme competition. Hence, each and every service providing organization need to offer high level of attention over training or coaching needs so as to improve its equity and influence in the market among other rival players. This report mainly highlights the importance of coaching and development for the employees of a service providing organization (Endeavour) in order to enhance its sustainability and efficiency in the market. It also identifies the needs of the training and development among the employees of the service providing organizations. And then, it also evaluates the ways in which the training program proved effective for the organization and its employees. Discussion Identification of the training and development needs In order to enhance the skills and talents of the employees of an outsourcing organization such as Endeavour, training and development is recognised as the most essential requirement. Without which neither an organization nor the employees might retain their portfolio and efficiency in the market among others. The training and development helps in imparting specific types of skills and abilities to the employees so as to enhance their level performances and dedication towards the assigned responsibilities. Due to which, the level of motivation and devotion towards work might get increased resulting in amplification of the total production and revenue of the organization. However, in case of a service providing organization like Endeavour, the employees need to offer varied types of training and development programs such as language training, cross training, on the job training, communication training and simulation training. With the help of language training programs, the employees are offered training about the type of words that might be used at the time of verbal communication with the customers. This might prove effective in enhancing the level of satisfaction and loyalty of the customers towards the brand among others in the market. Along with this, the brand value and equity of the brand (Endeavour) might be increased thereby amplifying its level of sustainability in this aggressive market among other existing rivals. Other than this, cross training is also another sort of training that helps in gaining varied types of knowledge and skills from the employees of the other departments. With the help of these types of training options, an employee of call centre might gain the opportunity of getting promotions to higher levels within the organization. This might prove effective for the employee in reducing boredom due to repetition of work within a call-centre organization thereby amplifying its level of dedication. The management of call-centre organization, Endeavour might also try to implement a communication training program within the organization. By implementing this type of training program, the speaking power of the employees might be enhanced thereby improving the inner confidence to assist the customers with varied types of problems. This might surely enhance the level of satisfaction of the customers, which is extremely essential for any organization to retain its position in the market. Only then, the prime objective or aim of the organization of Endeavour to shift from phone based call centre to multi-channel service offering might get fulfilled (Taylor & Bain, 1999, pp. 136-145). Apart from this, on the job training program is also essential for the front-line staffs of the organization of Endeavour. This might prove effective for the newly employed front line agents or staffs to attain varied types of knowledge and information regarding the rules and regulations of the organization. Along with this, this type of training program also helps in presenting the courtesies and the techniques to handle the requirements of the varied customers so as to make them satisfied. As satisfaction is the most essential requirement of the customers of a service organization operating in any segment. Therefore, it might be stated from the mentioned points that training or coaching helps in improving the inner capabilities and reduces the performance gaps of an employee serving in any service organization. Hence, training and development means improvement of the standard performance of an employee from his or her actual performance. Design of the Training and Development Intervention The communication training program is the most vital requirement and so it need to be implemented within the call centre of Endeavour so as to improve the efficiency of the employees. Other than this, it might help the employees, comprising of weaker communication skills to improve their talents and capabilities. The communicating power might also get enhanced thereby amplifying the productivity and image of the organization in the entire segment among others. Other than this, with the help of this type of training program, the employees might be well-versed with the British accents and also the ways to tackle the overseas or international customers. Only then, the reputation and brand image of the organization might get enhanced thereby amplifying its level of retention in the entire world among others. Apart from this, it might also help the newly recruited staffs of the organization to attain varied types of information regarding the products and services of that brand. So that, they might contain detailed idea about the products that may prove effective in resolving varied types of queries of the customers successfully. As a result, the level of satisfaction and contentment of the customers as well as the employees might get enhanced. Due to which, the level of confidence of the employees might also get enhanced thereby amplifying the performance and dedication towards work. The level of attrition might also get reduced thereby enhancing the ratio of retention of the experienced staffs. It is extremely both for the employee as well as the organization to retain the experienced staffs within the organization so as to amplify the level of sustainability in this aggressive market. Therefore, the training program would be conducted in four phases such as selection, analysis and evaluation, calibration and coaching for one month with one week for each phase (Saks & Haccoun, 2010, pp. 123-137). The training or coaching program devised for the employees of Endeavour are presented with the help of interactive videos. By doing so, the technical as well as software skills of the employees also get enhanced, along with the communication abilities. Along with this, the employees might attain varied information about real-life scenarios. In the first phase of the program, the employee need to well-versed with all sorts of information of the products or services, prior receiving a call. This is because, if the employee is well-known with all sorts of information and facts, then he or she might very easily clear off the doubts. In the next phase, the executive need to understand the requirement of the customers as well as the importance of the call so that he might become able to fulfil his or her requirements successfully (Prokopenko, 1998, pp. 95-107). Delivery of training and development intervention Communication is the most essential requirements of the call centre executives. This is because; varied types of queries of the customers might only be fulfilled with the help of communication. So, the employees need to be expert in their communique skills and assents. Keeping this point in mind, communication training program is devised for the employees (Moskowitz, 2008, pp. 56-68). If the speaking power of the employees is extremely well, then he or she might very easily tackle the customers of various regions. Due to which, the level of satisfaction and faith of the customers gets enhanced thereby amplifying the reputation of the brand in the entire segment among others. The range of customers and the profit margin of the organization might also get enhanced thereby amplifying its sustainability in the market (Rae, 1999, pp. 45-78). Other than this, with the help of training programs, the level of dedication and devotion of the employees towards work might also gets enhanced resulting in amplification of the total productivity of the organization. Along with this, the level of inner confidence might also get enhanced, which is extremely essential for the retention of the employee. Apart from this, due to the implementation of the training program the technical and behavioural skill of the employees gets enhanced, thereby amplifying their future growth and career prospects. The level of promotions of the employee within the organization is also increased, which acts as a motivator for them. Due to which the employees become more loyal towards their assigned duties and responsibilities so as to retain his or her image or self-esteem (Kubr & ?Prokopenko, 1989, pp.56-85). Consequently, training and development also helps in inculcating the spirit of team work or inter-team alliance so as to fulfil the objective or goal of the organization. Due to which, an employee also attains the opportunity to learn varied things from the other employees of a group thereby amplifying the skills and talents (Sims, 1998, pp. 46-71). Therefore, it might be depicted that training and development acts as the most essential weapon of the employees as well as the organization to survive in this stiff economy and tough competition (Hale, 2006, pp.55-67). Evaluation of the Training And Development Program Training and development program is implemented in order to bridge the gap between the existing skills and the required skills of the employees. Other than this, training and development programs help the employees or human resources of the organization to cope up with varied types of challenging situations. Along with this, it also enhances employee performance and organizational productivity (Dewan, 1999, pp. 23-27). Similarly, the training and development program implemented within the organization of Endeavour also helped in the following ways – Improved the morale of the employees- by implementing the communication training program, the speaking power enhanced along with the morale of the employees as well. This proved extremely effective both for the organization (Endeavour) as well as the employee in enhancing its sustainability in this age of aggressiveness (Holdsworth & Cartwright, 2003, pp. 31-40). Creates a better corporate image- due to the implementation of the training program, the inner skills of the employees gets enhanced that amplifies the level of brand image and equity of the organization in the market among others (Goldstein & Ford, 2002, pp. 45-56). Improves the relationship within employee and the employer- due to the execution of the training program, the level of communication among the various employees and the employer gets enhanced. Along with this, varied types of information and facts might easily get transferred within the hierarchies of the organization (Endeavour), so as to improve its prosperity in future (Denby, 2010, pp.14-15). Helps in fulfilment of the organizational goals- training and development programs also helped in fulfilment of the objectives of the organization (Endeavour). Improves knowledge and skills of the employees- training and development program implemented within the organization (Endeavour) also helped in improvement of the inner skills and talents of the employees effectively. This might help in betterment of the organizational efficiency and revenues (Clifford & Thorpe, 2007, pp. 45-89). Improves profitability of the organization- by implementation of the training and development program, the profitability and revenue of the organization might also get enhanced. It is the most essential requirement of any organization (Endeavour) in this age of extreme competition. Thus, it might be depicted that training and development program is extremely essential for any organization in this age of competitiveness (Barbezette, 2006, pp. 23-35). Conclusion and Recommendation Conclusively, it might be stated that training and development program is the most essential medium to enhance the attitudes and behaviours of the employees of the organization. Along with this, it also helps in improving the culture and image of the organization in the entire world among many other existing rival players. It might also help in enhancement of the total sales and productivity of the organization among other rivals (Kenney & et. al., 1979, pp. 34-69). Other than this, training and development programs also help in improvement of the inner skills and talents of the employees of the organization thereby amplifying their devotion and dedication level as well. Thus, without such training methods, an organization may not prosper in this age of aggressiveness. So, it is extremely essential for an organization as well as an employee to retain its portfolio in the market among others. Apart from this, with the help of the training and development programs, the career prospects of the employee gets enhanced, which is extremely essential. Due to which, the rate of retention of the employees gets enhanced and the attrition rate decreases significantly. Hence, it might be depicted that the management of any service organization (Endeavour) need to offer high level of concentration over training and development needs. This might prove effective for the organization to enhance its market share and customer base in the market among others. Moreover, it might also help in enhancing the inner skills and competencies of the employees so as to make them perfect for the organization. As a result, it helps in decreasing the total cost required for recruiting new employees for the organization of Endeavour. Thus, training and development needs are extremely important. References Barbezette, J. (2006). Training Needs Assessment: Methods, Tools, and Techniques. New York: Cengage Learning. Clifford, J. & Thorpe, S. (2007). Workplace Learning & Development: Delivering Competitive environment. New York: Cengage Learning Denby, S. (2010). Industrial and Commercial Training Emerald Article: The importance of training needs analysis. Industrial and Commercial Training, .42, 3 pp. 147 – 150. Dewan, J, M. (1999). Management Of Manpower Training And Development. London: Springer. Goldstein, I, L. & Ford, J, K. (2002). Training in Organizations: Needs Assessment, Development, and Evaluation. New York: Wadsworth. Hale, J. (2006). Outsourcing Training and Development: Factors for Success. New York: Wadsworth. Holdsworth, L. & Cartwright, S. (2003) Empowerment, stress and satisfaction: an exploratory study of a call centre. Leadership and Organization Development Journal, 24, 3, pp.131-140. Kenney, J, P, J. & et. al. (1979). Manpower training and development: an introduction. New York: Cengage Learning. Kubr, M. & ?Prokopenko, J. (1989). Diagnosing Management Training and Development Needs: Concepts and Techniques. London: International labour organizations. Moskowitz, M. (2008). A Practical Guide to Training and Development: Assess, Design, Deliver, and Evaluate. London: John Wiley & Sons. Prokopenko, J. (1998). Management Development: A Guide for the Profession. New York: Cengage Learning. Rae, L. (1999). Using Evaluation in Training and Development. London: John Wiley & Sons. Saks, A, M. & Haccoun, R, R. (2010). Managing Performance Through Training and Development. New York: Cengage Learning. Sims, R, R. (1998). Reinventing Training and Development. New York: Cengage Learning. Taylor, P. & Bain, P. (1999) An Assembly Line in the Head, work and employee relations in a call centre. Industrial Relations Journal, 30, 2, pp. 101-117. Appendices Design of Training and development Intervention Call selection Short term benefit Call Coaching Call evaluation Long term benefit Call calibration Read More