Managing Performance through Training and Development - Assignment Example

Justify the use of a needs assessment of your company’s proposed employee customer

Service training, stressing five (5) ways in which such an assessment would expose any

Existing performance deficiencies

Almost all the companies that embrace their success in all dimensions utilize a needs assessment regarding their employee’s customer training. It serves as an asset to all retail companies in determining the existing and future problems of a company. Such an assessment ensures that there is eradication of deficiencies when it comes to an organization’s performance in various ways thus increasing the output of the company in terms of their profit margins. The needs assessment scheme exposes the existing performance problems by clearly revealing the challenges facing the company at large in dealing with their customers (Kouzes & Posner, 2012). In dealing with these challenges, the company ensures it trains its employees on how to handle their customers. The company in return gets to transform values into actions, visions into reality, risks into innovations and risks into rewards in ensuring their employee customer service are done effectively and efficiently (Kouzes & Posner, 2012). The needs assessment is vital in establishing the occupational performance in an institution (Kouzes & Posner, 2012). This actually helps the company to unveil the skills as well as talents that stand as vital in meeting the companies’ needs. The assessment also would help to establish personality deficiencies established by their employees while handling the customers. For instance, they can establish that due to certain aggressiveness manifested by employees while dealing with the customer flaws their relationship. For this reason, the company may embark on developing criteria that ensures that they can hire workers who portray strong personalities and thus help in reaching the companies’ objectives. In instilling these changes, there is strengthening of the relationship between customers and employee and enhancing of the outward image of the company to its clients. In addition, the needs assessment helps in establishing training deficiencies in the company or employee development gaps that a company may entail. For instance, a company may not entail proper methods or even programs that ensure that there is proper employee training. Through such an assessment, one can transform a failure organization into a successful one by ensuring that the training is in accordance to needs that the company entails (Kouzes & Posner, 2012). A case study in this scholarly work by (Kouzes & Posner, 2012), shows how one trained employee helped turn her organization around and made it an award winning entity. This precisely explains the importance of needs assessment in ensuring the success of a business organization. Needs assessment in addition, helps in correcting credibility that employees have concerning the customers. Credibility issues have a lot to do with the trustworthiness that customers accord to the employees from a certain company. Correcting employees about their credibility as well as mentoring them to develop the desirable skills enables, the company enhances its performance. This sells the name and the image of the company in that the trained employees relate properly with the customers because of enhanced credibility as well as trustworthiness (Kouzes & Posner, 2012). Finally, the needs assessment helps the stakeholders and employees establish area they have been negligent so that they can take personal responsibility of each activity they undertake. This improves personal commitment and in return, the stock of a company increases subsequently. Therefore, the needs assessment in employee customer training is very crucial in unveiling any deficiencies.

Develop a customer service training implementation plan and determine the method of training (i.e., presentation, discussion, case study, discovery, role-play, simulation, modeling, or on-the-job training).

Training implementation plan

Customer needs

Companies can only start the customer service training implementation plan if they know the needs and preferences of their company as well as customers. For that reason, they have to interact with their customers to know their challenges and the area where there exist business gaps. This takes to consideration the performance level of the company as well as the product and service provision (Subramanian, 2015). Thus, to implement an employee customer service-training plan, it is very crucial to study the customer’s needs and as well as the service provision by the employees.

Employee needs

The next thing shall involve looking at the needs that face our employees when it comes to their skills. For instance, the qualities that need enhancement while training.

Costs

Costs required so that the training becomes a success also need computation so that the company budgets for the same. For instance, a company may decide that $2000 would be adequate for buying materials necessitated at the training as well as paying the trainers.

Time -frame

An assessment of the time that the training should run also becomes handy and this is vital in ensuring that there does not crop confusion (Subramanian, 2015). For instance, 14 days may be adequate depending with the established needs.

Training method

The most applicable technique and method of training that can bring positive impact to the company is on-the –job training and discussions.

Justify why you selected the training method that you did

Training conducted on-the- job as well as discussion are the best training methods that a company can apply in implementing the training plan. The two combine includes the other methods of training since it includes the instruction training, performance aid, job rotation, apprenticeship, coaching and mentoring (Saks, Haccoun & Belcourt). Coaching in most cases involves the teaching of a recruit on the procedures as well as guidelines or expectations that await them in their new post. Moreover, mentoring involves the placing of an employee under another much-qualified worker who shall then offer them guidance on how to go about a certain task (Saks, Haccoun & Belcourt). Job rotation, on the other hand, would constitute an instance of shifting an employee from one position into another within the same organization. In addition, apprenticeship involves learning under another person whereby he or she imparts kills about a certain job to the new recruit. There also involves holding of discussions during on-job-training where all the stakeholders are included. The customers are also included in the discussion hence accelerating the process of identifying their needs. During discussion and on-the - job training, anyone with issues concerning the provision of goods and service delivery is welcomed to enquire on the same. This helps in changing from the old non-performing norms to new ones and effective methods in order to satisfy the customer’s needs (Subramanian, 2015).

Propose two (2) ways to motivate an employee who has no interest in attending a training classTraining classes without doubt are very crucial to the employees because it elevates the performance of the companies to another level. However, not all the employees are interested in training classes and the most difficult task is to convince such employees to take part in these classes. A firm can motivate the employees not interested in class training through various ways. They may include provision of incentives, promotions after completing their classes successfully, awarding certificates, paying some allowances to the class training attendees and salary increment for those who attain a certificate after the class training ( Lauby,2015). Preferably, the Human resource manager should motivate the non-interested employees by implementing new policies that would include promotion after completion of their training (Lauby, 2015). This will motivate the employees to take part in these training in order to get promotion to another job group with a little bit higher salary and more allowances. The training of the employees will eventually be a success hence ensuring the prosperity of the firm at large. The second form of motivation that the firms ought to put into consideration is paying the attendees some allowances (Lauby, 2015). This will motivate the employees to attend the classes because they get some allowances and this in return ensures that almost all the employees attend the classes. The full attendance of the employees in the training implies a turnaround of the organization besides having employees who are effective and proficiently qualified in service provision. The training sets the company astride beyond their competitors through ensuring the firms policies now resonate in every employee and observing them shall be quite easy by the employees. Therefore, there is a need to motivate the employees that are not interested in class training in order to increase the efficiency of the company.

Develop a survey to collect feedback from the employees who attend the training

• Which were the objectives of the training? Did the company discuss and define them clearly?
• Explain the procedure followed by the trainers
• What do your colleges think about the training?
• How was the training important to you as an employee?
• How can you compare yourself now and before such training took root?
• Which areas should the trainers put more emphasis in order to achieve the intended objectives.
• Did all the employees attend the training? What motivated you to attend the class training?
• What impact does the training has to the success of the business?
• Would you recommend any other employee to attend such classes?