Table of Contents

I. Introduction: American Express 3
II. Overview of Organization: Background 3
III. Organizational Design 4
IV. Scope of Operation 5
Vision 5
Values 5 Operating principles 6
Board of directors 7
V. Current Operation State 8
VI. Desired State of American Express 10
VII. Developments 12
Risk and informational management 12
Strategic planning group 13
Human resources 13
Technology 13
VIII. Program Design and Development 14
Objectives of the program 14
Incorporate site visits by management 14
Training and seminars 14
American Express will Focus on the Development of Employees 16
Incorporate Site Visits by Management 16
Training and Seminars 17
Steps to continue the essence of customer service 18
Assessment 19
Employee feedback 19
Data analysis 20
Creating training manual 20
The use of technology 21

IX. Recommendations 22
Performance appraisals 23
Motivating Employees 24
Training employees 25
Continuous improvement 27
X. Conclusion 28
XI. References 29 I. Introduction
American Express hired our consulting team to create effective training and development program to sustain the company’s success and growth. One of the departments American Express would like to concentrate on is the Customer Service Call Center. Currently American Express does not have formalized organization-wide training and development process. This paper will summarize American Express’ organizational structure and background, vision statement, and future goals. Our team will evaluate the company’s current structure and provide training and development management plan that will help reach current goals, as well as, increase employees motivation and productivity. Our goal is to provide American Express with the training and development management plan that can be