...allocating expenses associated to their training and educational services group in 1999. Since the services group’s actual cost has gone beyond its original budget and the consulting group didn’t received as many as training session as planned at the beginning of the year, the actual allocation rate charged to each training session has changed to $665, resulting in an extra $112 per session and 67,200 in total for consulting group. This result no wonder makes David Anderson feel unfair because his group have to cover some overrun spending which originally allocated to training groups while training groups’ absence for training session is the reason for increasing the cost. From the situation Xyberspace faced up to, we can conclude that even though allocating cost based on actual usage can allocate all the expenses, it is not practical and reasonable enough. It is hard for services group to control cost. As David says the group can just pass the budget variance off to other groups and they don’t need to responsible for any inaccurate of their budget. Additionally, the single rate method fail to explicitly reflect the real cause-and-effect relationship of the cost pool to the cost objects. Among services group’s expenses, there are some indirect costs that are not directly related to any particular training sessions and amounts of sessions. Both consulting and customer group should pay for these indirect costs no matter how many session they actually participate. As these drawbacks...
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...Team Subject: Training and Mentoring Program for InterClean/EnviroTech sales team Due to the departmental changes and restructuring of the sales team, we have developed a training and mentoring program. The program has been developed in order to align our workplace training with our business objectives. We have been doing things differently for quite some time. Although we have been effective in maintaining and growing market share as separate entities, we must capitalize on having two completely different sets of resources. I know that each company has had its individual road to success; however, we must come together to form a unique blend of unity as we merge the two philosophies. In the past, we sold products to customers to achieve our sales quotas. The new training will be to improve our service based sales. This training will provide the sales team with the opportunity to learn our new way of selling. It will involve getting acquainted and building rapport with the customer. This will further engage the customer and give them a sense of trust. By earning their trust, they will be more likely to share their product deficiencies with us. The training will provide us with the listening tools to receive the information given, and base their product need off of what we gather from them. With the new tools, we will be able to paint the picture for the customer and assure them that they are making the right purchasing decision. After training has been provided...
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...Career Development Plan II Training and Mentoring Program HRM531 June 12, 2011 Career Development Plan II – Training and Mentoring Program The merger between InterClean and EnviroTech has sparked a new strategic direction. Consequently, the merged companies will be introducing full-service cleaning solutions for organizations in the health care industry. To facilitate the company’s new direction, management has assembled a new sales team and development plan to help the team be successful at implementing the new strategy. The new sales team will be consisting of Jim Martin, Vice President of Sales, Tom Gonzalez, Sales Manager, and Outside Sales Representatives, Susan Burnt, Eric Borden, Ving Hsu, and Terry Garcia. Additionally, the next step is to create a training program for these employees. This training and mentoring program is designed to prepare the new team to carryout the objectives of the company. Furthermore, when creating a successful program, management must first identify the new training and mentoring needs, objectives of the program, performance standards, delivery methods, contents, time frames, evaluation methods, feedback, and alternate avenues for those who require further development. Assessing Needs and Objectives When selecting members for the new team, management focused on specific skill sets that would be significant to the success of the organizations new strategy. Notably, employees from both entities were evaluated and chosen because...
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...2010 FiFa worLD cuP Disney Institute customer service training helps 15,000 south african workers Prepare for world cup Visitors summary In an effort to boost customer service prior to the 2010 FIFA World Cup South Africa, the Federated Hospitality Association of Southern Africa (FEDHASA) retained Disney Institute to deliver hospitality training to approximately 15,000 of the country’s front-line service workers. The training, which was delivered across nine provinces over 34 days, focused on Disney best practices as they relate to quality service, leadership and people management. The programs for front-line workers focused primarily on delivering great service; a series of train-the-trainer sessions also included the leadership and people management content. case stuDy: For the sessions with front-line workers, Disney Institute facilitators taught a variety of programs and activities based on Disney’s world-renowned service excellence and model of treating visitors as guests. “The first and most important step in any customer service improvement program is simply recognizing and appreciating who your customer is and why they are with you,” said Jeff James, vice president of Disney Institute. All of the training was designed to be fun in nature to “By sharing this concept with workers of all levels help get workers excited about representing their country throughout South Africa, we helped give them the tools to millions of visitors, said Brett Dungan, chief executive they...
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...communication can help’. This is what T-Mobile believes. With its headquarters at Bellevue, Washington, T-Mobile reaches 268 million Americans, with the support of a 29,000 strong workforce. In the year 2006, T-Mobile introduced Smart phones with solutions and received the highest ranking in wireless customer care by J.D. Power and Associates. They continued to receive such high ranking in wireless customer care for several consecutive years. With the back up of learning organizations, principles, and practices, T-Mobile is truly emerging as a world-class wireless communication organization for others to emulate. T-Mobile’s customer service division is a compelling place to work in. People enjoy their work and get continuous opportunities to learn and develop. The focus on customer services at T-mobile is not just limited to sharing information, but also to adding value for customers through knowledge acquisition. Their philosophy is to support the learning of their employees not just by training and development programmes, but also by creating a mutually supportive happy work environment. T-Mobile’s customer contact centers are standardized and have cyber café and free Internet service availability to all staff members, learning development centres, relaxation and recreation rooms with table-top football, play stations, vending machines, air conditioning, vibrant color schemes, space age design, ample room for each employee, and a subsidized cafe/restaurant. T-Mobile encourages...
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...Customer Feedback Surveys: Essential Elements Gathering customer feedback can be a challenging process. Businesses need good customer feedback to shape their offerings and services. Having a clear view of a customer’s experience with a company is essential, and conducting a survey is an excellent way to gather essential feedback. The exponential growth of businesses asking for survey input has saturated the market. Customers are routinely asked to respond to survey questions on everything from retail experiences, funeral home offerings, and cell phone plans. As a result, it can be challenging to encourage customers to respond to a survey, and harder still to wade through the false or negative responses to gather legitimate feedback. When designing a survey, it is essential that the survey be worded clearly and directly. It needs to have specific questions that target exactly what the company needs to know: what the customer liked about their experience, what they disliked, and what they would like to see changed. By asking about likes/dislikes/needs, companies target the three ‘B’s of customer experience: beliefs, belonging, and behaviors. In other words, a good survey asks about the customer’s preconceived or confirmed beliefs about a company, what demographic group they belong to, and what behaviors the customers exhibit based on the way they respond to the survey questions. While these general question categories will result in an insightful customer feedback survey, it...
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...Assignment 4: HR Training Class Assignment John is a member of the Human Resources Department of Snazzy’s, a small retail company. Upper management has asked him to create a new employee customer service training class for all new employees. As he develops this class John will need to justify the use of a needs assessment of Snazzy’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance 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), justify why he selected this training method, propose two (2) ways to motivate an employee who has no interest in attending a training class and develop a survey to collect feedback from the employees who attend the training. As his first attempt to develop a training course, John will be expected to use quality resources to research the most efficient way to achieve a successful training class. Justify the Use of a Needs Assessment of Snazzy’s Employee Customer Service Training First, John is charged with justifying the use of a needs assessment of Snazzy’s proposed employee customer service training. The United States Office of Personnel Management explains that “The purpose of a training needs assessment is to identify performance requirements and the knowledge, skills, and abilities...
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...the end of the training session, the trainees will be able to set a table as described in the restaurant's manual". Learning objective is communicated to the trainees and even written down clearly on a white board, inviting comments, queries or questions. There are several important points to note in the above-quoted learning objective: The training (learning) objective is performance-based. The objective is clear and not subject to misinterpretations - the trainees know exactly what is expected of them and how they will be tested. The shift and onus for learning is upon the trainees themselves. The training lesson is action-oriented (an active verb is used) "will be able to set" that guides the learning process (method) and will demonstrate whether the lesson has been learned. The end-result is observable and measurable. Affective Objective: After completing the training session, the employee will be able to communicate with and react to customers in a way that will result in a more satisfactory experience for the customer. Training for this objective will be delivered by employees in each store who have been previously recognized for their customer service skills on their performance reviews through utilization of an in-house developed customer service guide. These employees will shadow current employees and measure customer responses to their experience through use of a customer experience survey for a two day period. After the observance period, the customer responses are...
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...desired effect. Company Overview Elite Fitness strives to be a one-stop shop for all of your health and fitness goals located in the growing city of Grain Valley, Missouri. Here we don’t just believe that health and fitness is about “losing weight” or eating well. Being fit and healthy means that your body and mind are working together to become the best “you.” And that’s what we specialize in at Elite Fitness. All of the services we offer provide the opportunity to improve any individual’s level of fitness, feel better and ultimately, be healthy. At Elite, our customers are not just a number, they’re family. * Inspire the community to take a step in a healthier direction by hosting monthly themed “fun runs” with an extra prize if a participant completes all 12 races. Each fun run will include educational resources for things such as training, stretching, and nutrition. * Hire an on-staff chiropractor. In order achieve our dream of becoming a “one-stop-shop” for all health and fitness needs, it is important to add this field to our services. Recovery and injury prevention is a major part of maintain a healthy lifestyle, and will set us apart from our competitors. * Host three, one-week long summer health camps for elementary to high-school aged children. These camps will seek to educate kids on how a healthy life style can be attained and the...
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...induction process, customer service, interpersonal skills, team skills and leadership skills. The report provides information on how the development needs of the staff and the company can be met. The approach that is used is a human resource development needs investigation. The report looks at the structured and unstructured interventions that might be used to develop the staff from approaching problems with a ‘black and white’ approach to being more flexible in their approach and willing to use the soft skills required to be an effective staff member. The report provides guidance on the evaluation strategies that can be used with each intervention. The report recommends that the staff are given the skill and knowledge in a classroom context and then provided with an action learning project along with a mentor. Table of Contents 1.0 Introduction 1 2.0 HRDNI 1 2.1 Approach 2 3.0 Learning Interventions 3 3.1 Structured learning interventions 3 3.2 Unstructured learning intervention 3 4.0 Evaluation 4 4.1 Reaction 4 4.2 Learning 4 4.3 Behaviour 5 4.4 Results 5 5.0 Conclusion 5 Introduction Finnish Bookstore staff need a set of learning interventions that can assist staff to improve their level of customer service skills that they need to deliver excellent customer service. The approach that is recommended is a more people focused approach that recognises the value of a variety of approaches in order to develop the customer service skills rather...
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...Behaviour Executive Summary: • The first Ritz-Carlton opened in 1898 in Paris and since then a lot of changes took place which led the company to the nowadays success. • Training methods and the introduction of globally accepted standards are important to ensure quality • Advantages are high customer and employee satisfaction • Disadvantages are the lack of individuality and high costs • Training reduction would support employees individuality Table of Content: Introduction - 4 - Short Historical Overview - 4 - Ritz-Carlton’s Training Methods - 5 - Advantages and Disadvantages of Ritz-Carltons’ Training Methods - 7 - Conclusion - 9 - Reference-List - 10 - Introduction: Ritz-Carlton, belonging today to Marriott, implemented a lot of different training strategies during the last 30 years which led the company to success with increasing customer satisfaction, lower employee turnover and even winning prices for their training. The Case-Study “Ritz-Carlton’s Human Resource Management Practices and Work Culture” introduces exactly these training methods and focuses on the advantages, but disregards the disadvantages which could have a huge impact on the future success of the company. With this report we want to point out these training methods, both sides of the medal with advantages and disadvantages and come at the end to a realistic approach for a solution. Short Historical Overview: The history of the...
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...prepare for the Activity 1 I was using Systematic Training Cycle, where it says: Identify Training needs Setting training objectives Plan the training Implement the training Evaluate the course Analysis and review Identify Training needs For training I had to identify participant-training needs, had to answer a question: why did I decide to conduct customer service training. And what needs should be improved during this training. My current job is related to customer service in that point my own confidence was high to this subject. Absolutely, ready for any questions, after session or during the Training. Setting objectives To set Smart objectives, which should be specific, measurable, achievable, realistic and time bound for my 30 min session. An ideas and range choice of training material I got in Internet and CIPD website also Course Companion. Had to mark areas to cover essential work-related skills. What knowledge participants have to demonstrate at the end of the training session. To begin, I created a training plan include information and length of each topic, very important timing of each objective. Preparation To present myself at the course in had to unsure that I am dressed in the way that meets the expectations of the workshop. During training my body language should show confidence. Making eye contact with participant, had to show attention to the group. For better delivery of training, as I was suggested by my tutor, I made loads of...
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...management and employees in making strategy a continual process (Pearce, & Robinson, 2009). In developing the balanced scorecard for Animal Behavioral Consulting and Training (ABC Training), the following strategic objectives were set up as strategic objectives for the company to use. Taken into consideration were the financial, customer value, processes, and employee growth and learning objectives (See Appendix A for Balanced Scorecard). Financial Objectives In determining the company’s financial objectives, it was important to reflect on demand and competition within the business, as evaluated in the SWOT analysis. The first strategic objective found within the organization's financial perspective is to increase the organization's market share. This magnitude of this objective gains its value as the percentage increase in market share grows after adding two trainers per market. Measuring the percentages will assist the organization in determining if they have attained their vision, which involves annual increase of 2% in the market share. The strategic objective of increasing profit the margin correlates with the company’s vision by increasing pricing of products used to enhance training intentions while keeping the training sessions themselves at a competitive rate allowing its customers to afford the sessions. The objective of increasing market presence directly links to the organization's vision of expanding to one new market semi-annually; minimizing expansion...
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...makes a training session more interesting by engaging into conversation. Creating a positive learning environment: Make sure that the room temperature is adequate, enough chairs for everyone to sit comfortable and making all the learners feeling relaxed during the entire session. NEGATIVE Language: Having a session with multicultural adults can cause confusion and misunderstanding with some learners. It is important to ask questions if they understood everything and also speak slow and clear. Location of venue: As all learners come from different parts of the country it is important to familiarize them with the location and how to get there. It needs to be close to public transport and have a nearby car park. Also the surrounding should be peaceful as noise from traffic or other factors can impact negatively on the session. Principles of adult learning Principle How the planned activity reflects 1. Adults are internally motivated and self-directed. As all the learners choose the CIPD course it makes them highly motivated and self-directed. 2. Adults bring life experiences and knowledge to learning experiences. Formative assessments throughout the session by questioning learners about their experiences and opinions. 3. Adults are goal oriented. Setting up aims and SMART objectives helps learners to fully understand the importance of the training session. 4. Adults are relevancy oriented. Regardless the size of the business, excellent customer service needs be...
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...2.1 Training need at different levels In order for the training to be effective, we need to focus on different levels, a family environment is a good motivation key for the employee Management level | Costumer level | Operational level | -Practical learning for developing skills, making decision and leadership.-off the job training and role playing for practical understanding | -problem solving, to manage complain and queries,-workshops for customer service | -Correcting performance to motivate and bring efficiency.-advice or coaching the line managers. | 2.2 Method of training | Advantages | Disadvantages | On the job training (rotation, mentoring, self development approach...) | -Quick feedback.-Rapid consolidation if the task is not up to standards.-Employee is working and learning in the same time. | _Trainee will be trained and informed based on what happened that day, so he may lack of important issues related to safety and productivity._Adopting the bad habit of trainers._It can mess with workflow and the production of the day. | workshops | _they make employee practice and to know about their skills | _cost might proof as a loss .- might be demotivation to employees | Role playing | -Experiencing different roles and different responsabilities.--Employee get to know what it take to manage a different responsibility. | -reluctant to swap roles to take wider responsibility . | Coaching | -It gives the decision making courage -Specify area...
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