... B. Staffing Quality 1. Exceptional or Acceptable Workforce Quality III. References IV. Conclusion INTRODUCTION This paper I will deliberate on the Human Resource functions of Tanglewood Stores. The discussion of the staffing strategies; required by Tanglewood in order to maintain its business philosophy and niche market while remaining competitive. The paper suggests strategic staffing decisions regarding the nine staffing levels and four factors of staffing quality. Every industry in the marketplace has to have some type of staffing strategy in order to be successful. Tanglewood Retail among the biggest retailers among 12 regions locally and oversees. By reviewing Tanglewood company report that was provided to me. I analyzed the staffing approach below with my recommendations. ACQUIRE OR DEVELOP TALENT Tanglewood should acquire employees that have some knowledge in sales and retail but should also train and develop their customer service skills to coincide with the company’s goals and strategies. The staffing levels and quality add up to an emerging talent and remarkable staff. The most imperative strategy's for your company to emphasis on is the diverse cultures which are related to the different areas you are focusing on; by setting your business apart from the various competitors such as Kohl’s, Target, and Kmart is the primary key to success. By employees devoting this concept will in time provide exceptional service to your customers and they will...
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...Running header: THE BROADWAY CAFE Lloyd Wayne Murphy Reengineering: The Broadway Café Strayer University Professor Eve Yeates WINTER CIS 500 March 10, 2012 Abstract A customary coffee lovers rendezvous in the heart of academia stands The Broadway Café arose established in 1952, by my grandfather neighboring the open campus of the University of Texas (UT), Austin, Texas, and my grandfather in his last will and testament rendered the ownership of café as a bequest to me upon his passing. The eatery had under his stewardship presented its clientele with a repertoire of superlative cuisine, exotic beverages over the years, as well as a rendering of an assortment of specialty coffees, teas, and a complete bakery, offering a plethora of pastries, assorted sandwiches, salads, and potages. The issue stands as to whether the eatery can arise to stand as a financial windfall or fall into a financial dilemma. However, my grandfather possessed exceptional expertise in operating the eatery, the eatery’s nontechnological business operations remain today in the same manner as they did in 1952. Consequently, the eatery had incurred a progressive decline of five years of clientele. The eatery possesses no computers: the eatery’s orders take place by hand, or maintain a Web site: thus, consequently, the marketing occurred via the eatery’s clientele. The eatery’s promotion coupons occurred via pamphlets and newspaper clip outs, the eatery’s payroll, and inventory tracking...
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...fills need to be hired externally. Once an employee becomes a member of the team and has gained time within the organization, the process to fill higher level positions should be conducted internally in regards to hiring. Acceptions can be made from a percentage base(i.e. 10%) of higher level positions may be open to external hiring consideration depending on criteria set in regards to years of experience in a similar field. Tanglewood is concerned that companies like Target and Kohl’s are going to create more direct competition for the company. Therefore, Tanglewood must ensure they differentiate themselves by having the best possible staff that will deliver positive experiences to their customers and make their stores stand out among the competitors. The organization feels there must absolutely be a workforce of committed, qualified individuals who will help carry the...
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...Cashier Training Needs Assessment Food City Beverly Moreno Park University HR421 Corporate Training & Development Taylor, Debbie G. Cashier Training Needs Assessment Food City Food City is a fast and up and coming competitor in the retail grocery business. Established in 2009, the company’s commitment is to provide excellent customer service while providing low cost to the community. Food city wants to offer their employees the support that is needed to encourage growth, skills, knowledge, and higher performance. Food city wants to stand above the competition to obtain our business objectives by providing training support to all employees. It is the observation of the company that cashiers are the ones most likely to be in direct contact with the customers. This opens the door to communicate and perform exceptional customer service. An immediate area of focus is on the front-line implementing the opportunity to increase customer service, carry out correct codes and procedures, listening and understanding information while using appropriate vocabulary, language and tone. Since customers are our number one priority, development of curriculum is in direct response to increasing demand in the operation for training materials that will target specific application of work related skills. Corporate office has asked for input to create a training program designed for continued, up-to-date materials given the company’s business strategy for resources...
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...Delivering Customer Service the Right Way. In modern world there are only a few things considered harder than satisfying a customer, gone are the days where a small candy for the kid accompanying or a just a simple smile would do the trick. Customers are more spoilt than ever, they believe that they should be treated like a royalty or they could always go “next door”. Companies are spending a lot of money to train their employees to brush up their customer service skills, and I reckon it’s the right move because no business can survive without delivering customer service the right way. What exactly is the right way to deliver Customer Service? Or for that matter what is Customer Service? It’s a question very commonly asked in interviews nowadays, everyone has their own perception of it. I have worked under someone who believed good Customer Service is when a customer leaves your company smiling or content and willing to come back without hesitation. It does hold some merit, I mean isn’t pleasing the customer enough to be considered as a good customer service, well it’s one school of thought and for others it could be the opposite. I have seen some very hard working customer representatives lacking the right skills, they would complete the job like no other but if you ask the customer they might say the representative was a bit “preoccupied”. For me customer service is very simple, all you need to be good at is multi-tasking, do what they want and while you are on it make...
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...Tanglewood Case 1 Dear: Daryl Perrone, My name is Andreina Polanco I am an external consultant for staffing services. Below please find my recommendations of where Tanglewood should position itself along the continuum: 1. Acquire vs. Develop talent- In my opinion Developing talent is a better strategy for Tanglewood than acquiring talent for many reasons. First Acquiring talent from other companies costs more money. Employees who are new to working in retail can start fresh and learn everything and be molded in Tanglewood’s way. This can also help in any problems with workers about how things should be done, because they have learned it another way in retail store. Tanglewood encourages employees to give their suggestions or their ideas in how Tanglewood can become a better company.. 2. Hire yourself vs. Outsource- Tanglewood should not encourage outsource consultants because of their lack in actual experience with the company. Tanglewood needs employees who have knowledge of the company. Hiring within the company can be advantage because the person will be familiar with the company’s decision making. Even thou there are several advantages for hiring an out source, for a example a new person can bring a new plan, new technique or a new opinion that can improve the company. 3. External vs. Internal- Internal hiring is a better strategy for Tanglewood than external hiring. This allows everyone to start at the bottom as an associate and to work their way up in the company...
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...Develop or Acquire Tanglewood should develop talent that is already within their organization. By developing existing talent Tanglewood stands the chance of keeping employees on a more long term basis because they see that they can move forward within their organization. Also by developing internal talent Tanglewood can really get an employee to adapt and fit into the corporate culture they want to maintain. Hire yourself or outsource Tanglewood should hire themselves. By hiring themselves it’s easier to find people who have the values you want within your company and easier to find people who are going to fit into the culture of the workplace. An agency where hiring is outsourced to doesn’t have firsthand experience of how the organization works making it harder for them to know what a potential employee should be like on some level . External or Internal Hiring In today’s workplace there is going to be a little of both, however, for experience jobs Tanglewood should hire internally. These should be “Merit” promotions to allow your current employees to move forward in their career with Tanglewood. There will be times though where current employees are unable to meet the qualifications of other jobs and external hiring may be necessary, as it is with entry level jobs. Core or flexible workplace Ideally Tanglewood should have a more core workplace. Employees are more likely to stay if they know their position is more permanent. To have a core workforce Tanglewood...
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...Ccustomer Service Providing excellent customer service is one way a small business can distinguish itself from its competition. WHAT IS CUSTOMER SERVICE Customer Service is any form of communication or interaction between a companies representative or an employee or an individual doing business with that company. WHO IS A CUSTOMER? A customer is anybody who receives a product or service from someone else. WHY QULITY CUSTOMER SERVICE? This is important as it provides customers with not only what they want, but also supplying them with what they before they want it. WHAT IS SERVICE Service can be defined as work performed for someone else. WHAT IS QUALITY Quality is fitness for use or being efficient .General standard or gradeof something according to Encarta (micro soft 2001) THERE ARE TWO ASPECT OF DESIGN Quality of Design This is how well the technical aspect satisfies the customers needs. Quality of delivery Adequacy of getting Technical components to customers example: Availability Responsiveness Convenience Timeliness Completeness Pleasantness WHY QUALITY IS IMPORTANT Our existence depends upon our customers. Satisfying their requirements must be our main aim. This can only be this by putting quality into everything that is done. Cutomers Expect Quality because: 1 They want a product of service that is reliable. 2 They want it to meet their requirement. 3 They want value for money. 4 They don’t want...
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...approximately 170 associates, there are around 215 employees per store. Stores are organized into 12 geographical regions, with approximately 20 stores per region. Each region has a regional manager who oversees operations of the stores. Organizational Culture and Values Tanglewood encourages employees involved in the decision process when possible. The most important cultural elements of the organization is an emphasis on “straight talk” in all areas of the business. It pushes to encourage employees to think like managers. Because of the team spirit, upper managers get to mark / identify potential staff for promotion. Human Resources There two basic structure in human resource: corporate and store level. The corporate Staffing Services function...
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...members from EnviroTech, who have excellent customer service skills with some sales experience. They are used to creating relationships with the customer and for the most part, are knowledgeable in customer service skills. They are also used to working in a diverse team environment. Although these employees have great customer appreciation, they could use some training in sales strategies. The rest of the team is made up of employees from InterClean. These employees have excellent sales strategies and are aggressive in meeting and exceeding sales goals. They are not, however, used to working in a team environment and could use some training on their customer service skills. By training the team in customer service, they will learn how to serve their customers and by doing so, will hopefully help to form business relationships with the customers and increase the rate of returning customers. With the amount of competition in the market today, it is important to be able to repeated customers. Casio stated, “the ability to solve problems and form relationships with customers is crucial.” (Cascio, 2005). The team should also receive training in team building and interpersonal relationships. The composition of the team has changed and members of the team must learn how to cope with these changes. By learning how to work in a team environment, they will be able to use each person’s unique skills to better service the...
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... it is important that the team be educated with the necessary tools required and be prepared to take on this challenge. The new sales team will consist of members from InterClean, as well as members from EnviroTech and they are going to need training to learn how to tackle the changes that are occurring. The current sales team is made up of three members from EnviroTech, who have excellent customer service skills with some sales experience. They are used to creating relationships with the customer and for the most part, are knowledgeable in customer service skills. They are also used to working in a diverse team environment. Although these employees have great customer appreciation, they could use some training in sales strategies. The rest of the team is made up of employees from InterClean. These employees have excellent sales strategies and are aggressive in meeting and exceeding sales goals. They are not, however, used to working in a team environment and could use some training on their customer service skills. By training the team in customer service, they will learn how to serve their customers and by doing so, will hopefully help to form business relationships with the customers and increase the rate of returning customers. With the amount of competition in the market today, it is important to be able to repeated customers. Casio stated, “the ability to solve problems and form relationships with customers is crucial.” (Cascio, 2005). The team...
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...2011 Exceptional Service, Exceptional Profit The Secrets of Building a Five-Star Customer Service Organization Leonardo Inghilleri and Micah Solomon ©2010 Leonardo Inghilleri and Micah Solomon Adapted by permission of AMACOM, a division of The American Management Association ISBN: 978-0-8144-1538-2 Introduction The key to a successful business is customer loyalty. Building enduring business relationships is a timeless strategy that transcends factors that are out of a service organization’s control, including technological changes, economies of scale, and exchange rates. Solid customer loyalty serves as insurance against the risks of a commodity being viewed as replaceable or interchangeable. In Exceptional Service, Exceptional Profit, Leonardo Inghilleri and Micah Solomon share a variety of techniques pioneered by the Ritz-Carlton hotel chain, Netflix movie rental service, and other companies that have earned a loyal customer base. From mastering the four elements of customer satisfaction to handling service failures to personalizing the online experience, organizations can make the shift from reactive to anticipatory service and build a base of clients that will keep coming back for more. Satisfaction Guaranteed Inghilleri and Solomon consider customer satisfaction a prerequisite to establishing loyalty. Although satisfied customers are still at risk of being wooed away by a competitor, they will believe a business offers a reasonable product or service and, if...
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...individual, as well as the team performance, you’ll get the recognition you deserve as well. A more talented person Confident, with plenty of drive and sales flair, you’ll work with some of the best products in the industry. It requires a genuine interest in people and the ability to quickly build rapport with them. Financial services experience is by no means essential. You could just as easily have developed your sales and customer service skills in another area of retail. Whatever your background, we’ll give you all the training you need to succeed. Add a talent for teamwork and we’ll teach you the rest. Not to mention provide you with exceptional training and excellent prospects. An employer you're proud of Our mutual status means we’re here to benefit customers, not shareholders. Our commitment to customers has always been what sets us apart from our competitors. And now, more than ever, our reputation for being open, honest and trustworthy is helping us go from strength to strength. In fact, it’s made us the world’s largest building society as well as a major local employer. Underpinning it all is a commercial operation that never stands still. We’re always thinking ahead, aiming higher and sharpening our competitive edge. That’s why we invest in people who are not only proud of what we...
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...busiest day for the choir group members’ at Denver Medhanialem Ethiopian Orthodox Church. The Church has the Divine Liturgy service every Sunday morning. To the most part, the organizers for the Divine Liturgy are priests and deacons. However, in the foreign land, where there are a few priests and deacons available, the church choir group takes part in the service. Since Denver Debre Selam Medhanialem Church has a few priests and deacons enough to cover the main service, it greatly depends on the service of the choir group Felege Selam. This group participates in every aspect of the church services. They organize service and events, support the church financially, and most importantly, they sing and chant after the main Divine Liturgy service. These choir group members are different to the rest of the church members in their way of dressing, discipline, and their strong passion for serving the God and the church. One way to easily identify the choir group members is by their unique dressing. Most of the Denver Medhanialem Church worshipers and the choir group wore white hand woven cotton scarf called netella during the Divine Liturgy. But, the member of the choir group dressed full white from top to bottom. Women of the group member usually dress white...
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...provide customers with exceptional service and quality products that have the best value for money. Commercial buildings and homes proudly stand stamped with the quality only Treasure Island can bring. From 30 sq. meter studios to breathtaking skyscrapers, Treasure Island has long been a passionately committed partner in this dynamic construction industry and has become a household name in construction needs across the country. Fulfilling the demands of this ever-growing industry, Treasure Island went into the production of quality house and automotive paints aptly named Island Paints. Thinking and acting one step ahead of the competition, we are also the recognized partner of international label, Transocean Marine Paints, distributing specially-formulated paints for ocean-faring ships and other marine craft. Treasure Island ventured into manufacturing another growing market need: styrofoam boxes. Hence, together with an industrial partner, Treasure Island created Styropack Industrial Corp, a subsidiary existing solely for manufacturing styrofoam products. Thus, Styropack Industrial Corp completed the Treasure Island packaging division. Manufacturing tin cans, cap seals and shrinkable plastic, this division was initially created to service the company’s own needs and has already been in full operation for many years. Inevitably, we offered this service to our clientele who gladly embraced the concept of all-in-one shopping. As an additional service to our growing...
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