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).  

  1. 200
  2. Students, please view the “Submit a Clickable Rubric Assignment” in the Student Center.Instructors, training on how to grade is within the Instructor Center.Assignment 4: HR Training Class

    Due Week 8 and worth 200 points

    Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create a new employee customer service training class for all new employees.

    Write a six to seven (6-7) pages paper in which you:

    1. 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.
    2. 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).
    3. Justify why you selected the training method that you did.
    4. Propose two (2) ways to motivate an employee who has no interest in attending a training class.
    5. Develop a survey to collect feedback from the employees who attend the training.
    6. Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources.

    Your assignment must follow these formatting requirements:

    • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
    • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

    The specific course learning outcomes associated with this assignment are:

    • Design job and task analyses that align with the overall HRM strategy.
    • Design training and development systems to improve employee performance.
    • Use technology and information resources to research issues in strategic human resource development.
    • Write clearly and concisely about strategic human resource development using proper writing mechanics.

    Click here to view the grading rubric for this assignment.

   ASSIGNMENT SUBMISSION

 
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Write a job description for the HR management director of this organization. Remember to consider the strategic goals and HR strategic plan as you develop the requirements for this position.

Objectives

  • Write job descriptions, including summaries and job functions, using the Internet and traditional methods
  • Create and implement interview questions for candidates

Assignment Overview

This assignment gives you an opportunity to create and evaluate questions for interviews. This assignment will be a useful exercise in preparing for the course project.

Deliverables

A two- to three-page (500- to 750-word) paper, double-spaced with 12 point Arial font

Step 1 Read the following scenario.

Consider a mid-size IT organization with approximately 8,500 employees. Its headquarters are in the United States and its employees work in its offices located in 32 countries. The company went public five years ago, and it has been growing at the rate of 20 percent per year ever since.

Step 2 Write a job description.

Write a job description for the HR management director of this organization. Remember to consider the strategic goals and HR strategic plan as you develop the requirements for this position. Create 10 questions that you can use to interview candidates for the position of HRM director at the company. The questions should include probes for additional information and desired responses.

Step 3 Save and submit your assignment.

WEBSITE ANALYSIS: For this assignment, you are asked to find and report on at least four websites that relate to performance management/performance appraisal/career management. In your report, you must review each website in terms of the quality and usefulness of the information for the HR professional or manager. Your report should be 2-4 pages in length and written in APA style.

Your report should consider:

  • Have you identified and included the link to at least four unique websites?
  • Have you provided a review of each website that notes its strengths and weaknesses in the information presented from the perspective of an HR professional?
  • Is information from the textbooks and other sources integrated into your analysis appropriately? For all sources, you must provide complete citations.
  • Is the paper professionally presented? Remember your audience. It is important to present your information as clearly and succinctly as possible. (Do not sacrifice thoroughness for mere brevity.) Please proofread carefully for grammar and spelling errors.
 
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Identify this leader’s style of leadership, and list two benefits and two drawbacks to that style as it relates to the performance of the team

Note: All scenarios in this assignment are fictional.

Real Business

It can be difficult for a business to improve how it operates from inside the organization. Sometimes, an outside perspective is needed. The large discount retail store you work for wants to improve its in-store restaurant management team.

Your Role

Companies like Target and Walmart often work with outside consultants—people who are not employees of the company but who are hired on a contract basis to help with a specific project. As a Leadership Consultant, you’ve been hired by a large discount retail company to help the company improve its leadership structure and approach to management.

WHAT IS A LEADERSHIP CONSULTANT

A leadership consultant is a person called in to a company, be it a large corporation or a small business, to evaluate how it operates and make recommendations for improvement. Leadership consultants are typically hired when a business is struggling and needs to make changes in order to remain profitable. Such consultants are often highly educated in the field of business and have experience in managerial roles.

INSTRUCTIONS

Step1 Organizationl Structure

Take a look at the Organization Chart provided by the company.

  • Based on your knowledge of hierarchies, would you say that this team has tall structure or flat structure? Explain your answer.

Step 2: Human Resources

The company would like to improve the culture of its team and the quality of its work. Its leadership has provided you with a Process Chart detailing how it currently applies Human Resources best practices.

  • What step of the Human Resources Cycle is missing? Explain why it is important to include this part of the process.

Note: You should complete Step 3 after reading the material in Week 9.

STEP 3: Leadership Style

You have been asked to help improve the leadership style of the team leader in order to meet the team’s performance goals. The team leader has given you a description of what is most comfortable in terms of leading others.

  • Identify this leader’s style of leadership, and list two benefits and two drawbacks to that style as it relates to the performance of the team.

Step 4: Real-World Application

Apply the thinking in Steps 1-3 as if you were a Leadership Consultant hired by the company where you work or for a previous employer.

  • Review the organization chart for your company. Based on your knowledge of hierarchies, would you say that your company’s team has a tall structure or flat structure? How does this affect the way your team works? Explain your answer.
  • Consider the work conducted by the Human Resources team at your company. What steps of the Human Resources Cycle do they implement well? What steps of the Human Resources Cycle might be missing from your company or are not implemented as well as they could be? What is the effect of this on you and your team? Explain your answer.
  • Lastly, reflect on the leadership style of either yourself or your supervisor. What leadership style do you have, or what leadership style does your supervisor have? What are the benefits and drawbacks of this style for your team? What might you or your supervisor do to improve leadership? Explain your answer.
 
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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.

Due Week 8 and worth 200 points

Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create a new employee customer service training class for all new employees.

Write a six to seven (6-7) pages paper in which you:

  1. 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.
  2. 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).
  3. Justify why you selected the training method that you did.
  4. Propose two (2) ways to motivate an employee who has no interest in attending a training class.
  5. Develop a survey to collect feedback from the employees who attend the training.
  6. Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources.

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

  • Design job and task analyses that align with the overall HRM strategy.
  • Design training and development systems to improve employee performance.
  • Use technology and information resources to research issues in strategic human resource development.
  • Write clearly and concisely about strategic human resource development using proper writing mechanics.
 
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