Fred became a manager in a local hardware store which has 6 managers and 55 employees. Since the larger hardware store such like Home Depot came to the area, they need to focus on high volume items and make personalized service. Fred had to select a profit and efficiency training center.
As a manager, I agree with Fred’s concept which focuses on personalized training. In the personalized training, he could observe each employees performance during training and analysis. It’s important because it helps determine whether training can correct the performance problem (Blanchard, 2013, p109).
Before Fred choosing the training package, he might analysis the company goal, advantage, and disadvantage and also training analysis, this would be useful to do TNA. Due to he would like to focus on personal training, then TNA could ensure training focus on KSA the trainees needs and provide data to show trainees why they need to training and what goal they need to achieve(Blanchard, 2013, p109).
In my opinion TNA is really important for training, because each trainee have different skill, according to the TNA, it will be easier to find out how to train difference people. Therefore, if the training center could provide individual help, it could help trainee to know how they performance and whether the job appropriate for them. It also help managers to examine their employees performance and distribute them to the right position.
Synopsis: A local hardware store is faced with the challenge of competing with a franchise that recently moved to the area. Fred and the management team had to devise a strategy to retain his customers because it cannot compete with the basis of price. The strategy plan is to focus on high volume items and prioritize the company’s customer service. In essence to personalized customer service Fred, is responsible for the budget that trains all non-management employees in good customer relation skills. Out of a budget of $70,000 for training, $50,000 was spent to provide a three day workshop that guaranteed customer satisfaction for sales clerk training.
I agree with Fred’s decision to choose the third vendor due to individual help provided along with a small setting for a duration of three days. The first step is to develop the objectives for the training, the learning objectives will need to reflect the criteria that were used to determine that a training need existed (Blanchrad, 2013, pg 133). The third vendor offered not only customer satisfaction but also individual attention in a small setting which was closely related to the objective training of making personalized service the cornerstone of its business. This decision seemed like a perfect match compared to what other vendors had to offer.
Once a triggering event has occurred where a strategy needs to be implemented due to competition Fred could have also conducted a TNA (training needs analysis). When faced with a TNA, be clear on what is to be done or examine existing data therefore if the company had an effective training session, develop some ideas related to the issue and test them in the data gathered, collapse the steps, use technology (Blanchrad, 2013, pg 130).
Respond to all of the case questions . Specifically focus on the needs assessment aspects of the case.