6:21 Scenario: LTE+ 个 Suppose you are a training leader at a manufacturing company. You have been asked to deliver a report about how you will assess the effectiveness of a new training program your department is going to develop regarding more effective customer service at your call centers and addressing the increased product returns. There have been decidedly too many customers hanging up after holding on the phone line for 5 minutes or more and too many customers doing in-store returns of product. • Explain what action would be appropriate to determine if training is necessary and the three areas that would need to be addressed. What information would you want to obtain in each area? • Give at least two examples of business measures that could be used to assess the effectiveness of the training and how these might be relevant to managers. Explain why they would be good measures of effectiveness from the perspective of these managers. ||| O
6:21 Scenario: LTE+ 个 Suppose you are a training leader at a manufacturing company. You have been asked to deliver a report about how you will assess the effectiveness of a new training program your department is going to develop regarding more effective customer service at your call centers and addressing the increased product returns. There have been decidedly too many customers hanging up after holding on the phone line for 5 minutes or more and too many customers doing in-store returns of product. • Explain what action would be appropriate to determine if training is necessary and the three areas that would need to be addressed. What information would you want to obtain in each area? • Give at least two examples of business measures that could be used to assess the effectiveness of the training and how these might be relevant to managers. Explain why they would be good measures of effectiveness from the perspective of these managers. ||| O
Management, Loose-Leaf Version
13th Edition
ISBN:9781305969308
Author:Richard L. Daft
Publisher:Richard L. Daft
Chapter7: Planning And Goal Setting
Section: Chapter Questions
Problem 1EE
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Need help with the scenario and questions associated please
Transcribed Image Text:6:21
Scenario:
LTE+
个
Suppose you are a training leader at a
manufacturing company. You have been
asked to deliver a report about how you will
assess the effectiveness of a new training
program your department is going to
develop regarding more effective customer
service at your call centers and addressing
the increased product returns. There have
been decidedly too many customers
hanging up after holding on the phone line
for 5 minutes or more and too many
customers doing in-store returns of
product.
•
Explain what action would be
appropriate to determine if training is
necessary and the three areas that
would need to be addressed. What
information would you want to obtain
in each area?
• Give at least two examples of
business measures that could be used
to assess the effectiveness of the
training and how these might be
relevant to managers. Explain why
they would be good measures of
effectiveness from the perspective of
these managers.
|||
O
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