人力资源期末作业.doc

DIRECTORYIntroduction.21WhethertoReplacement.21.1 Risk of Dismissing Salespeople.21.2 Moral to Treat Staff.22 the Probability of Training Employees.32.1 Enterprise analysis.32.2working condition analysis.32.3 personal analysis.32.4Why training helpful.33 The Method of Training.43.1 Available Training Methods.43.2 Features of Some Methods.43.3 The Best Suited.54 Make an Effectiveness evaluation of Training Program.54.1Reaction.54.2Learning.64.3 Behavior.64.4 Result64.5 best criteria to test the training.65 The Training Program Outline.75.1 training analysis.75.2 training plan.75.3 Implement training.85.4 evaluations of training.8Conclusion.8References.9IntroductionCentral Lumber Company, a retail lumber and home improvement operation. The home office intense to change Bloomfield Central, which is an outlet as a model operation. After observing and experiencing, there are some serious problems about salespeople. So something must be done. The paper is organized as five parts: whether to replacement, the probability of training employees, the method of training, make an effectiveness evaluation of training program, the training outline. Finally, there is a conclusion about the whole essay and some new findings.1 Whether to Replacement1.1 Risk of Dismissing SalespeopleIf they are dismissed immediately, there will have three risks. First, it can cause the shortage of employees who are familiar enough with their work. For example, new salesman may take a long time to this business for them; perhaps they will make mistakes and make the customers unhappy. These can damage corporations profits. Second, the old employees leave away, may also bring away of their customers. After all the customers getting to know the companys products by them, they must have themselves fixed customers. Third, the sales department is the direct department for the companys profits. If they come to the competition company, this is a big threat to Central Lumber Company. 1.2 Moral to treat staffAccording to Less saying, some of employee had been in the company for more than 10years so the employees know their stuff well. Although their behavior are a little rough around the edges, they can be trained politely and have great manners. Company should give them a chance to improve themselves and increase the sales. If after training them with no good results, then we can retire them. The old salespeople are getting along well together and with are a dynamic. They can solve the difficult problems together. Give them a chance also give company a chance.2 the Probability of Training Employees2.1 Enterprise analysisNow, as a retail lumber and home improvement operation, Central lumber company want to improve customer service and its sales, and want to use Bloomfield Central as a model operation. In order to achieving the goal, the salespeople should be more enthusiastic than before, and provide more professional service to customer and also they should be much more polite to customers no matter contractors or do-it-yourselfers. 2.2 Working condition analysisFirst, as the salespeople, they should know their stuff well, and very professional. Maybe this is a tough task because sales department is the direct department of a company for the profit. And the sales of Bloomfield Central should have the quality and skills about the patience and enthusiastic.2.3 personal analysisBy observing, the Bloomfield Centrals salesman treat contractors much better than do-it-yourselfers, and some of them leave the service counter talk with their personal friends, and they use crude vulgar language in front of customers. These behaviors are not conform service standards. The reasons for these shortcomings are that the salespeople are lack of good equality, attitude, and some marking knowledge, so the company should provide them a training program.2.4 Why training helpfulAccording to the facts, training is feasible with many benefits. For the company, first, training workers can enhance coagulation to enterprise. A good manager also is a grate trainer. Not only good at training but also good at spreading the things such as the development of strategy, the business concept, the managing modes, and the enterprise culture to everybody in the big home. Second, it will Increase competitiveness. The competing between companies also is the competing between people with ability. An American research (Business Week, Greenwich,) data show that the best investment rate between human and facilities is 5:5. Human means the inventing on software, and the facilities means hardware. On the same facility condition, if you increase 1 to invest humanism, you can receive 8 on the production. In the developed country, they not only introduce and update the mechanical equipment but also pay more attention to improve the quality of the people. The facts show that people are the most important resources. Third, it can reduce the losses. Maybe sometimes, due to the services form stuff to customers is not good; this can cause the companys losses. Forth, it is also good at teamwork. A single mans strength is not very great, all the power are really strong. If all the workmates are enthusiasm and united, our company must be a dynamic enterprise. Different departments can cooperate much better than before, and all the departments can catch the maximum profits. 3 the Method of Training3.1 Available Training Methods Training refers to the methods used to give new or present employees the skills they need to perform their jobs according to our teaching book Human Resource Management (Cary Dessler, 2008, p.270). Once youve decided to train employees and have identified their needs and goals, you have to design the training program. And what methods will you use? Anyway, there are various method companies use to actually deliver the training. Such as On-the-Job Training, Apprenticeship Training, Informal Learning, Lectures, Job Instruction Training, Lectures, Audiovisual-Based Training, Simulated Training, Computer-Based Training. 3.2 Features of Some MethodsAccording to the theory of Cary (Human Resource Management, 2008, p.275), On-the-Job Training is having a person learn a job by actually doing it. It has some merits such as it saves time. Employees can combine the training skills with present working. It can also save the cost of training. And it will increase the communication between manager and stuff; at last it has the target and points. By training, employees can know what they are not good at as soon as quickly. Apprenticeship Training is a structure process by which people become skilled workers through a combination of classroom instruction and on the job training. It traditionally involves the student study under the teacher. This method is often used in carpenter, cook, electrician, firefighter, plumber and telecommunications technician and so on. In these areas, this training method is much efficient than others. In addition to Informal Learning is also very important. American Society for Training and Development estimate(Cary Dessler,2008,p.277 ) that as much as 80% of what employees learn in the job they learn not through formal training programs but through informal. And Job Instruction Training provides step-by-step training for employees. Someone think the Lectures as boring and ineffective training methods, studies suggest that in fact they can be quite effective. It has many advantages, as a quick and simple way to give information to the people who are trained. I think the Lectures is more interesting because you can interact with the lecturer and raise some questions.3.3 The Best SuitedI think the Lectures are the best suited method. First, it saving training cost and save time. Because the lectures can be given in the company and it is not needed to rent another place. And it is not like the apprenticeship training that needs the tools, facilities even the plant, it just needs a room. At last, the lecture is very save time. The employee just need to listen and talk to the lecturer, this training uses our brain but not our hand or any other physical labor. Second, the lectures have important point, it can solve the emphasize problems. The Central Lumber Company has already known the problems which their salespeople have, so it is easy and quick to get the key to train the salespeople. During the lectures the lecturer should tell the salesman that manners in a friendly way have the impacts on enterprises. Third, it can have more audience and benefit more people. Because no matter the salespeople can listen to this lecture but the more employees that from other departments. The more learned the more you acquired. If in Central Lumber Company, everyone is high quality with rich knowledge, the company will have a good further and huge potential. Forth, it can enhance the cohesion. If the lecturer is the sales department manager, it can provide a chance to familiar with each other between the manager and the salespeople. It will form good atmosphere in sales department, this will be the precious wealth. 4 Make an Effectiveness evaluation of Training Program4.1 ReactionIt means trainees reactions to this training program, and whether trainees like it or not. And is it worth to learning it? It can be test by questionnaire survey. If the salespeople have willing to receive this training program, the training will get great successful.4.2 LearningTest the trainees what they learned after having training program. And how the impact on know ledges and skills are improved. It is efficient to test them by paper testing.4.3 BehaviorAt the time when they work again, is their behaviors change? Do they use the skills? If you want to test them, you can use performance appraisal method. If the behaviors are changed, you can try to test whether those changing are caused by this training. And we can observe their behaviors about the work enthusiasm or working skills or the effectiveness of solving problem. 4.4 ResultI think this is the most important part. If the profits are not increasing that means the entire thing is in vain. Good result means successful. The satisfied results can be included improving labor productivity, improving product quality, enlarging product sales, reducing cost or increasing profits. 4.5 best criteria to test the trainingFirst, I think the behavior and result should be the criteria used to determine the effectiveness of a new training program at Bloomfield Central. Sales department is the window of an enterprise, and all the customers contact our salespeople before they know well about the company. So the behavior of the salespeople is very important and it has some guidance. And I think the salespeople of Bloomfield Central must be very enthusiastic to the do-it-yourselfers than before, for their do not care attitude must have bad effect on the do-it-yourselfers, if they want to correct, they must try hard working. Any way, if the employees really got the skills and knowledge, they will do in the right way as soon as they learned it. Second, if every steps of training is right, it must have a good result. On the contrary, if the result is unsatisfied, there must have something wrong. So I trust the results rather than anything I see during the training program. As a company manager, my point is at make the profit and all the employees are want to increase returns too. All the people are seat on one boat. So a grate result is expected by everyone. In all, the behavior and the result are associated closely, if you have good behaviors so you do have grate result and if you get a good result so you do have the true behaviors. 5 the Training Program Outline5.1 training analysisBy observing the members objectives, knowledge, skills, and goals before the training activities, and make sure which employees are needed to be trained and what the training content. Question 2 has talked about it detailed. 5.2 training plan1 training goal, Make sure employees sales skills are improved and can satisfied customers well with a good attitude. The Bloomfield Centrals serves is good enough to please every customers no matter they are contractors or do-it-yourselfers. 2 training content, according to the Bloomfield Centrals problems that the salespeople are not enthusiasm and customer are unsatisfied; we take some measures that do training program to solve it. Train employees some skills good for serving customers. For example, the attitudes to customers, the impolite behaviors to customers, the strategies for sales and the specialized advices for customers. In brief, the entire thing which is advantage to the growth of corporate, we must learn.3 training method, we have this training program by On-the-job Training, and trained by Lectures. This method is operating simply and low cost the most important is effective. And trainers put large information expressed by language, and make the abstracted things much concrete so that it can be easy understand. In other wise, trainees can learn lots of knowledge in a short time.4 supervise and control, everyone should sign in everyday when they come to have classes, and there is a fluting inspected group to check up on classes.5.3 Implement training1 course arrangement: set up a series marketing courses especially about the part of the responsibilities of sales department. Employers have one course everyday, and it has totally 14 days. And the class period is three hours. The training place is in the companys conference room.2 training material: some videos about marketing and some books about how salesman service. 3 training teacher: the trainer is a well know professor who teaches marketing from a famous university.5.4 evaluations of trainingWe can use the Interview, questionnaire survey or investigation methods to evaluate our training program. First, I will take the level 3 behavior according to Kirkpatrick Model to obverse the salespeople whether their behaviors are changed or not. Second, I will also use the level4 result to test the training program; I want to know after this series of