员工培训与开发 HND.doc

Training and Developing the Workforce:An IntroductionTraining Strategy for the AG Bell LtdTutor:Liu LuStudent:Liu XuaoContentsIntroduction 1 Policy Statement 1Major issues 2 Training needs analysis 2-3 Resources allocation 3 Responsibilities for Training 3-4References 4Introduction Due to the expansion of AG Bell Ltd, the workforce in the company will expand by 40 employees. This report is to AG Bell companies develop training strategies, the main purpose of the strategy is to improve the staffs ability to work and make the company more competitive in the futurePolicy StatementThroughout the staff training system, a comprehensive detailed staff training programs is undoubtedly the most important aspect. Staff training programs to prepare, prepare a direct impact on training practice. Therefore, the characteristics of the modern enterprise based on their own, and draw up business plans and goals for the future development of staff training programs is essential.Without training, will not grow, or not according to company needs to grow, efficiency will become increasingly worse. Without training only work, will eventually form a mindset, it is difficult to change. Company does not have uniform training, everyone will form their own unique style of work or management style, the company does not have a strong culture. Staff training is to improve the capacity and competitiveness in an important way the company does not train the companys production capacity will not increase beyond the final competition to be sure, be eliminated.AG Bell Ltd recognizes that its most important resource is its staff. The employees in the company will gain the necessary skills to reach their full potential with the help of the company or the training institution provided by the government. This will enable the company to achieve its aims and objectives. Also, by increasing the skills and knowledge of its staff the company will improve the efficiency of working and performance of team work so as to provide the best goods and services to the customers.Training is an organized knowledge transfer, skills transfer, standard transmission, information transmission, belief transmission, management, reprimand behavior. In order to achieve uniform standards of science and technology, standardization of operations, planning through goal setting, knowledge and information transfer, skilled training, job evaluation to achieve the results announcements and other modern information exchange process, the staff education and training by some technical means, raise the level to achieve the desired goal. Staff training is a business strategic investment which has the least risk and the largest income.Major issues that AG Bell Ltd will be facing in the next 2 yearsThere are three major issues identified:1. The first thing to consider is size. After the establishment of call centers have received many calls come in and dial out? According to the size of traffic and then decide the number of seats, which is directly related to the cost of the call center need to invest. Standard is necessary to ensure that each agent has a certain degree of labor intensity, but also to ensure that each call can be answered in time. If the traffic less than one hundred a day, then twenty-three seat enough; if daily traffic of about six hundred five, you can consider the establishment of more than ten-seat call center; course, if the service industry hotline, thousands of calls every day, you can also consider the construction of hundreds of people call centers.2. The second consideration is the construction program, which is also very necessary. If the customer call center service area concentrated in a city, you can choose a centralized call center solution, but if the customer service call centers in various cities in geographical distribution, you can choose a distributed call center program, established at different locations call center agents, but can use the same access number.3.The companys workforce needs, because the extension of 40 employees, an increase in personnel to expand the company should be restructured in some sectors or something else, so how familiar the companys new location is a problem which is promoted or transferred to other the work forceTraining needs analysisHowever, in the current fiercely competitive market, a company must be developing constantly, so it can survive. As a result, the staff needs a training when to compare current performance with required level of performance. There is a table below listed the training needs and some detailed information attached about AG Bell Ltd.Short-termMedium to long-termOrganizationalHealth and Safety TrainingIntroduction of a new company policy Customer Service TrainingOrganizational CultureGroupTeam-work TrainingOperating TrainingHealth and Safety Training Communication TrainingCustomer Service TrainingIndividualInduction TrainingHealth and Safety TrainingOperation TrainingMinute Taking SkillsTeam Leader TrainingAppraisal TrainingIT Technology TrainingCustomer Service Training Resources allocationDetermine training needs of individual, group or organization level, in order to form effective execution. The purpose of the training demand analysis to ensure that training, solve problems, which is based on organizational goal, is an effective and has cost effective way to provide.Organization: Need to understand the organizations culture and strategic objectives. By understanding the organization to develop the organizations future development plansGroup : Need a team leader to manage the staff and develop team cooperation ability， in order to enhance better service to customersIndividual: Through a full range of training to adapt to work，understand the organizational culture, clarify their mission and bring greater efficiency to the organization.Of course, they also need an experienced manager help.Because of the expansion the company will face a problem how to allocate the resources reasonably. Firstly, there is a in-house delivery to fit the training to the companys needs. Secondly, the place and the equipment for the training are limited in the company, so we should utilize the external courses provided by government. However, the number of training providers is small and the number of staff at AG Bell Ltd is now more than 180. So the company should consider how to utilize the resources effectively. In addition, distance learning is a method to allocate the resources and the schedule should be planed in advanced to avoid some conflict which can affect the working process.Responsibilities for TrainingOne of the key elements of a training strategy is how training objectives are to be achieved. To be able to identify how things will happen, we need to consider who has responsibility for training within the organization. A table given below will clarify the responsibility for training in AG Bell Ltd.ManagersTeam leadersTraining professionalsIndividual employeesIdentify training needsIdentify training needsIdentify training needsIdentify training needsDeliver training and development programsDeliver training and development programsDesign training and development strategies for the organizationFeedback of trainingFacilitate learning with individuals and groupsFacilitate learning with individuals and groupsDesign the annual training and development planMonitor and evaluate the success of training programsMonitor and evaluate t