...MARGIN Left : 1.5” Top : 1” Right : 1” Bottom : 1” PAGE NUMBER Position : Upper right Font : Arial Font size : 12 Roman numerals Position : Bottom, Center Font : Arial Font size : 12 * Do not display the page number of the page with major title SPACING • All the contents of the paragraph should be in double space • Put 4 single spaces after the major title • Put 2 single spaces after the subtitle FONT AND FONT SIZE Font : Arial Font Size : 12 MAJOR TITLE • Uppercase • Bold SUB TITLE • Title Case • Bold A NARRATIVE REPORT ON STUDENT’S ON-THE-JOB TRAINING EXPERIENCES In Partial Fulfilment of the Requirements for the Degree in Bachelor of Science in Computer Technology The Narrative Report on student’s On-The-Job Training experiences here attached, prepared and submitted by Patricia Marie S. Dumali in partial fulfilment of the course requirements in Bachelor of Science in Computer Science is hereby approved with the grade of ____________. _____________________ On-The-Job Training Coordinator Date _____________________ Head, Information and Communication Technology Date and Business Management Department _____________________ Campus Dean Date ...
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...Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving skills, and enjoy helping customers. A good way to test out the applicants is to pre-screen telephone interviews to test out their phone skills. One of the most useful techniques that call centers use is the employee referral program. This program allows employees to recommend a friend, relative, or family member to the job and receive a cash prize if they pass the probation period. This technique tends to provide the new recruit with more realistic expectations and can provide a better cultural fit. Training and orientation is also important in human resource management in a call center. Training should include lots of role-play so employees can get comfortable talking to customers over the phone, learn to turn negative thoughts into positive ones...
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...Number 3 September 2009 Guidelines and Ethical Considerations for Assessment Center Operations1 International Task Force on Assessment Center Guidelines2 This document is an update of several prior editions of guidelines and ethical considerations for assessment center operations dating back to 1975. Each set of guidelines was developed and endorsed by specialists in the research, development, and implementation of assessment centers. The guidelines are a statement of the considerations believed to be most important for all users of the assessment center method. For instance, the use of job-related simulations is a core concept when using the method. Job simulation exercises allow individuals to demonstrate their abilities in situations that are important on the job. As stressed in these guidelines, a procedure should not be represented as an assessment center unless it includes at least one, and usually several, job-related simulations that require the assessee to demonstrate a constructed behavioral response. Other important areas include assessor selection and training, using ‘competencies’ as dimensions to be assessed, validation, participants’ rights, and the incorporation of technology into assessment center programs. The current guidelines discuss a number of considerations in developing and using assessment centers in diverse cultural settings. 1. Purpose staff of an assessment center; and (4) guidance on the use of technology in assessments. T his document’s...
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...Used 5 Sources of Data 5 Discussion of Sources of Data 5 Table 1 – Training Survey 6 Table 2 – Exit Interview Survey 6 Data from Other Sources 7 Summary of Results 7 Data Analysis Techniques 7 Data Results 7 Table 3 8 Table 4 8 Findings of Needs Analysis 9 Goal Statement 10 Appendix A 10 References 10 Discussion of Instructional Problem In my corporate training environment, I have the privilege of training a racially diverse population. The hiring practices of Williams-Sonoma, Inc (hereinafter WSI) provides for a diverse group of people in every training class. Like many companies WSI does not discriminate on the basis of color, gender, ethnicity, religion or sexual orientation. Our company philosophy is to hire new employees every season for our peak sales period. Of the new employees hired, we retain approximately 10-25% as permanent employees. During the on-boarding we train over 500 new employees every season in a fast-paced hands-on instructor-led training environment. I am one of several trainers that deliver on-boarding training for the new hires. Our training gives each employee the tools to navigate the computer system to take sales calls and to service existing customers with issues on their purchases or returns. We cover all types of situations that a customer service associate should have on a typical phone call with one of our customers. The goal of the training program is to see who can handle the nature of the very stressful holiday...
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...Recommendation Report: Call Center Nida Labao HRM 552 July 13, 2015 Sheri Johnson Recommendation Report: Call Center A customer service call center is in need of an advisor to help with the organization’s development and training program. The profit margin rate has been low and employee turnover is very high. Also, due to the lack of training, customers are dissatisfied and complaining. As the new Human Resource advisor, a recommendation report has been created for the organizational development and training programs for the call center. The report will consist of the following points: components of job analysis and design, techniques in developing training programs, importance and differences in suing mentoring and executive coaching, an effective approach to organizational development and different approaches to career development. Job Analysis and Design It is essential to develop and implement the appropriate job analysis to resolve the company’s concern about the organizational development and training program. Modifications are needed. By clarifying each component of the job analysis and design, the company can enhance their efforts recruiting qualified employees for the job. Job analysis reveals the necessary task, behaviors, specific abilities and personal characteristics needed to do a job. Job analysis determines what will be done; job design determines how the job is done. Call center representatives responsibilities are to “serve customers by determining...
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...| |Methodology |7 | |Limitations |8 | |Training |8 | |Types of training |9 | |Methods of training |10 | |Impotence of training |11 | |History |12 | |Customer Service Department of Grameenphone |13 | |Training of Customer Service |15 | |Types of training & Employees attitude about the training |16 | |Types of training & Employees...
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...PROJECT PLAN: Training & Development March 22, 2015 Topic & Brief Description: ‘Skills and Knowledge Training for Call Center Employees’ Call centers are a business element that is here to stay and potentially a thrust sector for Bangladesh. This training program will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop. Training Objectives: At the end of this workshop, participants will be able to: * Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element. * Learn aspects of verbal communication such as tone, cadence, and pitch. * Demonstrate an understanding of questioning and listening skills. * Acquire comfort with delivering bad news and saying no. * Learn effective ways to negotiate. * Understand the importance of creating and delivering meaningful messages. * Use tools to facilitate communication. * Realize the value of personalizing interactions and developing relationships. * Practice vocal techniques that enhance speech and communication ability. * Personalize techniques for managing stress. Training Methods & Justification: Classroom or Instructor-Led Training: Instructor-led...
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...Training Program Development and Delivery The senior leadership of the customer service call center has realized that current practices are damaging the organization’s reputation and without making some serious improvements in training and development the organization will not have a future. Hiring a HR advisor to progress from their current state is the first step in the right direction. The HR advisor is responsible for providing the customer service call center with valuable practices to establish a well organized training program. In addition the HR advisor has to implement guidelines on how to educate and develop current and new employees. This paper will provide the necessary analysis to ensure that the customer service call center can increase employee satisfaction and therefore increase profits. Components of job analysis and design The first step in analyzing the situation in the customer service call center is to gather information on the organization’s business plans, the job descriptions, job specifications, and job contexts. Then continue with studying the essential functions for each job. “The analyst lists the tasks that comprise the job and determines the skills, personality characteristics, educational background, and training necessary for successfully performing the job” (Byars & Rue, 2008, p. 66). Analyzing the situation of the customer service call center takes time and requires input from employees, managers, and leadership. The HR advisor can pursue...
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...Assignment 1: Training and Development in Small Business Professor Thomas Swinney Training and Development November 14, 2014 Development in in Small Business Daycare centers are used most often by working parents, single mom’s and dad’s and sometimes stay at home parents who want some time to themselves a couple days a week. It’s a great alternative if you don’t have relatives that are available to watch your children that are not old enough to go to elementary school. Daycare centers should provide the emotional and social needs for babies that are crucial during the first two years of life in developing the learning structures of the brain. They provide a loving environment that will give your child a chance to grow and learn with other children their age and generally centers take kids as young as 6 weeks old to 6th grade. A center that has an after school program is another great way to supply additional income to the center by offering after school activities to keep kids busy until they are picked up by their parent after they are done working. Daycare centers that are not part of a big chain lack standard training for their personal. The person’s that are in the room’s with the younger kids are normally mothers, grandmothers or young adults that love kids but aren’t necessarily trained to watch them and nurture them during their development stages. Training should be a very big part of hiring teachers in daycare centers and it should be on-going where...
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... TO: Georgia Sias, Director of Class “A” Centers of Louisiana FROM: Dala S. Stansbury, Director of Kid’s Corner Christian Academy DATE: May 16, 2012 SUBJECT: Improving employee morale and productivity in childcare facilities Attached is my proposal to provide director based training on improving morale among teachers and staff. The success of our centers is based on our parent-staff relations. According to 2012 Home daycare overview, daycare centers are now rated below average among in- home centers (Baby Center Medical Advisory Board, 2012). From my experience, parents are complaining that they are not having a good experience when speaking with teachers about behavior matters or in receiving reports of their child’s day. I have investigated further by listening to parents’ constant complaints of how upon entering the center they feel unwelcomed by the tone teachers are using and the lack of concern among directors. Centers in Louisiana are having a problem keeping their staff motivated, which leads to problems that impact the center as a whole. This project will educate directors and staff about the significance of high morale in daycare facilities. When the morale is high, teachers are happy and it is reflected in the lesson plans and interaction with the children. I will discuss the benefits of having a great director, how it correlates to improving the environment of your center eliminating high turnovers in staff and students. In an...
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...Running head: PROBLEM SOLUTION: GLOBAL COMMUNICATIONS Problem Solution: Global Communications MMPBL/500 Queenetta J. Parris June 6, 2011 Maria Marin Problem Solution: Global Communications According to Miciak and Desmariais (2001), service quality is a major concern of all organizations and call centers play an important role in both consumer and business markets. Global Communications faced several challenges after deciding to move their technical call centers to India and Ireland. The communication channel between the Executive Team and the Workers Union is at an all-time low. Global Communications issues to increase profitability, dealings with layoffs, and reestablishing communications between the Workers Union are the challenges they must resolve. Considering important past events that led to the issues and opportunities identified for Global Communications, in this paper the subjects to examine is the perspective of stakeholders involved, a proposed problem solution, and an analysis of alternative solutions. Identification of risk, probabilities, severity, and mitigation techniques for each alternative solution, which identifies risks connected to a best practice used by other companies for benchmarking purposes. Finally, the optimal solution is examines how the recommended solution can help Global Communications achieve its end-state goals and vision. Situation Analysis Issue and Opportunity Identification Global Communications stockholders...
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...2016 Dr. Linda Ballard Recommendation Report My job here at ABC call-center is a newly acquired position here and my focus is on recommendations and restructuring the call center and the overall performance. In my new position I have many things to review and report on with recommendations for the call-center. It is important for me to review all of the call center aspects and report based on all of the factors that can make the call center as a whole more productive and better. At first glance the call center seems to be doing fine; however, the profit margin seems to be slowing and dwindling each reporting week. In first review of the numbers it would seem that the employees are not doing their job, but the numbers show that they are taking calls, doing work, and producing. There is something missing though, so we need to find out what is missing and how we can fix this in the reporting. In reviewing the employees, Henry is the employee who has been here the longest. He has been here with the company for 2 years. We want to speak with him and get his insight into the issues with the call-center and see what can be done from the employee stance to make the center more productive. Henry met with me today and we were able to get some very informative answers about issues that he feels are directly related to the issues at hand for the employees. Some of the concerns mentioned are: * Lack of proper Training * Employee Frustration * Lack of Management ...
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...attend to become a volunteer in any crisis intervention center in the county. Volunteering at a crisis intervention center or hotline is an amazing and important job. Through your training and patience, you will be able to help individual through very difficult situations and hopefully help set them back on course and even save some lives. During the training, there is 8 steps that you have to achieve and remember to become a volunteer at any crisis intervention center or hotlines service. Remembering these step will not only help you succeed being a good volunteer but help better others and help saved a persons life at the right moment. The 8 steps consist of Assess yourself, Compile a list of all the local crisis centers and their contact information, Pick two or three crisis centers that you would like to contact, so that you can focus on your favorite or most convenient ones, Call the center of your choice and find out what kind of screening process they have for potential volunteers, Meet with the center director or head volunteer, If all goes well, you should be able to start training, Once you pass all the criteria that the center has for you, they may team you up with another volunteer for your first sessions and When you have proven that you are an able call-taker, the center may set you off on your own. They will schedule regular hours for you to cover phones and you should treat this like a really important job. When you volunteer, you are required to put in so many...
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...Singapore Tokyo G O N T E N TS Preface 23 Acknowledgments PART ONE 1 INTRODUCTION 27 28 28 30 Introduction to Human Resource Management What Is Human Resource Management? 30 Why Is Human Resource Management Important to All Managers? Line and Staff Aspects of Human Resource Management 32 Line Managers' Human Resource Duties 33 Human Resource Manager's Duties 33 New Approaches to Organizing HR 35 Cooperative Line and Staff HR Management: An Example Globalization and Competition Trends 37 Indebtedness ("Leverage") and Deregulation Technological Trends 38 Trends in the Nature of Work 39 35 WHAT IS HUMAN RESOURCE MANAGEMENT AND WHY IS IT IMPORTANT? 31 THE TRENDS SHAPING HUMAN RESOURCE MANAGEMENT 38 36 • HR AS A PROFIT CENTER: Boosting Customer Service Workforce and Demographic Trends 40 Economic Challenges and Trends 42 40 THE NEW HUMAN RESOURCE MANAGERS 43 Human Resource Management Yesterday and Today 43 They Focus More on Strategic, Big Picture Issues 43 • THE STRATEGIC CONTEXT: Building LL.Bean 43 44 They Use New Ways to Provide Transactional Services They Take an Integrated, "Talent Management" Approach to Managing Human Resources 45 They Manage Ethics 45 They Manage Employee Engagement 45 They Measure HR Performance and Results 45 They Use Evidence-Based Human Resource Management They Add Value 46 They Have New Competencies 47 HR Certification 48 46 THE PLAN OF THIS BOOK 48 48 The Basic Themes and Features CHAPTER...
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...Monterey Sports Center Loyalty Leader Project BUS 323 Presented To: Sanjay Lanka Presented By: Jesse Olson Jeff Owen Kolby Teare Troy Blank Table of Contents Introduction 3 History of Company 3 Marketing Strategy and Promotion 4 Finance and Memberships 4 Suppliers 7 Human Resources 7 Hiring Process 7 Employee Empowerment 8 Organizational Development and Training 9 Operations 10 Technology and Software 11 Customer Service 12 Conclusion 13 Appendix 14 Interview Questions 14 References 15 Introduction For a business to be considered a leader in a given industry it takes a mixture of many different service industry tools. A loyalty leader is a company that delivers a quality service while maintaining a good rapport with customers, employees and the community as a whole. This includes, but is not limited to, excellent customer service, a healthy work environment, and a strong, positive reputation within the community. It is for these reasons that we have chosen the Monterey Sports Center as a loyalty leader in the Monterey area within the fitness industry. History of Company The Monterey Sports Center is a city building that was established in 1992. As a city entity, it is overseen by the City of Monterey’s council members and is a non-profit organization. When the facility opened it was roughly 40% of the size that it is today. It has expanded through grants and funding from the City of Monterey to include...
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