...the HR Director for Clothes-R-Us, a medium-sized clothing store with locations in five states. You know that customer service is a key element in the success of store, and headquarters is concerned that sales associates don’t have the right skills to help ensure repeat business. You think a more robust training program would help resolve the issue. Name and describe the steps you would take to conduct a needs analysis to determine the training program that would be necessary. According to Carl Greenberg (2013), a good needs analysis will train the right people by using proper teaching methods. Our first step will be to determine what the desired outcomes are to be. In our industry we understand that no matter how good our sales staff is and how good the product is, there will always be problems with our customer base which need to be addressed. The second step will be to connect this desired outcome to both the current behavior and the desired behavior of our employees with regard to customer complaints. Next we will look at what part of attaining this goal can actually be trained. Some employees may require practice on the job while others can learn from a training on “how to listen to customers”. How well they listen to customer complaints may become a qualification for hiring our sales associates in the future rather than trying to train this particular competency. Step five will be to determine if we have any performance gaps. In other words we will look at the...
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...UNIT 8 HUMAN SYSTEMS RESOURCE INFORMATION Structure 8.0 8.1 8.2 8.3 8.4 8.5 8.6 8.7 8.8 8.9 Objectives Introduction Information: Some Basic Guidelines Human Resource Information at Macro Level Human Resource Information at Micro Level Effective Human Resource Information System: Some Approaches Why Computerise Personnel Records and Information Systems? Computer Applications in Human Resource Management: An Overview Let Us Sum Up Clues to Answers 8.0 OBJECTIVES After having read this Unit, you should be able to: • understand the dynamics of information system and its use as a tool for measurement, • examine the significance of information in human resource management, • appreciate the approaches to the information system at the macro and micro levels, • consider the shortcomings of manual information system, and • discuss merits of computerisation and its applications in effective Human Resource Information System. 8.1 INTRODUCTION Human Resource Planning is concerned with the controlled utilisation of human resources to achieve pre-set objectives, both short-term and long-term. It has three main features: 1) Demand work involving analysing, reviewing, and attempting to forecast the number in terms kind, level, functions, etc. 2) Supply work attempting to predict what action is, and will be needed to ensure that the required numbers are available. 3) Designing the interaction between demand and supply...
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...Plan09 ï¶SECTION 4MARKETING/ SALES PLAN10 4ASales Strategy10 4BSales Requirements10 1Price of Services10 2Product11 3Promotion11 4Place11 4CCompetition12 ï¶SECTION 5BUSINESS OPERATIONS12 5ALocation of the business12 5BBusiness operations12 1Operations time and the production procedure12 2Staff Training 13 3Remuneration and Incentives13 ï¶SECTION 6LEGAL AND SUNDRY ISSUES13 6ABusiness Legal Issues13 ï¶SECTION 7MAJOR CHALLENGES13 SECTION 1INTRODUCTION 1AIntroduction One of the fastest growing areas of the current economy in the United States to invest in is Technology Services. Computer technology is advancing at an exponential rate, and which makes this a prime opportunity. The everyday use of computers in business has helped lead to the emergence of these opportunities for companies providing support and services for the technology used. This is not a trailblazing company venture by any means, major companies in this industry are looking for smaller ventures to expand their footprint. The majority of our customer base will be looking to better the performance of their products used in daily operations. We will aid the customer with helping to install software, protect against attacks by viruses, show how to defragment, consult on...
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...EXECUTIVE SUMMARY Training Design for GM's Service Advisor's December 7, 2011 This reported was constructed by Team Easy A’s and was designed to provide insight of how making certain policy changes and implementing different training methods is crucial to enhance customer satisfaction and ensure more consistent and sustained business. A survey was created and deployed to customers with the intent of finding out which areas where lacking. The survey had questions pertaining to levels of satisfaction after recent service repairs, communication and notifications after the service was completed. The information that was obtained was invaluable in finding out what was needed to complete the training design and ensure training transfer. The literary research exemplifies that dealerships rely heavily on their customer bases. Customer service goes well past being polite at the door; it also involves being relevant in the community and not taking customers loyalty for granted. It is important to always be mindful of the areas of customer service that will always need to be constantly improved upon. The main issue that was discovered dealt with customers not being appropriately informed of the cost and time it would take to finish their repairs. These issues could have been avoided if the promise times were more conducive to the actual abilities of the mechanics being able to finish the service on time. It is important for Service Advisors to be as accurate as...
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...in computer repair and servicing. With that presence a digital servicing option should be implemented where customers can connect with servicing professionals through mobile applications or video correspondence. Pros: Digital servicing will strengthen the relationship with consumers and build a loyal customer base. Digital servicing would open up the opportunity to service consumers who may not conveniently reside near a retail location; therefore the customer base would increase which enables growth in servicing revenue. Cons: Digital servicing would create a need to increase staffing and technical professionals; which would increase operating expenses. Product Leasing An additional alternative strategy would be offering products through a leasing program. This leasing program would enable Best Buy to offer products for customers to pay monthly leasing fees instead of purchasing outright. This program opens the door to a customer base who may not be able to purchase products outright or may not have access to credit purchasing. Pros: Ability to increase revenue and maintain ownership of the products. Ability to earn ancillary income through the sale of protection plans to cover any damages to products. Ability to sell used products at discounted prices and maximize overall revenue per product. Cons: Increased risks of damages to the products prohibiting continued leasing. Increased risks of customers who skip with product without making payments. Product Training Classes ...
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...UNIT 8 HUMAN SYSTEMS RESOURCE INFORMATION Structure 8.0 8.1 8.2 8.3 8.4 8.5 8.6 8.7 8.8 8.9 Objectives Introduction Information: Some Basic Guidelines Human Resource Information at Macro Level Human Resource Information at Micro Level Effective Human Resource Information System: Some Approaches Why Computerise Personnel Records and Information Systems? Computer Applications in Human Resource Management: An Overview Let Us Sum Up Clues to Answers 8.0 OBJECTIVES After having read this Unit, you should be able to: • understand the dynamics of information system and its use as a tool for measurement, • examine the significance of information in human resource management, • appreciate the approaches to the information system at the macro and micro levels, • consider the shortcomings of manual information system, and • discuss merits of computerisation and its applications in effective Human Resource Information System. 8.1 INTRODUCTION Human Resource Planning is concerned with the controlled utilisation of human resources to achieve pre-set objectives, both short-term and long-term. It has three main features: 1) Demand work involving analysing, reviewing, and attempting to forecast the number in terms kind, level, functions, etc. 2) Supply work attempting to predict what action is, and will be needed to ensure that the required numbers are available. 3) Designing the interaction between demand and supply...
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...endeavors to further trim manufacturing costs and increase efficiencies. One area that can be improved upon and streamlined is in the company’s operations. Current System To best illustrate where the company’s operations can best be improved, the current systems in place must first be explored. In the Human Relations (HR) department, Riordan currently uses the original system that was installed in 1992. This Human Resource Information System (HRIS) tracks employee information such as pay rate, personal information, tax information, and other organizational specific information. Any changes to an employee’s information must be submitted in writing on a HR form and are entered into the system by the payroll clerk. Other files, such as training records, development records, resume status and salary surveys are tracked using Excel spreadsheets by the different department specialists. Individual managers and Employee Relations specialists maintain their employee files as there is no central file repository for employee files and information. In the sales department, the individual sales people maintain their own customer records. It is noted that some members...
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...is everywhere among us. Today there are smartphones, tablets, GPS, laptops, and computers to name a few. In this evolving world, that we live in I personally believe that the advancements of technology will just get bigger and better. Throughout this paper, I will be discussing the advance technologies that I personally have used in the past within my workplace. Within my previous job, I was responsible for the setting up of classes for soldiers for training purposes. On a day to day basis, I would use a computer, a telephone, and a fax machine to set up these classes for the Company Commanders for different units within the military base. I would be responsible for retrieving information from Fort Sam on the medical personnel that would come through my facility for training to ensure that these individuals were up to date on their certification and that they were not expired. I would be responsible for ensuring that all individuals that did come through for training would receive that required documentation that needed to be sent to Fort Sam to ensure that these individuals did not become expired within the military system because if they did become expired then these soldiers became non MOS qualified. Within the facility that I worked for there were instructors that would teach the courses to the soldiers. These instructors would use different types of technology to aid in the training process. The instructors used electronic pointing devices which helped the instructors...
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...Training Plan Template Student Name: ____________ Date: ___________________ Training Plan Template Introduction Claims Supervisor will receive job coaching provided by HR manager and District Claims manager. They will receive training with common types of customer calls with various scenarios. The coaches will gage to see how New Claims supervisor performed the different levels customer service training specific developing certain skills of; empathetic listening, recall of the issue, critical thinking that will leave the employees and customers satisfied. In turn our employees will be happy with the support and Epic’s customer base will increase as our employee’s knowledge and skills grow. Coaching is a method of training the trainer has an active role in training the employee. | Scope Job coaches provide a multilevel training that will utilizes the latest training methods for improved leadership skills, employee relations, customer service performance and increase employee retention. Claims supervisor job coaches will provide 30 day training program that will include computer based applications, customer service scenarios along with on the job training and job simulations. Claims Supervisor will receive continued training after six months of hire with leadership developing simulation with different scopes of employee and customer service issues. They will have 14 hours of training simulation to be completed in a two week timeline to have the knowledge of...
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...HRM Session 7: Visionary Design Systems Topline: VDS sells high end CAD systems alongside customization, integration and training services. As regards employment, the philosophy is empowerment combined with high rewards. Company has been lauded by media, but is currently having difficulties with a critical division – Product Data Management. Business Context: CAD (Computer Aided Design) tools have revolutionized product design and workflow processes since their introduction in the early 1970s • Changes design process from two dimensional to three dimensional, significantly reducing design time by eliminating the need to draw product from all angles and modify each drawing every time there was a change • Although systems were expensive at the outset, by 1994 a basic system could cost as low as $7500. • By 1990s the CAD market is segmented. Low price products are also low margin. High end products include additional functionality, eg solids modeling, and retail for up to $75,000 per seat. High end is 25% of the market. High end CAD systems usually required a partner company to integrate and train the purchaser Broader applications were developed off the back of CAD, further streamlining the product design process • Engineering Analyis Tools: computer simulations of testing (eg heat, breakability etc) to detect design flaws earlier and save on costs of real testing. Significantly reduces length of typical product design cycle • Product Data Management: stores...
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...United States Air Force 3C0X1 Job Description Title | Computer System Operator / 3C0X1 | Department(s) | Communications | Reports to | Shift and Flight Leader as appropriate | Job summary Supervises and performs Communications-Computer Systems (C-CS) operations and executes associated information systems support programs. Performs network management, control, and administration on DoD local, metropolitan, and wide area networks, and Command, Control, Communications, Computer and Intelligence systems, Defense Message Systems (DMS), command and control, and functional area systems. Administers Communications Security (COMSEC) and Information Assurance (IA) programs. Summary of essential job functions Could perform any or all of the following: Perform daily network management, control, and administration of information flow in Network Management (NM), Help Desk (HD), Information Protection Operations (IPO), and Network Administration (NA). Oversee network configuration, faults, performances, and security management through HD, IPO, and NA functions. Review and plan networks, control distribution of Internet Protocol (IP) address space, and enforce Internet use policy. Implement Air Force Computer Emergency Response Team and Automated Systems Security Incident Support Team security fixes, operating system patches, and antivirus software. Develop local restoral and contingency operations plans. Process and review C4 systems requirement documentation, telecommunications...
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...School Section Sicence From Mutah High School BSC in Computer Science From Mutah University in 2004 Training • Network ( windows server 2003 and 2008 , ISA server 2004 and02006 , Exchange server ) • Design of Internet sites on Programming Languages of ASP.NET and PHP Experience • hava designed a web Site for mutah university registration • from 1 November 2004 till 30 June 2005 instructor at Ram training Center . My job to give training in ICDL , VB.Net , C++ and fornt Page • from 1 October 2005 till Now instructor at Madar training Center.My job to give training in QBasic , C++ , Visual Basic. Net , and Data Base .. • A Technical at CCS , Amman – Jordan , For Two Month • 5 year as a teacher at Public School. • I have 7 years experience in the installation and maintenance of computer equipment from the center of seeped net • Acquired sufficient experience in the installation of computer networks of various kinds, and to identify mistakes and address them. • 3 years experience in the construction of SERVIR download, and download special programs for SERVIR • Design of Internet sites on Programming Languages of PHP , Three years experience • now work technician Computer networks in al-raad Institute of Technology in Saudi Arabia Area of Strength 1.Software Programming and Support 2.System Analysis and Web related subjects 3.Maintenance of computer hardware 4.The ability to work long hours 5.Sufficient...
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...Temperature and Illuminosity Management to monitor greenhouse conditions using SunSPOTs Suthikshn Kumar Dept of Information Science, PESIT Bangalore suthikshn.kumar@pes.edu Ishaan Raghunandan Dept of Information Science, PESIT Bangalore ishaan.raghunandan@gmail.com Abstract: In modern greenhouses, several measurement points are required to trace down the local climate parameters in different parts of the enclosure efficiently.A Wireless Sensor Network (WSN) consisting of small-size wireless sensor nodes an attractive and cost-efficient option to build the required measurement system. The most important climatic conditions are the temperature and the light intensity within the greenhouse.This paper describes the implementation and configuration of the wireless sensor network using the Sun SPOT platform.It also uses a Time Series Algorithm to predict the temperature variation. Keywords: WSN,SunSPOT,TimeSeries,Java,Zigbee,Back Propagation 1.Introduction The most important factors for the quality and productivity of plant growth are temperature and light. Continuous monitoring of these environmental variables gives information to the agriculturalist to better understand, how each factor affects growth and how to manage maximal crop productiveness. The optimal greenhouse climate adjustment can enable us to improve productivity and to achieve remarkable energy savings - especially during the winter in northern countries. Increased number of measurement points should not dramatically...
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...Health Care Interview Cheryl Costamagna HCS/310 October 8, 2012 Mary Helen Mays Health Care Interview This interview was conducted with Hospital Corpsman Second Class (HM2) Daryl Hermansen, lead Petty Officer of the Regimental Aid Station, 7th Marine Regiment, Twenty Nine Palms Marine Corp Base, California. HM2 Hermansen’s primary responsibilities are to provided leadership and mentorship to junior sailors, ensure medical regulations are adhered to, and to provide excellent care to the Marines of the 7th Marine Regiment. The 7th Marine Regimental Aid Station (RAS) is located on Marine Corps Air Ground Combat Center in Twentynine Palms California. The Medical Officers, Independent Duty Corpsman, and Hospital Corpsman of the 7th RAS are the primary medical care givers for between roughly 400 to 450 active duty Marines and Sailors that belong to 7th Marine Regiment (and occasionally dependents). In addition the RAS personnel support 11 separate Marine Battalions that are also tenant commands located at MCAGCC Twentynine Palms. RAS Personnel provide episodic and longitudinal care to all patients that come in to be seen. Sick Call is seen daily and involves the corpsman to obtain both a subjective and objective background on the current complaint, do any exams that are deemed necessary that can be performed in the RAS, provide any procedures that would help treat the current complaint and determine and implement a plan of action for follow on care. Procedures...
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...HRM Session 7: Visionary Design Systems Topline: VDS sells high end CAD systems alongside customization, integration and training services. As regards employment, the philosophy is empowerment combined with high rewards. Company has been lauded by media, but is currently having difficulties with a critical division – Product Data Management. Business Context: CAD (Computer Aided Design) tools have revolutionized product design and workflow processes since their introduction in the early 1970s • Changes design process from two dimensional to three dimensional, significantly reducing design time by eliminating the need to draw product from all angles and modify each drawing every time there was a change • Although systems were expensive at the outset, by 1994 a basic system could cost as low as $7500. • By 1990s the CAD market is segmented. Low price products are also low margin. High end products include additional functionality, eg solids modeling, and retail for up to $75,000 per seat. High end is 25% of the market. High end CAD systems usually required a partner company to integrate and train the purchaser Broader applications were developed off the back of CAD, further streamlining the product design process • Engineering Analyis Tools: computer simulations of testing (eg heat, breakability etc) to detect design flaws earlier and save on costs of real testing. Significantly reduces length of typical product design cycle • Product Data Management: stores...
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