Recomendation Report Research Paper Example | Topics and Well Written Essays - 1000 words

Recomendation Report - Research Paper ExampleEmployee perturbation is high, while customer satisfaction is low. Professional duties comprise answering customer questions or so services and workable complications regarding the use or repair of products. The quality of services is low, as noted by the customer complaints about unprofessional conduct and low quality assistance to their requests. Employees lack proper homework in inter-human communications, computer use, and are insecure and inexperienced. So far, all new employees obtain only three days of training prior to their activation, and this training is based on mentorship. The knowledge gained through mentorship is limited to observations only, as the older employee must, in the meantime, assist customers as considerably. Combined with the lack of proper training and no opportunity for career development, employees submit the participation. As a result, ecesisal development and training programs at the call centre will be addressed in this report. Job analysis and design represent the first step. The formers use is to improve organizational execution and productivity (Cook, 2007, Sl.7). Job analysis determines duties and skill requirements of a melodic phrase, and the kind of somebody who should be hired for it (Dessler, 2002, p.60). Three components collect to be analyzed. First, evaluate the organizational structure in prescribe to determine the organization wide division of work, interrelationship of different positions and how the examined position fits in the overall organization (Dessler, 2002, p.62). This is where objectives are identified and refined (Cook, 2007, Sl.31). Supervisors should define long and short term goals of their departments to increase employee awareness of the orders success. The second part is analysis of activities performed in a particular job (Dessler, 2002, p.62). Supervisors are consulted to depone the job analysis information obtained (Dessler, 2002, p.62 ). The third part is training of employees, which aims at enhancing organization efficiency and job satisfaction by the employees (Clark, 2007, Sl.30). This part educates employees as per their particular position, standards, as well as provides them with tools to execute their duties harmonise to satisfactory standards. Job Training Techniques Training will be directed toward the skills customer service representatives need in order to satisfy their customers, and also feel satisfied with their own proceeding. Psychological, as well as technological aspects will be addressed, such as correspondence on the phone and basics of Microsoft Office, as well as how to coordinate with the supervisor, mentor (mentee) and tech support (Everest Continuing Education, 2011 2012). More specifically, human performance technology will be used (Manu, 2004, p.12). This model aims to increase productivity and compliance with company goals (Manu, 2004, p.12). Causes of performance gaps have been ide ntified. Thus, based on the objectives of the company, training guides will be designed and implemented (Manu, 2004, p.13). Performance objectives of the company and specific jobs are reflected upon job description and specification. These aspects will be clarified and taught to new, as well as older personnel. The training program will include services, measurement, and feedback requirements to the supervisor and human resources (HR) old as well as new tools and equipment new services and