HR 592: Training and Development
Week 3 Assignment
Sprint Nextel is a global cellular phone company that offers a comprehensive range of wireless and landline communications service’s though mobility to consumers, businesses and government users. Sprint Nextel served more than 56 million customers at the end of the first quarter of 2012 and is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; offering industry-leading mobile data services, leading prepaid brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone (Sprint,2011).
Sprint continues to offer and utilize a range of training programs meant to build new skills, enhance existing ones, and to develop a company of individuals working together toward a common goal. For two consecutive years, Training Magazine has ranked Sprint number three in its annual ranking of top 100 employee developers (Sprint, 2011). In addition, the Educational Assistance Program allows Sprint employees to advance their careers by helping fund continuing course work toward secondary education, bachelor, or graduate degrees.
Sprint’s mission statement reads: "Sprint's vision to be a world class company, the standard by which others are measured, includes a commitment to developing a world class supplier base that is reflective of the communities we serve (Sprint, 2011)." That said, their focus is to align themselves with the corporate mantra and develop the best possible product possible. Determining an understanding of Sprint’s strategy/mission was required and a general questionnaire was designed with the most basic concepts of training activities listed as the basis for questions (See the Sprint Training Needs Assessment Questionnaire). Sprint utilizes a basic fundamental strategy. Sprint is well aware of the fact that the buyer has power to keep the company afloat; therefore, they try to keep the customer pleased. Therefore, Sprint strives to provide great customer service. They have placed several things in place to try to stay in contact with their customers and to provide incentives for their customers to stay satisfied. "Sprint was the first to announce a national 4G network which they use to try and bring in more customers which would increase their profits. Sprint has a matrix IT organization. While there are different levels in the organization information is still spread more horizontally than a top down silo. In a matrix control is still separated into branches but the organization is more collaborative (Iwanicki, 2009).” Although the May 2012 American Customer Satisfaction Index ranked Sprint as the number 1 among all national carriers and most improved in customer satisfaction, across all 47 industries, over the last four years; After a review of the responses collected it was determined that there was very limited knowledge of the customer grievance process and the need for training was not only required, but critical for the successful implementation of customer service as set forth by Sprint Management. Based on the results of this needs assessment, it is paramount that the management team commit to the proposed training in order to attain the desired results of compliance with company expectations and ensure their mission statement and strategies are successful. Recommendations in this document must be met with the full support of all leadership, supervisors and employees alike to ensure the success of customer service and the customer grievance process. The results of the questionnaire were such that although senior managers had...