Training And Development Training Plan

Topics: Management, Customer service, Skill Pages: 17 (3422 words) Published: April 13, 2015


All businesses that compete within a market have one goal in common: to be set apart amongst their competitors as one that consistently delivers their goods or services with increasing quality and service. It is this very thing that differentiates a business’ good or service from that of the competition. Ultimately, an organization seeks to build brand loyalty and long standing relationships with their customers. Within my personal experience working retail, I have seen the need to be able to differentiate the product we sell but also the way in which we sell it. It seems fairly obvious that the two correlate with one another but there are many businesses that lack the vision and follow through to keep these two inseparable principles together. Admittedly, I believe my company, J. Crew, falls into the category of a business that does provide good customer service but lacks the ability to really develop its people in a way that can surpass customer service as a standard and make it a part of the culture. One of the strategic goals in our company is to increase customer service by providing a “customer-centric atmosphere”. I believe this goal can be accomplished with the right systems in place. Exceptional customer service is delivered by exceptional people. Before we can be sure that we are meeting the needs of our customers and providing quality service, we need to be able to retain, develop and invest in employees first. The programs and training that I would like to implement are employee incentives programs, which will consist of both financial and non-financial incentives, and a mentor program which in and of itself serves as a non-financial incentive in that it gives employees more responsibility while affirming their worth to the company. It also identifies key employees as leaders whose responsibility is to help develop other employees and stand in the gap where management may not be able to reach. The mentorship program also bench trains potential future managers and helps cultivate the skills to be able to effectively and confidently manage a team. An extrapolation of this training can be illustrated in this order: Leadership training that both empowers and develops employees will further enhance employee’s attitude by upholding their worth which will lead to a higher quality and standard of customer service that ultimately will be the bridge in accomplishing the strategic objective of “creating a customer-centric atmosphere” while building brand loyalty and ensuring repeat business. This ripple effect can be applied throughout all businesses and as a future HR manager I believe it is important to be able to identify, assess and build solutions through training like this or comparable to it.

Training Needs Analysis
Organizational Analysis:
In conducting an organizational analysis it was found that not only are there increases in customer complaints in comparison to last year, but there is also poor employee morale in addition to a lower employee retention rate. These results were traced back to middle management where it was found that poor leadership and a lack of clear communication gave cause to these results. The purpose of this training will not only train managers in effective communication and leadership but will also provide the opportunity to develop potential leaders within the company. All managers will be held accountable in facilitating a successful implementation of this program. Leadership sustained by effective communication are the defining attributes that sets the rest of this training up for success. Missions and Strategies:

J. Crew’s corporate governance statement says that, “J. Crew strives to maintain standards that will provide our customers, associates, and shareholders with assurance that our excellence resides not only in the superior design of our merchandise, but in every aspect of our business” (J. Crew, 2014). On the organizational level J....

References: Blanchard, P. N., & Thacker, J. (2013). Effective Training: Systems, Strategies, and Practices. In P. N. Blanchard, & J. Thacker, Effective Training: Systems, Strategies, and Practices. Upper Sadle River: Prentice Hall.
J. Crew. (2014). Corporate Governance . Retrieved from J. Crew Investor Relations: http://investors.jcrew.com/phoenix.zhtml?c=135311&p=irol-govhighlights&ver=jc
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