Hrmt3265 Introduction To Little Cabin Assessment Answers

Answer:

Little cabin company was developed in the year 2016, which designs the cabin for the glamping sector. The additional home bedrooms, Lake House, office space, children’s play space and therapy studios are being constructed by the company (Littlecabincompany.co.uk, 2018). Analyzing the growth of this organization, it will be identified that the organization helps to develop the glamping sector business plan and provides the facility to customize the design, which has made it popular in the market.

Concern:

Analyzing the situation of the company it has been identified that there are large numbers of challenges are being faced by the company in the current situation. However, racial bias and lack of proper locational identification, it becomes harder for the customers to abele the services. Due to increasing customer complain regarding the racial bias, the turnover rate is increasing, which indirectly influencing the business revenue of the company. On the other hand, it is true that lack of proper guidance, customers face several issues to find the exact location that impacts on the business growth.

Importance

According to Goetsch and Davis (2014) Training Need Analysis plays a crucial role with respect to identifying the gulf between employee training and need for training. This is the process by following which the issues in an organization can be solved (Dalton & Villagran, 2018).  In case of analyzing the issue, the interview has been conducted on the employees and owner. After collecting the response from the interviewee, the need analysis has been done.  In this study, Little cabin company has been highlighted for the training needs analysis process.

As the racial bias and lac of activeness of the employees, the rate of profitability, business revenue and rate of production of Little cabin company is being hampered. Due to the late service and inactive attention towards the customers, the customer relationship. On the other hand, the employees of the company give priority to the white people, which has created unhealthy organizational culture in the workplace. Additionally the study provides the rationale behind the feasibility of the training program shared which is aimed to improve the organizational development.

Organizational analysis

Strategy

The aim of Little cabin company is to provide effective service to the customers.  The company plays an important role for helping the customers to customize their own cabin. By designing effective cabins, it tries to satisfy the customers’ need.  Aim of the organization is to introduce the required attributes in the workplace, so that the employees will be able to perform well.

Environment

Analyzing the business environment of Little cabin company, it has been identified that there are many other organization such as Avante developments, Fire Pit fundamentals and Teacup tiny homes are the major competitors of Little cabin company. As per my understanding the business opportunities in Canada has brought growth prospects for these organizations. However, it cannot be denied that the availability of skilled employees are very less in this sector. Due to lack of innovation and creativity the it has become harder for the organization to transfer the knowledge in the workplace.

Resources 

Financial resources

It cannot be denied that with the increasing growth opportunities in the Canadian construction industry, Little cabin company is also growing in the fastest manner. It has established its moderate financial backup in the industry. However, it cannot be denied that it needs to focus of increasing its business revenue so that it can recruit large number of employees.

Expert

In the year 2016, the Little cabin company was established by Firnie. Firnie is the part owner and resident of the company. Firnie is also the worker and owner of this company and with the help of 10 employees the business was started.

Place

            As it is a small business organization, therefore, it provides its services in all over Canada. People who want to construct a cabin at their own place can contact with the organization in its official website.

Time

As it is a family run business therefore, they are available from 9 am to 5pm. On Monday to Friday.

Context climate

Analyzing the business climate of this organization, it has been identified that aim of the company is to provide standard quality of deluxe cabins to the customers. Customer safety policies are being followed by the organization. Using the peak words and double glazed windows and doors make the cabins more innovative for the customers.

Training transfer climate

It is true that Little cabin company has positive climate for transferring training. It is true that during the business seasons it becomes harder for the organization to provide training. However, it cannot be denied that in order to deal with the enraging issues in the workplace the training program needs to be developed during the working hours.

Learning culture

It cannot be denied that in the dynamic construction industry, with increasing number of customers it is very important to develop the business performance so that the company will be able to generate the business revenue in proper manner. In this situation, surviving in the competitive market, it is needed to adopt the effective organizational culture.

Target Job

After the interview with Firnie, it has been identified that depending on the business practices the manufacturing customer handling staffs have been targeted as they play influential role in developing customer relationship.Job description

Job description:

Employees with effective communication skills and problem solving capabilities will be hired.

Responsibilities

• Understand the needs and demands of the customers
• Convince the customers for investing for the organizational services
• Analyze the situation to provide effective solution to the customers
• Arrange alternative solutions for the customers against the complain
• Maintaining the string customer relationship

Requirements

• Effective communication skill
• Decision making capability
• Positive behavioral attribute

Rating scales

Employees will be asked for rate their job from 0 to 5.

0-1= not satisfied

2-3= little important

4-5= highly satisfied

(Source: Created by author)

Most/least important tasks

Tasks of customer handling staffs

• To listen and answer the quarries of the customers politely
• To understanding needs of the customers and help them

Most/Least Important and Frequent Tasks

• Proper maintenance of customer relationship by handling their phone calls and emails.
• Develop effective promotional emails for attracting the customers

Feedback on Results

            After collecting the feedbacks from the owner and the employees, it has been identified that that customer handling is very important for developing the proper relationship with the customers.

Competencies

The customer handling staffs have been divided into different categories, those are as follows

• Core Competencies:
• Proper interaction with the customers
• Effective listening skills
• Focus on customer satisfaction
• Functional Competencies:
• Working as a team
• Positive and polite behavior
• Effective convincing skill

Job-Specific Competencies:

• Strong decision making capabilities
• Accountability
• Dedication
• Problem solving skill

Cognitive Task Analysis

The above competencies are needed for the task so that the needs and demands of the customers can be understood by the staffs so that they will be able to deal with the handle the customer complains.

• Strong decision making capability
• Skill of problem solving
• Team Task Analysis

The responsibilities of the customer handling employees are

• Listen the problem of the customer very carefully
• Develop a proper plan for convincing the customer on that situation
• Report to the owner regarding the issue directly
• Provide the customers satisfactory solutions so that customer relationship can be maintained

In the team analysis, different competencies needed to be focused. Those are as follows

• Effective decision making capability
• Positive behavior
• Effective communication
• Person Analysis

Desired Performance

It is mandatory for the organization to maintain the standard of performance so that I will be able to provide effective quality of service to the customers. The company named Little cabin company is committed with the customers to provide luxury quality of services, due to this reason it needs to maintain its employee standard.

1. Active participation of the employees:

The employees need to actively attention the phone calls of the customers from the 8 am. With their positive attitude, the customers can be convinced.

1. Maintaining strong relationship with old customers

Not only the new customers but also it is the responsibility of the customer handling employees is to maintain the good relationship with the old customers. With this practices the company will be able to develop the strong customer base in the market. On the other hand, it is also true that if the strong relationship with old customers can be maintained, they will convince their friends and families to abele the service of the organization.

1. Developing the promotional emails

It is also important responsibility of the customer handling team to regularly change the pictures in the official site of the company. Different discount offers are being introduced through company websites and emails.

Performance Gap between Actual and Desired Performance

It is very important to identify the gap between the desired and actual performance so that it will be beneficial for the organization understand if it is growing or not. 

1. Active participation of the employees:

Analyzing the internal situation of the organization it has been identified that the customer relationship is not properly being handled by the customer handling team. Due to their rude and unprofessional behavior, the number of customer complain has increased. On the other hand, it has been identified that the customer handling team do not work for the entire shifting hours. Some of the cases they do not even receive the phone calls.

1. Maintaining strong relationship with old customers

As the study has already discussed that it is very important for every organization for maintaining the good relation with both the new and old customers. However, it has been identified that if the old employees call for the service they are being asked to again register their name. On the other hand, none of the records regarding the projects and designs are not being maintained properly. As it cannot be denied that it is a developing organization and due to this reason, different types of technological errors create trouble for the customers to find the location. In this situation when the customers ask for location, the employees do not entertain them, which create the dissatisfaction.

1. Developing the promotional emails

It is also important responsibility of the customer handling team is to maintain the promotional activities properly so that large number of customers can be attracted. However, due to lack of efficiencies and proper behavioral skills the customers face various challenges in the workplace. On the other hand, some of the cases they give priority to the white people regarding the discount offers that create discrimination in the workplace.

Obstacles to effective performance

1. Lack of skills:

As it is a small organization therefore, it has not developed any kind of training and development practices effectively. Due to this reason lack of efficiency among the employees influence the entire performance.

1. Ineffective feedback:

            It is true that increasing customer complain has become the major concern for the organization, however, it is also true that die to lack of monitoring process. The employees do not get proper feedback from the management.

1. Lack of required competencies:

            Lack of effective communication, planning and behavioral attributed the company is dealing with the challenges in the workplace.

1. Informal Leaders:

In case of developing the positive organizational culture in the workplace the effective leadership qualities are needed. It has been identified that due to lack of professional leader, it has become difficult for Little cabin company to deal with the business challenges. As its result, the increasing turnover has become the major concern for the company.

Potential Solution to the Problem

Analyzing the above situation of the company, it can be suggested that if the proper organizational culture can be developed, it will be beneficial for solving the issue regarding racial bias. On the other hand, for increasing the efficiency of the employees, effective leadership practices needs to be introduced in the workplace.

Learning Objectives

• To analyze the emerging issue in the company
• To analyze the importance of training needs
• To use the effective leadership practices in the workplace
• To reduce the turnover rate
• To improve organizational culture
• To increase efficiency of the employees

What the employees can do after the training program

• Employees will be able to bring the behavioral changes
• They will be able to develop their interaction skills
• The working efficiency of the employees in the workplace can be increased
• Interaction skills of the employees will be developed
• Training Outline

Training Name: Customer handling training

Instructor: Owner of the company

Trainees:

1. George Thomas
2. Nil Kaur
3. Nita Singh

Timings: 3:00 P.M to 5:00 P.M

Frequency: Every 3 days in a week

Type of Training: On job Training (Paid training)

Training Outcomes: The customer handling team will be able to develop effective relationship with the customers. The organizational culture of the company can be developed. With the training initiative, it will be easier to develop effective leadership practices in the workplace. Communicational skills of the employees will be developed.

Training Delivery: Both the old and new employees will participate in the training program and the owner of the business will provide the training to the employees. It can be assumed that with the practical training it will be easier for the company to maintain the customer relationship properly. On the other hand, with this initiative the employees will be more efficient towards their job that can influence the overall performance of the company.

Learning Transfer Issues

               The employees are not being able to transfer the knowledge in the workplace. Lack of skilled employees and guidance, it will be harder to implement. Employees are still not aware regarding the application of the knowledge depending on the situational needs.

Non-training Issues

• Poor wags structure of the customer handling team creates dissatisfaction among them
• Internal conflicts between the employees create the unhealthy organizational culture
• The employees are not concern regarding the organizational performance
• Organizational objects are not clarified to the employees
• Lack of communication and planning, they are not being able to fulfill their responsibilities

Reference

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