Improving Employee Training and Development in a Large Customer Service Organisation

Organisational Problems

Task

You are a member of the HRM department in a large customer service organisation with 3,000 employees, based in the United Kingdom. In the last 18 months, the organisation has experienced a number of problems. There has been a downturn in productivity, profitability, and customer satisfaction. In addition, your department has noted an increasing turnover in staff, and difficulty in recruiting the right talent needed. A number of staff surveys have indicated that employees do not feel that they are properly trained for many of their day-to-day tasks, and that they feel that the organisation takes little interest in their long-term development. The board believes that this could be one of the root causes of the organisation’s recent problems.

The Managing Director and the Board are considering the implementation ofsystematic staff development across the organisation, and intend to conduct a special board meeting to discuss possible approaches to training and developing the workforce.

Your Head of HR has allocated the training and development approach listed below to present to the management board. You are required to research your allocated training and development approach and present information on the specific aspects listed.

Unfortunately, due to the measures currently being undertaken to lessen the spreadof COVID-19, the Board has decided to cancel the meeting and have insteadrequested that you completebriefing note on the topic below.