The Importance of Training in an Organization: Backwoods Mail Order Company Case Study
Case Brief
The case brings out the importance of training in an organisation. Untrained employees may not perform their jobs efficiently. Thus, to improve efficiency as well as quality of work, organisations train their employees for jobs. But appropriateness of the training program is essential. Not all the training programs are successful and many may just end up wasting time and money. Thus, to make training programs effective a proper planning of them is necessary. Backwoods Mail Order Company is a telephone and mail order company that specialises in camping supplies and outdoor clothing. Orders are taken by 40 employees of the Customer Order Group. They are supervised by 4 supervisors. They work in two shifts, viz. 7 AM to 3 PM and 3 PM to 11 PM. Recently, they have been facing a lot of return orders. An assessment of the problem showed that 78% returns were due to problems in specifications. Majority of these errors i.e. 54%, resulted from incorrect data entry. Also, many of the errors were due to different sizing standards for different types of clothing. Moreover, customer order work area was cluttered and noisy. Objective of the case is to formulate a training program and to ensure its effectiveness.
1. Write several clear, measurable objectives for the training to be delivered to the employees in the customer order group.
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2. Develop a recommendation for training plan that includes the training techniques that should be used and the length of training.
The training program will be carried out in three phases:
Phase 1: Classroom and On-the-jobs trainings.
Phase 2: Exam.
Phase 3: Continuous learning, especially self learning.
Phase 1: Classroom and On-the-job trainings
Duration: 15 days, 2 hours daily.
Schedule:
▪ Employees coming in first shift (7 AM to 3 PM) will have following schedule 1 PM to 2 PM – On-the-job training 3 PM to 4 PM – Classroom training ▪ Employees
The case brings out the importance of training in an organisation. Untrained employees may not perform their jobs efficiently. Thus, to improve efficiency as well as quality of work, organisations train their employees for jobs. But appropriateness of the training program is essential. Not all the training programs are successful and many may just end up wasting time and money. Thus, to make training programs effective a proper planning of them is necessary. Backwoods Mail Order Company is a telephone and mail order company that specialises in camping supplies and outdoor clothing. Orders are taken by 40 employees of the Customer Order Group. They are supervised by 4 supervisors. They work in two shifts, viz. 7 AM to 3 PM and 3 PM to 11 PM. Recently, they have been facing a lot of return orders. An assessment of the problem showed that 78% returns were due to problems in specifications. Majority of these errors i.e. 54%, resulted from incorrect data entry. Also, many of the errors were due to different sizing standards for different types of clothing. Moreover, customer order work area was cluttered and noisy. Objective of the case is to formulate a training program and to ensure its effectiveness.
1. Write several clear, measurable objectives for the training to be delivered to the employees in the customer order group.
[pic]
2. Develop a recommendation for training plan that includes the training techniques that should be used and the length of training.
The training program will be carried out in three phases:
Phase 1: Classroom and On-the-jobs trainings.
Phase 2: Exam.
Phase 3: Continuous learning, especially self learning.
Phase 1: Classroom and On-the-job trainings
Duration: 15 days, 2 hours daily.
Schedule:
▪ Employees coming in first shift (7 AM to 3 PM) will have following schedule 1 PM to 2 PM – On-the-job training 3 PM to 4 PM – Classroom training ▪ Employees