JKC Ltd is a retail chain selling camera equipment and supplies to professionals and the general public. Feedback surveys completed by its customers have already highlighted customer service problems, including „ignorant or uninformed staff? and „indifferent or inattentive staff?.
JKC has traditionally recruited photography enthusiasts to work in its stores and has not so far felt the need to offer training in either technical knowledge or customer service skills. The Manager of one store, Mathew Havoc, has been heard to say: Photographers know what they want, and they know that they can get it from us. Training is a waste of time and resources.
As the newly appointed Assistant Human Resource Manager, you decide that the feedback surveys give sufficient impetus for you to recommend a new attitude to training.
Required:
Draft a report for Mathew Havoc, outlining the following:
(a) What you consider to be the benefits of training to:
(i) The organistaion
(ii) The individual
(b) How would you identify the training needs of staff?
(c) What methods you would select to satisfy the training needs of staff?
(d) How you could carry out evaluation of training methods?
(e) What you meant by the term "employee development"?