Discuss the most appropriate data gathering methods

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Reference no: EM133211802

Case Study

Mr. Joe Hlongwe is the customer care manager of a large lifestyle management retail outlet. This outlet sells gym equipment, camping gear and sports equipment. The business has been flourishing for the past five years. Recently, just after opening the customer care department, sales figures dropped, and customer complaints increased. Customers complain that customer care consultants are untrained, unfriendly and unwilling to help. Mr. Hlongwe has asked you, as the training manager, to develop and present a course in basic customer care to the customer care consultants.

During your investigation you gathered the following information:

Customer care consultants successfully conclude sales, but they find it difficult to deliver at the promised time. Apparently, equipment is often received late from the stores department.

From the dispatch department. If they request home delivery, customers often wait for a week or more.

Customer care consultants are not allowed to contact the store's manager or the dispatch manager to follow up on the receipt and dispatch of equipment, but have to work through Mr. Hlongwe"s office. He is often in meetings and therefore, difficult to reach. This causes enquirers to pile in his office.Customers care consultants are not allowed to explain to customers why there is a delay in the delivery of equipment. They end up making promises that they cannot keep.Customer care consultants are not allowed to refer complaints to Mr. Hlongwe's office, unless the customer specifically requests this. It is an unspoken rule that they have to "keep the customer happy if they want to get commission".Most of the customer care consultants have little sales and customer care experience, because the employee turnover in the department is high.There is no time to send customer care consultants for intensive training because there is a permanent shortage of staff (also as a result of the high employee turnover).

Question 1

Briefly describe the various steps within the learning and development needs analysis process. In your answer, also explain how you would apply each step within the case study.

Question 2

Discuss the learning and development needs (issues) within the case study that would successfully be resolved by means of a training intervention. Additionally, discuss the issues that should be addressed in other ways than a training intervention, and suggest an appropriate alternative for the identified issues.

Question 3

Explain the various levels on which you will conduct the L&D needs analysis relevant to the case study.

Question 4

Describe the various practical steps that needs to be completed in order for you to compile a workplace skills plan for an organisation. Additionally, explain what you will need to do with the WSP once it has been created.

Question 5

Suggest and discuss the most appropriate data gathering methods that you would use within the case study to collect information on individuals' training needs.

Reference no: EM133211802

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