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
Requirements
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
|
Task |
Importance |
Frequency |
|
Prepare a promotional page |
||
|
Attain the customers politely |
||
|
Convince a new customer for purchasing a cabin |
(Source: Created by author)
Most/least important tasks
Tasks of customer handling staffs
Most/Least Important and Frequent Tasks
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
Job-Specific Competencies:
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.
The responsibilities of the customer handling employees are
In the team analysis, different competencies needed to be focused. Those are as follows
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.
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.
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.
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.
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.
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.
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
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.
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.
Lack of effective communication, planning and behavioral attributed the company is dealing with the challenges in the workplace.
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
What the employees can do after the training program
Training Name: Customer handling training
Instructor: Owner of the company
Trainees:
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
Reference
Belias, D., Velissariou, E., Kyriakou, D., Vasiliadis, L., Mantas, C., Sdrolias, L., … & Kakkos, N. (2018). The Importance of Customer Relationship Management and Social Media in the Greek Wine Tourism Industry. In Innovative Approaches to Tourism and Leisure (pp. 249-259). Springer, Cham.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Loyd, A. B., & Gaither, S. E. (2018). Racial/ethnic socialization for White youth: What we know and future directions. Journal of Applied Developmental
Olson, E. M., Slater, S. F., Hult, G. T. M., & Olson, K. M. (2018). The application of human resource management policies within the marketing organization: The impact on business and marketing strategy implementation. Industrial Marketing Management, 69, 62-73.
Shah, R., Eynan, R., Srivastava, A., Reiss, L., Rao, T. S., Parkar, S., … & Links, P. S. (2016). Indo-Canadian Collaboration for Suicide Prevention: Training Needs Assessment for Healthcare Professionals in India. Community mental health journal, 52(5), 511-518.
Sharma, A., & Syam, N. (2018). Sales and customer development: An agenda for inquiry. Industrial Marketing Management, 69, 133-134.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64-78.
Soltani, Z., & Navimipour, N. J. (2016). Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research. Computers in Human Behavior, 61, 667-688.
Trainor, K. J., Andzulis, J. M., Rapp, A., & Agnihotri, R. (2014). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, 67(6), 1201-1208.
Essay Writing Service Features
Our Experience
No matter how complex your assignment is, we can find the right professional for your specific task. Contact Essay is an essay writing company that hires only the smartest minds to help you with your projects. Our expertise allows us to provide students with high-quality academic writing, editing & proofreading services.
Free Features
Free revision policy
$10Free bibliography & reference
$8Free title page
$8Free formatting
$8How Our Essay Writing Service Works
First, you will need to complete an order form. It's not difficult but, in case there is anything you find not to be clear, you may always call us so that we can guide you through it. On the order form, you will need to include some basic information concerning your order: subject, topic, number of pages, etc. We also encourage our clients to upload any relevant information or sources that will help.
Complete the order form
Once we have all the information and instructions that we need, we select the most suitable writer for your assignment. While everything seems to be clear, the writer, who has complete knowledge of the subject, may need clarification from you. It is at that point that you would receive a call or email from us.
Writer’s assignment
As soon as the writer has finished, it will be delivered both to the website and to your email address so that you will not miss it. If your deadline is close at hand, we will place a call to you to make sure that you receive the paper on time.
Completing the order and download