Case Summary
Carter Cleaning Company does not have any formal orientation and training programs. However, Carter Carter wants wants its its employ employees ees to follow follow certai certain n practi practices ces and procedu procedures res while while dealing dealing with with custom customers ers but employ employees ees are not traine trained d accord according ingly ly.. Thus, Thus, Jennif Jennifer’ er’ss employ employees ees are not maintaining maintaining standards standards as she expected. expected. For example, Jennifer wants her counterpers counterperson on to greet customers with a pleasant hello, collect the garments from the customers, place all the garments in nylon sac, write up a ticet and provide a copy to customer, provide information to customer about upcoming offers and additional services, use courteous comment lie !have a nice day" or !drive safely" when the customer leaves. #ther $obs in the store lie pressing, cleaning and spotting contain certain steps and procedures along with standard preferred by Carter. %ue to lac of ade&uate training and orientation, employees face certain issues' the new employees are ignorant about their weely payment pa yment day, company policy about paid holiday, health and medical benefits and general matters (clean wor area, personal appearance and cleanliness) and so on. Jennifer believes, if formal orientation and training programs can begin, then employees will now what Jennifer and her father wants from them and they will do their $ob in the right way that is the Carter’s way.
1
Question01: What specifically should the company cover in their new employee orientation program, and how should they convey this information?
Answer to Question Number 01 #rientation program refers to the process of providing with basic information to the new employee about the company or employer. This procedure ensures that new employees get the nowledge re&uired to do the $ob effectively. %essler (*++) said !#rientation is a procedure of providing with basic bacground information about the firm". #rientation program helps employees to get a brief idea about the organi-ation along with the tas they need to perform. o it increases the productivity of the employees as they are well aware about the $ob. /ormally H0 department of a company is responsible to welcome new employees with orientation program. 1ut supervisors complete the orientation process by introducing new employee with the co2worers and others concerned with the tas. 3t the time of a new employee orientation 4rogram Company should cover some of the basic contents lie2 5nformation on employee benefits 4ersonnel policies The daily routine Company organi-ation and operations afety measures and regulations
Information on employee benefits 3ccording to the law it is the right of the employees to receive certain benefits. 6mployee benefits refer to the non2wage compensation allowed by the employer to the employee other than their normal wages or salary. 6mployee benefits may include sic leave, paid holidays, health and hospitali-ation, housing, pension, vacation, profit sharing etc. o, at the orientation program employer should clearly mention the benefits employees will en$oy during their career with the company.
Personnel policies
1
4ersonnel policy some time called as !employee handboos". This policy includes some of the statement which explains the expectation of the employer from the employee and what should an employee expect from employer. 4ersonnel policies should cover at orientation program.
aily routine
6mployees should get clear idea about the tas he or she needs to perform at daily basis. 5t helps the employee to get prepared for the tas and this procedure increase the efficiency of the wor. o, there is no alternative other than mentioning the daily routine of the employee at orientation program.
!ompany organi"ation and operations 3ll the companies do not perform same tas. The nature of the wor varies from company to company. 7hat ind of operations a company performs is totally depends on the type of business they do. o, top management of the company carefully review the mission and vision statement of the company and then set the activities or operations they need to perform to achieve company goal. o, in the orientation program it is very important to mention the activities and operations perform by the company and how they perform it.
#afety measures and regulations 7hat are the policies and regulations available to help the employees when they face any unwanted situation lie accident should also mention in the orientation program by the employer. 5t helps the employee to feel safe at worplace and motivate them to wor efficiently. To convey information in proper way, a successful orientation should accomplish some procedure for new employees8
3t orientation ensuring that employees feel welcome to the company. 9iving a clear idea about the company to the employee so that they can recogni-e the
organi-ation in a broad sense. Clearly explain the expectation of the employer from the employee.
1
Question0$: In the %& management course 'ennifer too(, the boo( suggested using a )ob description sheet to identify tas(s performed by an employee* #hould !arter use a form li(e this for the counterperson+s )ob, and if so, what would the filledin form loo( li(e?
Answer to Question Number 02 3ccording to the case, Carter Cleaning Company wants it counterpersons’ to behave in a cordial way with their customers, chec the clothes for an defects, promote their upcoming offers and end with a pleasant gesture when they leave. This is how' Jennifer and her father want their customers to be served in Carter Cleaning Company. 1ased on this criterion, the following filled2 in2form is created8 #teps: 1. /reet customers with a pleasant hello $. !ollect the garments from the customers . Place all the garments in nylon sac( . Write up a tic(et and provide a copy to customer 2. Provide information to customer about upcoming offers and additional services 3. 4se courteous comment li(e 5 have a nice day6 when the customer
-ey Points
/one Chec for existing damages or stain, if found let customer now immediately Clothes of different customers are not mixed with each other 6nsure that the customer’s name, telephone number, date are precisely and clearly written 4rovide up to date information with proper details
/one
leaves
The employees must be trained to handle any unpleasant and unexpected issues. 5n case of complaints, each customer may have to be handled differently. This is something, which needs to be encouraged to be learnt while on the $ob. Question0: which specific training techni7ues should 'ennifer use to train her pressers, her cleanerspotters, her managers, and her counter people, and why?
1
Answer to Question Number 03 Pressers8cleanerspotters 3s these $obs are technical in nature, on the $ob training through coaching method could be advised. 6xisting employees can teach the new employees their relevant tass and follow up with them to chec if there are any concerns or problems. 3lso once the employee is sufficiently well versed with his:her wor, $ob rotation can also be done to ensure that the employees develop other sills. This can be useful in times when there is shortage of employees due to reasons lie illness, vacation. Job 5nstruction Training sheets can also be used as these $obs have a standard procedure and this would hence avoid mistaes.
9anagers #n the $ob training can also be used for managers. Their main wor would include handling employees and customers along with the business. This can be learnt directly from Jennifer or other managers. 3lso when any manager is about to leave, then the apprenticeship approach can be used where the new manager will be trained under the manager who is about to leave.
!ounterperson ;ost of the tass included in this $ob are standardi-ed, and hence $ob instruction sheets can be used. #n the other hand, sometimes counterpersons have to behave differently with different customers, it is better to train using on the $ob method. This can be done as the employee can learn it from Jennifer directly how they should be behaving or can also go and clear any doubts with other senior employees when re&uired.
Conclusion 3s referred to the case, Carter Cleaning Company does not have any formal training and orientation program. 5n this case analysis, we are providing an outline of a new employee
1
orientation program, assisting to create $ob description and roles of a counterperson in Carter Cleaning Company and finally identifying the re&uired training programs for pressers, cleaner2 spotters, managers and counter2people.
&eferences: Websites:
1
1acon, C. <. 9uiding principles for managing outsourcing relationships. 3=053: <
<.
Conference Proceedings, refereed papers, %unedin, /ew >ealand. <2?. 1ender,
*.
4.
<.
Cashing
in
on
competition.
Outsourcing
Journal .
www.outsourcing$ournal.com:issues. (%ec.)8<2@. Carney, 7. <?. #utsourcing H0 and benefits8 /avigating the right course. Compensation
@.
International *A(?)8
.
opportunism. Organization Science B8??2B+<. B.
9uterl, F. <A. How to manage your outsourcer. Datamation (;ar. <)8?2E@.
A.
Jones, 7. <?. #utsourcing basics. Information Systems Management (7inter) <8AA2A.
?.
Dinici, 3., 7illiams, 1. (*++). The Boundless Alternatie to Management! A Practical Introduction "
E.
0obbins, . 4., Coulter, ;., Gohra, /. (*++). Management" 4earson 6ducation 5nc.
.
au, 0.. and C./. Hurly. <?. #utsourcing through strategic alliances. Management Journal @E(*)8B*2B?.
oo(s:
#" 3llen, 9. 4lunett, 7.0 3ttner, 0. F, *+<@ Management$ An Approach to Customer e%pectation <+th edition, outh western Cenage earning Canada.
&" %essler, *++,
+" Jones, 9. 0 9eorge, J. ;, *+<<, Contemporary Management , ?th edn, ;c9raw Hill. ," 0obinns, . 4, Coulter, ; Gohra, n,*++, Management , <+th edn,4earson 6ducation, /ew %elhi. -" toner, J. 3. F Freeman, 0. 6, <*, Management , Bth edn, 4rentice Hall, /ew Jersey.
1
