Staffing, Training and Development
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Case Study
Answering the Phone
Jim Mullens likes supervising the Customer Service Unit. This unit is responsible for updating customer accounts and files as well as for providing information to customers and other employees. Typically, the customer service representatives (CSRs) he supervises answer questions about the services offered, provide information about the customer’s account, and modify the files so that they are up-to-date and correct. This unit was formed only recently, to handle the increasing volume of direct customer calls more efficiently by using the newly installed on-line customer information system.
Unfortunately, the planning for the new unit was not done well. The on-line computer system was purchased and installed before the actual operations people were brought in. As a result, Jim was given the responsibility for getting the unit up and running within one week. He had to make some quick personnel selections and take care of a lot of administrative details within a short period of time.
Now, three weeks after receiving the assignment, Jim feels quite a sense of accomplishment. He has been lucky that things have worked out as well as they have. In fact, the only thing Jim is concerned with now is the way in which his reps handle customers over the phone.
In Semester Individual Assignment Spring 2018
Module: Staffing, Training and Development (BUSS 1702)
Level: 2
Max. Marks: 100
Duration: 5 weeks
Staffing, Training, and Development– BUSS 1702 – Spring – 18 – CW2–QP
BUSS 1701 (QP) Page 2 of 4
Jim knows that good telephone etiquette is essential to the successful accomplishment of his unit’s
mission, yet his reps use many different styles in answering the phone and do not follow basic rules. For
examples, the reps commonly neglect to put customers on hold while they search for information. When
asking questions, they do not explain the reason for the inquiry; they do not verify information; and, at
times, they may react defensively when they don’t know the answers. These are the major – but not the
only things they do wrong.
Jim knows that he must train them in the techniques of proper phone etiquette. There is no available
training program to which he can send his personnel. Therefore, he must provide the training and
coaching to the reps while they are on the job.
Answer the following questions
1. Prepare a training plan for Jim to use
A. Carry out job analysis on this job (10 marks)
B. Conduct training needs analysis (10 marks)
C. Outline the objectives of the training program (10 marks)
D. Design the training program (10 marks)
E. Conduct the training (10 marks)
F. Outline problems that Jim might encounter in conducting the training program and suggest
suitable solutions to the problems identified (10 marks)
G. Evaluate the effectiveness of the training program using various methods of evaluation (10
marks)
H. Discuss employees’ development problems in this organization and suggest suitable solutions
to the problems (10 marks)
Source: Clardy, A. B, (2007). 50 Case Studies in Management Training. Mumbai, Jaico Publishing
House.
Staffing, Training, and Development– BUSS 1702 – Spring – 18 – CW2–QP
BUSS 1701 (QP) Page 3 of 4
Instructions for the assignment:
1. This is individual assignment. Individual report needs to be generated and submit individually.
2. Total words count should not exceed 2000 words.
3. The assignment should have a cover page, table of contents, introduction, answers to the questions,
conclusion, and appropriate references.
4. The report should be done in Word, font size 12, font style Times New Roman, text colour black,
colours can be used ONLY in appendices; main body of the report should be black and white.
6. Last date of submission: 8th week of the semester
7. The assignment should be submitted on time through Moodle. Late submission shall be penalised as
per the norms of MEC mentioned in the Module Information Guide.
8. Plagiarism Policy. Plagiarised documents, in parts or whole, submitted by the students will be
rejected. However, if the plagiarism is found to be accidental the student may be advised to re-submit
the work only once within one week from the date of rejection. A penalty of 25% of the total marks on
the specific coursework assessment component will be imposed on the re-submitted work. If the resubmitted
work is also found to be plagiarised the student will be awarded a zero mark in the respective
assessment. If the work submitted is found to be intentionally plagiarised to gain an unfair advantage in
any form, such work will be automatically rejected and a mark of zero will be awarded. If the student is
found to consistently submit plagiarised work it will be dealt with seriously and may warrant suspension
for a period or expulsion as may be recommended by the committee set for the purpose.
9. Evaluation criteria
Evaluation Criteria Marks
Introduction 10
A. Carry out job analysis on this job 10
B. Conduct training needs analysis 10
C. Outline the objectives of the training program 10
D. Design the training program 10
E. Conduct the training 10
Staffing, Training, and Development– BUSS 1702 – Spring – 18 – CW2–QP
BUSS 1701 (QP) Page 4 of 4
F. Outline problems that Jim might encounter in conducting the training program and
suggest suitable solutions to the problems identified
10
G. Evaluate the effectiveness of the training program using various methods of
evaluation
10
H. Discuss employees’ development problems in this organization and suggest suitable
solutions to the problems
10
Format of the report and referencing 10
Total Marks 100
