I need a 2000-2500 word paper on the Training program
2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 1 /1 2 S u m mary T ra in in g i s a r e a so n ab le s o lu tio n w hen a P G i s c a u se d b y a n e m plo ye e’s l a ck o f K SA s. H ow ev e r, m ost p ro b le m s i d en tiﻐ ie d b y m an ag ers a s r e q u ir in g t r a in in g a ctu ally d o n ot r e q u ir e t r a in in g. M ost s u ch p ro b le m s a re a f u n ctio n o f o rg a n iz a tio n al b arrie rs ( r e w ard /p un is h m en t i n co n gru it ie s, i n ad eq u ate f e ed back , o r s y ste m b arrie rs ) t o p erfo rm an ce . A T N A w ill r e v e a l t h e l o ca tio n a n d r e a so n f o r t h e p ro b le m . W hen a g a p i n r e q u ir e d K SA s c re a te s a P G a n d t r a in in g i s r e q u ir e d , t h e T N A e n su re s t h at t h e K SA d eﻐic ie n cie s a re i d en tiﻐ ie d . T ra in in g t h at i s f o cu se d o n t h ese K SA s w ill b e r e le v a n t a n d t h ere fo re m ore m otiv a tin g f o r t h e t r a in ees. T he l i k eli h ood i s h ig h er t h at t r a in in g w ill b e s u cce ssfu l w hen a T N A i s c o n ducte d b eca u se t h e a p pro p ria te K SA s r e q u ir e d t o d o t h e j o b a re i d en tiﻐ ie d ( o p era tio n al a n aly sis ), t h e K SA s o f t h e e m plo ye es i n t h at j o b a re d ete rm in ed ( p ers o n a n aly sis ) s o t h at o n ly t h ose n eed in g t r a in in g a re t r a in ed , a n d t h e r o ad blo ck s t o t r a n sfe r o f t h e t r a in in g a re i d en tiﻐ ie d ( o rg a n iz a tio n al a n aly sis ) a n d r e m ove d . T he T N A c o n sis ts o f o rg a n iz a tio n al, o p era tio n al, a n d p ers o n a n aly sis . T he o rg a n iz a tio n al a n aly sis i s d esig n ed t o a sse ss t h e c a p it a l r e so u rc e s, H R a v a ila b ili t y , a n d t h e w ork e n vir o n m en t. I t i s i m porta n t t o u n ders ta n d t h e a m ou n t a n d t y p e o f r e so u rc e s a v a ila b le a n d w hat t y p e o f e n vir o n m en t t h e a ffe cte d e m plo ye es w ork i n . O ft e n , e m plo ye es a re n ot p erfo rm in g a t t h e e x p ecte d l e v e l f o r r e a so n s o th er t h an a l a ck o f K SA s. T he o rg a n iz a tio n al a n aly sis i d en tiﻐ ie s t h ese r e a so n s s o t h ey c a n b e r e ctiﻐ ie d . E ve n w here K SA s a re t h e p ro b le m , o th er r e m ed ie s ( jo b a id s, p ra ctic e , a n d s o f o rth ) c a n b e c o n sid ere d b efo re t r a in in g. T he o p era tio n al a n aly sis p ro vid es i n fo rm atio n p erta in in g t o t h e K SA r e q u ir e m en ts f o r t h e j o b i n q u estio n . O bse rv in g t h e j o b , d oin g t h e j o b , a n d e xa m in in g j o b d esc rip tio n s a n d s p eciﻐ ic a tio n s a re s o m e o f t h e w ay s o f d ete rm in in g t h is i n fo rm atio n . T he m eth od m ost o ft e n u se d , h ow ev e r, i s t o a sk i n cu m ben ts a n d s u p erv is o rs w hat i s r e q u ir e d i n a s y ste m atic w ay. T he p ers o n a n aly sis p ro vid es i n fo rm atio n o n e a ch e m plo ye e’s s p eciﻐ ic l e v e l o f c o m pete n ce r e ga rd in g t h e K SA r e q u ir e m en ts . S ev e ra l m eth od s c a n b e u se d t o d ete rm in e c o m pete n ce l e v e ls , s u ch a s e xa m in in g p erfo rm an ce a p pra is a ls , t e stin g, o r s im ply a sk in g e m plo ye es w here t h ey e n co u n te r p ro b le m s. E ach o f t h ese a p pro ach es o ffe rs a d va n ta g es, a n d t h e o n e y o u c h oose d ep en ds o n f a cto rs s u ch a s t im e a n d a v a ila b ili t y . T here a re t w o t y p es o f T N A: p ro activ e a n d r e a ctiv e . W it h p ro activ e T N A, t h e f o cu s i s o n p la n ned c h an ges t o j o b s a n d p erfo rm an ce e x p ecta tio n s. T yp ic a lly , t h ese c h an ges e v o lv e f r o m s tr a te g ic p la n nin g, b u t a ls o m ig h t o ccu r f r o m o th er p ro ce sse s. B eca u se t h e p ro activ e T N A a n tic ip ate s f u tu re c h an ges, i t a ls o m ust a n tic ip ate t h e K SA s r e q u ir e d t o m eet o r e xce ed p erfo rm an ce e x p ecta tio n s i n t h e f u tu re . A s a r e su lt , s o m e o f t h e t y p es o f i n fo rm atio n c o lle cte d a re d if fe re n t f r o m t h ose c o lle cte d f o r t h e r e a ctiv e T N A. T he r e a ctiv e T N A i s f a r m ore c o m mon a n d i s a r e sp on se t o a c u rre n t P G . H ere , t h e T N A n eed s t o b e c o m ple te d m ore q u ic k ly b eca u se t h e g a p i s a lr e a d y a ffe ctin g p ro d uctiv it y . A n e ffe ctiv e o rg a n iz a tio n u se s b oth p ro activ e a n d r e a ctiv e t y p es o f T N A. 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 2 /1 2 T he T ra in in g P ro gra m ( F a b ric s, I n c.) T his s e ctio n i s t h e b eg in nin g o f a s te p ‑b y‑s te p p ro ce ss f o r d ev e lo p in g a t r a in in g p ro gra m f o r a s m all f a b ric a tio n s c o m pan y. H ere , w e e xa m in e t h e T N A f o r t h e p ro gra m , a n d i n s u bse q u en t c h ap te rs , w e w ill c o n tin ue t h e p ro ce ss t h ro u gh t o t h e e v a lu atio n . F ab ric s, I n c., o n ce a s m all o rg a n iz a tio n , r e ce n tly e x p erie n ce d a n i n cre d ib le g ro w th . O nly t w o y e a rs a g o , t h e o w ner w as a ls o t h e s u p erv is o r o f 4 0 e m plo ye es. N ow i t i s a ﻐ ir m t h at e m plo ys m ore t h an 2 00. T he f a st g ro w th p ro ve d g o od f o r s o m e, w it h t h e o p portu n it y f o r a d va n ce m en t. T he o w ner c a lle d a c o n su lt a n t t o h elp h im w it h a f e w p ro b le m s t h at e m erg ed w it h t h e f a st g ro w th . “ I s e em t o h av e t r o u ble k eep in g m y m old ‑m ak ers a n d s o m e o th er k ey e m plo ye es,” h e s a id . “ T hey a re i n d em an d, a n d a lt h ou gh I a m c o m petit iv e r e ga rd in g m on ey, I t h in k t h e n ew s u p erv is o rs a re n ot t r e a tin g t h em w ell. A ls o , I r e ce iv e d s o m e c o m pla in ts f r o m c u sto m ers a b ou t t h e w ay s u p erv is o rs t a lk t o t h em . T he s u p erv is o rs w ere a ll p ro m ote d f r o m w it h in , w it h ou t a n y f o rm al t r a in in g i n s u p erv is in g e m plo ye es. T hey k n ow t h eir s tu ff r e ga rd in g t h e w ork t h e e m plo ye es a re d oin g, s o t h ey a re a b le t o h elp e m plo ye es w ho a re h av in g p ro b le m s. H ow ev e r, t h ey s e em t o g et i n to a rg u m en ts e a sily , a n d I h ea r a l o t o f y e lli n g g o in g o n i n t h e p la n t. W hen w e w ere s m alle r, I l o oked a ft e r t h e s u p erv is o ry r e sp on sib ili t ie s m yse lf a n d n ev e r f o u n d a r e a so n t o y e ll a t t h e e m plo ye es, s o I t h in k t h e s u p erv is o rs n eed s o m e t r a in in g i n e ffe ctiv e w ay s t o d ea l w it h e m plo ye es. I o n ly h av e n in e s u p erv is o rs — co u ld y o u g iv e t h em s o m e s o rt o f t r a in in g t o b e b ette r? ” T he c o n su lt a n t r e sp on ded , “ If y o u w an t t o b e s u re t h at w e d ea l w it h t h e p ro b le m , i t w ou ld b e u se fu l t o d ete rm in e w hat i s su es a re c re a tin g t h e p ro b le m s a n d, f r o m t h at, r e co m men d a c o u rs e o f a ctio n .” “ A ctu ally , I t a lk ed t o a f e w o th er v e n dors a n d t h ey i n dic a te t h ey h av e s o m e t r a d it io n al b asic s u p erv is o r t r a in in g p ack ag es t h at w ou ld ﻐ it o u r n eed s a n d, t h ere fo re , t h ey c o u ld s ta rt r ig h t a w ay. I r e a lly w an t t h is ﻐ ix e d f a st,” t h e o w ner s a id . “ W ell, I c a n u n ders ta n d t h at, b u t y o u d o w an t t o b e s u re t h at t h e t r a in in g y o u g et i s r e le v a n t t o t h e p ro b le m s y o u e x p erie n ce d ; o th erw is e , i t i s a w aste o f m on ey. H ow a b ou t I s im ply c o n tr a ct t o d o a t r a in in g n eed s a n aly sis a n d g iv e y o u a r e p ort o f t h e ﻐ in din gs? T hen , b ase d o n t h is i n fo rm atio n , y o u c a n d ecid e w heth er a n y o f t h e o th er v e n dors o r t h e t r a in in g I c a n p ro vid e b est ﻐ it s y o u r n eed s i n t e rm s o f r e le v a n cy a n d c o st. T hat w ay, y o u a re a ssu re d t h at a n y t r a in in g y o u p urc h ase w ill b e r e le v a n t,” s a id t h e c o n su lt a n t. “ H ow l o n g w ou ld t h at t a k e?” t h e o w ner a sk ed . “ It r e q u ir e s t h at I t a lk t o y o u i n a b it m ore d eta il, a s w ell a s t o t h ose i n vo lv e d ; s o m e o f t h e s u p erv is o rs a n d s u bord in ate s. I f t h ey a re r e a d ily a v a ila b le I w ou ld b e d on e t h is w eek , w it h a r e p ort g o in g t o y o u e a rly n ex t w eek ,” t h e c o n su lt a n t r e p li e d . T he o w ner a sk ed h ow m uch i t w ou ld c o st, a n d a ft e r n eg o tia tin g f o r 1 5 m in ute s, a g re ed t o t h e p ro je ct. T hey r e tu rn ed t o t h e o fﻐic e t o w rit e u p t h e c o n tr a ct f o r a n eed s a n aly sis . T he i n te rv ie w w it h t h e o w ner ( w ho w as a ls o t h e m an ag er o f a ll t h e ﻐ ir s t‑li n e s u p erv is o rs ) w as s c h ed ule d ﻐ ir s t a n d i n clu d ed a n o rg a n iz a tio n al a n d o p era tio n al a n aly sis . W hat f o llo w s i s a n e d it e d v e rs io n o f t h e q u estio n s r e la te d t o t h e o rg a n iz a tio n al a n aly sis . 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 3 /1 2 T he I n te rv ie w D ir e ctio n o f t h e O rg a n iz a tio n Q : W hat i s t h e m is sio n o f t h e c o m pan y? W hat a re t h e g o als e m plo ye es s h ou ld b e w ork in g f o r?
A : I d o n ot r e a lly h av e t im e f o r t h at k in d o f s tu ff. I h av e t o k eep t h e o rg a n iz a tio n r u n nin g. Q : I f t h ere i s n o m is sio n , h ow d o e m plo ye es u n ders ta n d w hat t h e f o cu s o f t h eir j o b s h ou ld b e?
A : T hey u n ders ta n d t h at t h ey n eed t o d o t h eir j o b s. Q : W hat a b ou t g o als o r o b je ctiv e s? A : A ga in , I d o n ot h av e t h e t im e f o r t h at, a n d I h av e n ev e r n eed ed s u ch s tu ff i n t h e p ast. Q : T hat m ay b e t r u e, b u t y o u a re m uch l a rg er n ow a n d d o n eed t o c o m mun ic a te t h ese t h in gs i n s o m e f a sh io n . H ow d o e m plo ye es k n ow w hat t o f o cu s o n : q u ali t y , q u an tit y , c u sto m er s e rv ic e , k eep in g c o sts d ow n? A : A ll o f t h ose t h in gs a re i m porta n t, b u t I g et y o u r p oin t. I n ev e r a ctu ally i n dic a te d a n yth in g a b ou t t h is t o t h em . I s im ply t o ok i t f o r g ra n te d t h at t h ey u n ders to od i t . Q : W hat t y p e o f m an ag em en t s ty le d o y o u w an t s u p erv is o rs t o h av e , a n d h ow d o y o u p ro m ote t h at? A : I a ssu m ed t h at t h ey w ou ld s u p erv is e l i k e m e. I a lw ay s l i s te n ed t o t h em w hen t h ey w ere w ork ers . I b eli e v e i n t r e a tin g e v e ry o n e w it h d ig n it y a n d r e sp ect a n d e x p ect o th ers t o d o t h e s a m e. I d o n ot h av e a n y m eth od t o t r a n sm it t h at e xce p t t o f o llo w m y s ty le . H R S y ste m s 1 . Q : W hat c rit e ria a re u se d t o s e le ct, t r a n sfe r, a n d p ro m ote i n div id uals ? 2 . A : I h ir e d a ﻐ ir m t o d o a ll t h e h ir in g f o r m e w hen I w as e x p an din g. I t o ld t h em I w an te d q u ali ﻐ ie d w ork ers . A s f o r t h e p ro m otio n t o s u p erv is o r, I p ic k ed t h e b est w ork ers . 3 . Q : B est h ow ? W hat c rit e ria w ere y o u u sin g? 4 . A : W ell, I p ic k ed t h ose w ho w ere t h e h ard est w ork ers , t h e o n es w ho a lw ay s t u rn ed o u t t h e b est w ork t h e f a ste st, a n d w ere a lw ay s w illi n g t o w ork l a te t o g et t h e j o b d on e. 5 . Q : A re t h ere f o rm al a p pra is a l s y ste m s? I f y e s, w hat i s t h e i n fo rm atio n u se d f o r p ro m otio n , b on use s, a n d s o f o rth ? 6 . A : I d o n ot h av e t im e f o r t h at. I b eli e v e t h at p eo p le g en era lly k n ow w hen t h ey a re d oin g a g o od j o b . I f t h ey a re n ot, I w ill n ot k eep t h em . J o b D esig n 1 . Q : H ow a re s u p erv is o rs ’ j o b s o rg a n iz e d ? W here d o t h ey g et t h eir i n fo rm atio n a n d w here d oes i t g o ? 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 4 /1 2 2 . A : S u p erv is o rs r e ce iv e t h e o rd ers f o r e a ch d ay a t t h e b eg in nin g o f t h e d ay a n d t h en g iv e i t o u t t o t h e r e le v a n t w ork ers . T hey t h en k eep t r a ck o f i t t o s e e t h at i t i s d on e o n t im e a n d o u t t o t h e c u sto m er. R ew ard S y ste m s 1 . Q : W hat i n ce n tiv e s a re i n p la ce t o e n co u ra g e e m plo ye es t o w ork t o w ard t h e s u cce ss o f t h e o rg a n iz a tio n ? 2 . A : W ell, I t h in k I p ay t h em w ell. 3 . Q : D oes e v e ry o n e r e ce iv e t h e s a m e a m ou n t o f p ay ? 4 . A : A t t h e p re se n t t im e, y e s, b eca u se t h ey a re a ll r e la tiv e ly n ew s u p erv is o rs . I d o p la n t o g iv e t h em r a is e s b ase d o n h ow w ell t h ey a re p erfo rm in g. 5 . Q : B ut y o u i n dic a te d t h at y o u d o n ot r e a lly h av e a m eth od o f i n fo rm in g t h em w hat y o u a re m ea su rin g t h em o n . H ow a re t h ey t o k n ow w hat i s i m porta n t? 6 . A : W ell, I w ill t e ll t h em . I g u ess I n eed t o b e c o n sid erin g t h at i s su e d ow n t h e r o ad . P erfo rm an ce 1 . Q : H ow d o t h e s u p erv is o rs k n ow w hat t h eir r o le i s i n t h e c o m pan y? 2 . A : I t o ld t h em t h at t h ey n eed ed t o s u p erv is e t h e e m plo ye es a n d w hat t h at e n ta ile d . 3 . Q : H ow d o t h ey ﻐ in d o u t h ow w ell t h ey a re d oin g i n t h eir j o b ? I s t h ere a f o rm al f e ed back p ro ce ss? 4 . A : I t a lk t o t h em a b ou t h ow t h ey a re d oin g f r o m t im e t o t im e, b u t I g et y o u r p oin t a n d w ill t h in k a b ou t t h at. 5 . Q : A re t h ere o p portu n it ie s f o r h elp i f t h ey a re h av in g p ro b le m s? 6 . A : T ak e t h is p ro b le m w it h t h e y e lli n g a n d g ettin g e m plo ye es a n gry a t t h em . I h av e t a lk ed t o t h em a b ou t i t a n d h av e o ffe re d t o g et t h em t r a in in g. 7 . Q : H ow d o t h ey f e el a b ou t t h at? 8 . A : A ctu ally , t h ey t h ou gh t i t w as g re a t. A s I s a id , n on e o f t h ese s u p erv is o rs h av e h ad a n yth in g i n t h e w ay o f s u p erv is o ry t r a in in g. M eth od s a n d P ra ctic e s 1 . Q : W hat a re t h e p oli c ie s, p ro ce d ure s, a n d r u le s i n t h e o rg a n iz a tio n ? I n y o u r v ie w , h ow d o t h ey f a cili t a te o r i n hib it p erfo rm an ce ? 2 . A : I r e a lly d o n ot t h in k t h ere i s a n yth in g h in derin g t h eir p erfo rm an ce . I a m a lw ay s w illi n g t o h elp , b u t I a ls o h av e w ork t o d o. T hat i s w hy I p ro m ote d e m plo ye es t o s u p erv is o rs , s o I w ou ld n ot h av e t o d ea l w it h t h at p art o f t h e b u sin ess. A ft e r g a th erin g i n fo rm atio n o n t h e o rg a n iz a tio n , t h e c o n su lt a n t g a th ere d o p era tio n al a n aly sis d ata f r o m t h e m an ag er ( o w ner). T he c o n su lt a n t u se d t h e m eth od p ro vid ed i n F ig u re 4 ‑3 . W hat f o llo w s i s a p ortio n o f t h e c o m ple te d f o rm . 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 5 /1 2 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 6 /1 2 J O B T IT LE : S U PER V IS O R S P ECIF IC D UTY: B E S U RE W ORK I S C O M PLE T ED A N D S E N T T O T H E C U ST O M ER O N T IM E T a sk s S u bta sk s K SA s O rg a n iz e j o b s i n m an ner t h at e n su re s c o m ple tio n o n t im e E xa m in e j o b s a n d a sse ss t im e r e q u ir e d K now le d ge o f t y p es o f j o b s w e g et K now le d ge o f t im es r e q u ir e d f o r j o b s t o b e c o m ple te d S o rt a n d g iv e j o b s t o a p pro p ria te e m plo ye es O rg a n iz a tio n a n d p rio rit iz in g s k ills K now le d ge o f e m plo ye es’ c a p ab ili t ie s M on it o r p ro gre ss o f w ork T alk t o e m plo ye es a b ou t t h eir p ro gre ss o n j o b s K now le d ge o f p ro p er f e ed back E ffe ctiv e f e ed back s k ills H elp in g a ttit u d e E xa m in e s p eciﻐ ic j o b p ro d ucts d urin g p ro d uctio n t o e n su re q u ali t y K now le d ge o f q u ali t y s ta n dard s Q uali t y a sse ssm en t s k ills 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 7 /1 2 J O B T IT LE : S U PER V IS O R S P ECIF IC D UTY: B E S U RE W ORK I S C O M PLE T ED A N D S E N T T O T H E C U ST O M ER O N T IM E T a sk s S u bta sk s K SA s L is te n e ffe ctiv e ly P ro vid e f e ed back t o e m plo ye es a b ou t p erfo rm an ce K now le d ge o f e ffe ctiv e l i s te n in g s k ills K now le d ge o f c o n ﻐli c t s ty le s C on ﻐli c t r e so lu tio n s k ills K now le d ge o f p ro p er f e ed back E ffe ctiv e f e ed back s k ills P osit iv e a ttit u d e f o r t r e a tin g e m plo ye es w it h r e sp ect A nd s o f o rth .
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. N ex t, t h e c o n su lt a n t m et w it h t h e s u p erv is o rs , ﻐ ir s t a s a s in gle g ro u p o f n in e t o d o a n o p era tio n al a n aly sis a n d t h en i n div id ually t o d is c u ss i n div id ual p erfo rm an ce . H e c h ose t o u se a s li g h tly d if fe re n t a p pro ach t o t h e o p era tio n al a n aly sis b eca u se h e e x p ecte d t h at t h ey m ig h t h av e s o m e p ro b le m s w ork in g f r o m t h e f o rm u se d w it h t h e o w ner. T he f o llo w in g e xce rp t c o m es f r o m t h at i n te rv ie w . T o b eg in t h e m eetin g, t h e c o n su lt a n t s a id : I a m h ere t o ﻐ in d o u t j u st w hat y o u r j o b a s s u p erv is o r e n ta ils . T his s te p i s t h e ﻐ ir s t i n d ete rm in in g w hat t r a in in g w e c a n p ro vid e t o m ak e y o u m ore e ffe ctiv e i n y o u r j o b . F ir s t, w e n eed t o k n ow w hat i t i s y o u d o o n t h e j o b . S o I a m g o in g t o l e t y o u p ro vid e m e w it h a l i s t o f t h e t h in gs y o u d o o n t h e j o b — th e t a sk s. L et m e g iv e y o u a n e xa m ple o f w hat I m ea n . F o r t h e j o b o f a s a le sp ers o n , I m ig h t b e t o ld a r e q u ir e d t a sk w as t o “ s e ll p rin te rs .” T his d esc rip tio n i s t o o g en era l t o b e u se fu l, o r y o u m ig h t s a y y o u m ust “ in tr o d uce y o u rs e lf t o a n ew c li e n t,” w hic h i s t o o s p eciﻐ ic . W hat w e n eed i s s o m ew here i n b etw een t h ese t w o e x tr e m es, s u ch a s “ m ak e o ra l p re se n ta tio n t o a s m all g ro u p o f p eo p le .” A re t h ere a n y q u estio n s? O K, l e t’s b eg in . 1 . Q : T hin k o f a t y p ic a l M on day. W hat’s t h e ﻐ ir s t t h in g y o u d o w hen y o u a rriv e a t w ork ? 2 . A : C heck t h e a n sw erin g m ach in e. 3 . Q : T hat i s a l i t tle t o o s p eciﻐ ic . W hy d o y o u c h eck t h e a n sw erin g m ach in e? 4 . A : I n eed t o r e tu rn a n y i m porta n t c a lls f r o m s u p pli e rs o r c u sto m ers . 5 . Q : W hat d o t h ese c a lls d ea l w it h ? 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 8 /1 2 6 . A : C om pla in ts u su ally , a lt h ou gh s o m e a re c h eck in g o n t h e s ta tu s o f t h eir j o b . 7 . Q : A nyb od y e ls e d o a n yth in g d if fe re n t f r o m t h at? 8 . A : N o. 9 . Q : W hat d o y o u d o n ex t? 1 0 . A : E xa m in e t h e j o b s t h at h av e c o m e i n a n d p rio rit iz e t h em b ase d o n t h eir c o m ple x it y a n d d ue d ate . 1 1 . Q : T he t a sk , t h en , i s o rg a n iz in g a n d p rio rit iz in g t h e n ew j o b s y o u r e ce iv e d . W hat n ex t? 1 2 . A : M eet w it h e a ch s u bord in ate , s e e h ow t h ey a re d oin g, a n d d is tr ib u te t h e n ew w ork . 1 3 . Q : T ell m e w hat “ s e e h ow t h ey a re d oin g” m ea n s. 1 4 . A : I m ak e s u re t h at t h ey a re o n s c h ed ule w it h t h eir w ork . I c h eck t h eir p ro gre ss o n t h e j o b s t h ey a re w ork in g o n . 1 5 . Q : O K, s o c h eck o n p ro gre ss o f s u bord in ate s i s t h e t a sk . W hat n ex t? 1 6 . A : A ft e r a ll t h e w ork i s d is tr ib u te d , I c h eck t o s e e w hat o rd ers a re d ue t o b e c o m ple te d a n d s e n t o u t t o d ay. 1 7 . Q : O K, b u t I g u ess t h at a ssu m es e v e ry o n e i s o n s c h ed ule . W hat d o y o u d o i f s o m eo n e i s b eh in d i n t h eir j o b ? 1 8 . A : D ep en ds h ow f a r b eh in d t h e j o b i s . I f i t i s s e rio u s, I m ay s im ply t a k e t h e j o b a w ay a n d g iv e i t t o s o m eo n e I t h in k c a n d o t h e j o b f a ste r. 1 9 . A : I d o n ot d o t h at. I ﻐ in d o u t w hat t h e p ro b le m i s a n d h elp t h e p ers o n g et b ack o n t r a ck . 2 0 . Q : S o y o u s p en d s o m e t im e t r a in in g t h at p ers o n ? 2 1 . A : W ell, s o rt o f. I t i s n ot f o rm al t r a in in g, b u t I w ill s e e w hy t h e p ers o n i s h av in g p ro b le m s a n d g iv e s o m e o f m y “ tr ic k s o f t h e t r a d e” t o s p eed t h in gs u p . 2 2 . Q : A nyb od y d ea l w it h t h is i s su e d if fe re n tly ? 2 3 . A : I d o n ot u su ally h av e t h e t im e t o d o a n y t r a in in g. I w ill g iv e i t t o s o m eo n e w ho c a n d o i t , o r i n s o m e c a se s, j u st d o t h e j o b m yse lf . S o m etim es t h at i s f a ste r. A ft e r a ll, w e h av e a ll t h is u se le ss p ap erw ork t h at w e h av e t o d o. 2 4 . Q : I w an t t o c o m e b ack t o t h e p ap erw ork , b u t ﻐ ir s t, a re y o u s a y in g t h at n o s ta n dard e x is ts f o r d ea li n g w it h e m plo ye es w ho a re h av in g p ro b le m s w it h p artic u la r j o b s? 2 5 . A : S u re t h ere i s . T he b oss e x p ects u s t o t r a in t h em , b u t w it h t h e p re ssu re f o r p ro d uctio n , w e o ft e n d o n ot h av e t im e t o d o t h at. 2 6 . A : W ell, I a g re e w it h t h at. E ve n t h ou gh I d o s to p a n d s p en d t im e h elp in g, I o ft e n f e el t h e p re ssu re t o r u sh a n d p ro b ab ly d o n ot d o a g o od j o b o f i t . I d o t r y a n d t e ll t h em w hat t h ey n eed t o d o t o i m pro ve i n t h e p artic u la r a re a . A lt h ou gh t h e f o rm at u se d i n t h e s e ssio n s ta rts ir st t h in g i n t h e m orn in g a n d c o n tin ues t h ro u gh a t y p ic a l d ay, c lu es o ft e n e m erg e a s t o o th er t a sk s t h at a re d on e. T he m en tio n in g o f “ te ll t h em w hat t h ey n eed t o d o t o i m pro ve ” c a u se s t h e c o n su lt a n t t o f o cu s o n t h at t a sk a n d w hat o th er t a sk s a re r e la te d t o i t , b eca u se t h e o w ner d id i n dic a te t h at p ro vid in g f e ed ba ck w as a n i m porta n t t a sk . 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 9 /1 2 1 . Q : O K, l e t’s l o ok a t t h e i s su e o f t e lli n g t h em h ow t o i m pro ve . W e c o u ld t h in k o f t h at a s g iv in g f e ed back t o e m plo ye es. W hat o th er t a sk s r e q u ir e y o u t o d is c u ss t h in gs w it h s u bord in ate s? 2 . A : W e a re s u p pose d t o d ea l w it h t h eir c o n ce rn s. 3 . A : Y e a h , t h at’s r ig h t, a n d a ls o w e a re s u p pose d t o m eet o n e‑o n ‑o n e w it h t h em a n d d is c u ss t h eir p erfo rm an ce . T ro u ble i s , t h ese n ew e m plo ye es a re k n ow ‑it ‑a lls a n d n ot w illi n g t o l i s te n . 4 . A : Y o u ’r e r ig h t a b ou t t h at. O n m ore t h an o n e o cca sio n , m an y o f u s r e so rt t o y e lli n g a t t h ese g u ys t o g et t h em t o r e sp on d. 5 . A : B oy, i s t h at e v e r t r u e. 6 . Q : W hat a b ou t t h e p ap erw ork ? 7 . A : W ell, i t i s s tu p id . A c le rk c o u ld d o i t , b u t w e a re e x p ecte d t o d o i t . I f w e d o n ot, t h en b illi n g a n d o th er p ro b le m s c o m e u p , s o w e h av e t o d o i t o r e ls e . … A : Y e a h , i t t a k es a w ay f r o m u s b ein g o u t h ere w here w e a re n eed ed . A nd s o f o rth . … O th er q u estio n s t h at m ig h t b e a sk ed : W hat i s t h e n ex t t h in g y o u w ou ld d o i n t h e a ft e rn oon ? T he n ex t? W hat i s t h e l a st t h in g y o u d o i n t h e d ay ? T hat p re tty m uch d esc rib es a t y p ic a l d ay ( M on day i n t h is c a se ). I s t h ere a n yth in g y o u w ou ld d o a t t h e b eg in nin g o f t h e w eek ( M on day ) t h at i s n ot d on e a t o th er t im es? H ow a b ou t a t t h e e n d o f t h e w eek ? I s t h ere a n yth in g y o u d o t h en t h at i s n ot d on e d urin g t h e r e st o f t h e w eek ? I s t h ere a n yth in g t h at y o u d o o n ly o n ce o r t w ic e a w eek t h at w e m is se d ? N ow t h in k a b ou t t h e b eg in nin g o f t h e m on th . W hat d o y o u d o a t t h e b eg in nin g o f t h e m on th t h at i s n ot d on e a t o th er t im es? H ow a b ou t t h e e n d o f t h e m on th ? I s t h ere a n yth in g t h at i s d on e o n ly a f e w t im es a m on th t h at w e m ig h t h av e m is se d ? T he b eg in nin g o f t h e y e a r? T he e n d o f t h e y e a r? A re t h ere a n y t a sk s t h at w e m ay h av e m is se d b eca u se t h ey o ccu r o n ly o n ce i n a w hile ? Y o u w ill n ote t h at o ft e n i t i s n ece ssa ry t o r e d ein e t h e t a sk s ta te m en ts f o r t h e i n cu m ben t. T his a rt c o m es w it h p ra ctic e . T he f o llo w in g l i s t c o n ta in s s o m e o f t h e t a sk s a n d r e le va n t K SA s o b ta in ed f r o m t h e T N A. 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 1 0/1 2 T ask s K SA s D ea l w it h c u sto m er c o m pla in ts K now le d ge o f e ffe ctiv e l i s te n in g p ro ce sse s K now le d ge o f c o n ﻐli c t r e so lu tio n s tr a te g ie s L is te n in g s k ills C on ﻐli c t r e so lu tio n s k ills O rg a n iz e a n d p rio rit iz e j o b s K now le d ge o f t y p es o f j o b s r e ce iv e d K now le d ge o f t im e r e q u ir e d f o r v a rio u s j o b s O rg a n iz a tio n a n d p la n nin g s k ills C heck o n p ro gre ss o f s u bord in ate s’ w ork a n d p ro vid e f e ed back o n p erfo rm an ce K now le d ge o f p ro p er f e ed back p ro ce sse s C om mun ic a tio n s k ills D ea l w it h c o n ce rn s o f e m plo ye es P osit iv e a ttit u d e t o w ard t r e a tin g e m plo ye es w it h r e sp ect K now le d ge o f e ffe ctiv e l i s te n in g p ro ce sse s K now le d ge o f c o m mun ic a tio n s tr a te g ie s P osit iv e a ttit u d e t o w ard h elp in g e m plo ye es N ex t, f o r t h e p ers o n a n aly sis , i n div id ual m eetin gs w it h s u p erv is o rs a n d o n e w it h t h e o w ner ( s u p erv is o r o f t h e s u p erv is o rs ) w ere c o n ducte d . T he q u estio n s c a m e r ig h t f r o m t h e j o b a n aly sis a n d a sk ed a b ou t t h e s u p erv is o rs ’ k n ow le d ge o f t h e a re a s i d en tiﻐ ie d , t h e s k ills n eed ed , a n d t h eir a ttit u d es t o w ard i s su es i d en tiﻐ ie d a s i m porta n t i n t h eir j o b . T he i n tr o d uctio n t o t h e i n te rv ie w w as a s f o llo w s: 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 1 1 /1 2 F ro m t h e i n te rv ie w s, I h av e l i s te d a n um ber o f k n ow le d ge, s k ills , a n d a ttit u d es t h at a re n ece ssa ry t o b e a n e ffe ctiv e s u p erv is o r h ere a t F ab ric s, I n c. I w ou ld l i k e t o a sk y o u h ow p ro ﻐic ie n t y o u b eli e v e y o u a re i n e a ch o f t h em . B y t h e w ay, d o n ot f e el b ad i f y o u h av e n o u n ders ta n din g o f m an y o f t h ese c o n ce p ts ; m an y d o n ot. R em em ber, t h e i n fo rm atio n g a th ere d w ill b e u se d t o d ete rm in e h ow t o h elp y o u b e a b ette r s u p erv is o r, s o c a n did r e sp on se s a re e n co u ra g ed . I n t e rm s o f h av in g k n ow le d ge o f t h e f o llo w in g, i n dic a te t o m e i f y o u h av e n o u n ders ta n din g, a v e ry l o w l e v e l o f u n ders ta n din g, s o m e u n ders ta n din g, a f a ir a m ou n t o f u n ders ta n din g, o r c o m ple te u n ders ta n din g. T he r e su lt s o f t h e T N A i d en tiﻐ ie d a n um ber o f K SA s ( tr a in in g n eed s) t h at w ere d eﻐic ie n t, a s w ell a s s o m e n on tr a in in g n eed s. A ddre ssin g N on tr a in in g N eed s T he f o llo w in g n on tr a in in g i s su es n eed t o b e a d dre sse d t o h elp e n su re t h at s u p erv is o ry t r a in in g w ill b e t r a n sfe rre d t o t h e j o b : H av e o w ner ( e it h er w it h o th ers o r o n h is o w n) d ete rm in e t h e g o als a n d o b je ctiv e s o f t h e c o m pan y a n d w hic h a sp ects o f p erfo rm an ce s h ou ld b e f o cu se d o n . S et u p a f o rm al a p pra is a l s y ste m w here , i n o n e s e ssio n , t h e o w ner s it s d ow n w it h e a ch s u p erv is o r t o d is c u ss p erfo rm an ce a n d s e t o b je ctiv e s. I n a n oth er s e ssio n , p erfo rm an ce d ev e lo p m en t i s d is c u sse d . U se o b je ctiv e s s e t f o r t h e y e a r a n d c la rif y h ow r e w ard s ( b on us, p ay r a is e s, a n d s o f o rth ) w ill b e t ie d t o t h e o b je ctiv e s. S et u p s im ila r s e ssio n s f o r s u p erv is o rs a n d s u bord in ate s i n t e rm s o f d ev e lo p m en ta l p erfo rm an ce r e v ie w ( a t a m in im um ). A ls o , c o n sid er i n ce n tiv e s b ase d o n p erfo rm an ce a p pra is a ls .
H ir e s o m eo n e t o r e li e v e t h e s u p erv is o rs o f s o m e o f t h eir p ap erw ork s o t h ey c a n s p en d m ore t im e o n t h e ﻐ lo or. A nd s o f o rth . .
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. T ra in in g N eed s S ev e ra l t r a in in g n eed s w ere e v id en t f r o m t h e n eed s a n aly sis b ey o n d w hat w as i n dic a te d b y t h e o w ner. S p eciﻐ ic t o t h ose i s su es, h ow ev e r, s u p erv is o rs w ere p artic u la rly c a n did i n i n dic a tin g t h at t h ey h ad n ev e r b een e x p ose d t o a n y t y p e o f f e ed back o r c o m mun ic a tio n s k ills . T hey h ad n o k n ow le d ge o r s k ills i n t h ese a re a s. A ttit u d es i n t h is a re a w ere m ix e d . S o m e b eli e v e d t h at t h e b est w ay t o p ro vid e f e ed back i s t o “ c a ll i t l i k e i t i s .” “ S o m e o f t h ese g u ys a re s im ply n ot w illi n g t o l i s te n , a n d y o u n eed t o b e t o u gh ” w as a t y p ic a l c o m men t f r o m t h ese s u p erv is o rs . O th ers b eli e v e d t h at t r e a tin g s u bord in ate s t h e w ay y o u w ou ld l i k e t o b e t r e a te d g o es a l o n g w ay i n g a in in g t h eir s u p port a n d w illi n gn ess t o l i s te n . A p artia l l i s t o f t r a in in g n eed s i n clu d es l a ck o f k n ow le d ge a n d s k ill i n : E ffe ctiv e l i s te n in g 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i6 0& co nte nt= all& clie ntT o ke n= 57e4d0ca e 8aae 4fb d 0f0 c 3 621a9b0f1 e& np= i6 0 1 2/1 2 C om mun ic a tio n C on ﻐli c t r e so lu tio n E ffe ctiv e f e ed back E m plo ye e p erfo rm an ce m ea su re m en t E m plo ye e m otiv a tio n .
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a n d s o f o rth A t t h is p oin t, w e w ill l e av e “ th e t r a in in g p ro gra m ” w it h t h e n eed s i d en tiﻐ ie d . T he n ex t s te p i s t h e d esig n p hase . W e w ill r e tu rn t o F ab ric s, I n c. a t t h e e n d o f C h ap te r 5 . ( h ttp :/ /co n te n t.t h u ze le a rn in g.c o m /b ook s/ A U BU S6 80.1 6.1 /se ctio n s/ i6 8# ch 05)