Develop a customer service training implementation plan and determine the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training).  

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  1. Points Possible200
  2. Students, please view the “Submit a Clickable Rubric Assignment” in the Student Center.Instructors, training on how to grade is within the Instructor Center.

    Assignment 4: HR Training Class

    Due Week 8 and worth 200 points

    Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create a new employee customer service training class for all new employees.

    Write a six to seven (6-7) pages paper in which you:

    1. Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies.
    2. Develop a customer service training implementation plan and determine the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training).
    3. Justify why you selected the training method that you did.
    4. Propose two (2) ways to motivate an employee who has no interest in attending a training class.
    5. Develop a survey to collect feedback from the employees who attend the training.
    6. Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources.

    Your assignment must follow these formatting requirements:

    • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
    • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

    The specific course learning outcomes associated with this assignment are:

    • Design job and task analyses that align with the overall HRM strategy.
    • Design training and development systems to improve employee performance.
    • Use technology and information resources to research issues in strategic human resource development.
    • Write clearly and concisely about strategic human resource development using proper writing mechanics.

    Click here to view the grading rubric for this assignment.

Develop a draft, 950-1200 words, of the plan Paul would have done if he had stayed.  The plan is a means to identify, on a general level, the options for management to consider and for Paul to pursue further

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Spring 2 2017

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Read this description of Paul’s previous job. Then write an analysis based on the instructions at the end.

Please submit your case analysis 2 here.

Length: 950-1200 words

Please write your case analysis with Microsoft Word.  Note that all papers in this course require APA format.  This PowerPoint file on APA gives a brief overview.

For additional information: https://owl.english.purdue.edu/owl/resource/560/1/ (Links to an external site.)Links to an external site.  And this YouTube video: http://www.youtube.com/watch?v=dGUfeM91mW8 (Links to an external site.)Links to an external site.

A minimum of three (3) credible references is required. Use the Webster Library databases instead of random unknown website which are often not credible for research.

Paul, the HR Director at Bumpbie, had previously worked as Director of HR for Kelecton, a small company with 240 employees that makes software for utility companies.  The majority of employees were programmers and engineers who designed and installed proprietary software for regulating and tracking electricity and gas.  Since the company had been experiencing a 15-20% rate of growth, recruiting experienced employees was a continuing challenge due to the specialized skill sets required.  Paul left the company when he found out from a friend about the opportunity at Bumpbie.  Just before he left, he conducted an employee survey which revealed the following:

  • 78% of the employees were satisfied with their working conditions and they enjoyed freedom and flexibility to perform their jobs without strict supervision
  • 70% felt their workloads were adequate – not too heavy, not too light
  • 55% felt safe, with little danger of occupational hazards associated with their physical environment.  There were comments, presumably from the 45% who did not feel safe, that some of the utility plants where they worked on installations were not as safe as they should be
  • 89% felt there were few if any opportunities to improve their skills
  • 87% responded there were no promotion opportunities
  • 74% felt there was little relationship between their performance and their pay.  There were numerous comments that performance reviews hadn’t been done on time or hadn’t been done at all.  Other comments indicated arbitrary treatment and favoritism of some employees.
  • 56% felt their benefits were below average or poor.  Note: since many employees had previously worked for large utilities, Kelecton’s benefits probably did not compare favorably with those offered by the larger organizations.

Paul informally shared the survey results with the CEO, CFO, and VP of Operations.  They indicated concern for many items, but also pointed out that finances were stretched to the limit in order to fund their continuing growth.  They asked Paul to draw up a conceptual plan that would address the majority of the employees’ concerns “without breaking the bank.”   The next step was to meet and discuss the conceptual plan and give Paul direction as to next steps and priorities.

Develop a draft, 950-1200 words, of the plan Paul would have done if he had stayed.  The plan is a means to identify, on a general level, the options for management to consider and for Paul to pursue further.  Assume there is not sufficient time to assemble specific costs for the various options, but take into consideration what you have learned from the text about general costs and savings.  The plan should include:

– Changes to be made to current systems, processes, policies, and activities based on survey results, with your rationale for these changes

– Prioritize the changes in order of least to most expensive

– It is acceptable to make assumptions and/or add details that have not been provided

Review the five customer segments detailed on pages 194-195 of your textbook: Behavioral, Sociographic, Psychographic, Geographic and Demographic.

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Real Business

For a large discount retail store like Target and Walmart, it can be difficult to get the marketing mix just right for a given product. There are so many products in the store fighting for the attention of customers. There is also the challenge of helping the suppliers of each product maximize their profits while making sure the store is making money. With so many things to consider, working in marketing for such a large business can be a challenge.

Your Role

This week, you’ll be acting as a Marketing Manager in the sporting goods section.

WHAT IS A MARKETING MANAGER?

Marketing Managers are responsible for developing, implementing and executing marketing plans, either for an entire organization or for particular categories or products within the organization, in order to attract potential customers and keep existing ones.

Their day-to-day tasks include managing and coordinating marketing and creative staff, leading market research to improve existing products and services, working with advertising agencies, and determining the best way to get products in front of customers.

As a marketing manager for a discount retail store in Brooklyn, you have been asked to evaluate a marketing plan for basketballs to ensure that the 4 P’s of marketing are being applied well. Using your knowledge of the 4 P’s and the best approach to generating sales, you’ll take a look at a number of marketing recommendations and choose the approach that you believe will sell the most products.

INSTRUCTIONS

Step 1: Product

In the Marketing Analysis Presentation provided by your marketing team, you’ll see three different basketballs that need to be included in the product display. Each product has unique features.

  • Based on the information provided about the customers that shop at the store location, choose the basketball that you think will sell the most. Explain the rationale for your decision.

Step 2: Place

On the Marketing Analysis Presentation, you’ll see the results of a survey that asked potential buyers about where they are most likely to purchase these products.

  • Use your knowledge about product placement to choose the best place to sell the products, deciding between traditional stores and online. Explain the rationale for your decision.

Step 3: Promotion

The Marketing Analysis Presentation shows three recommended advertisements, including a special deal promotion, for the product that is expected to sell the best.

  • Based on the information provided about the customers that shop at this store location, determine which promotional activity will sell the most product at this particular store. Explain the rationale for your decision.

Step 4: Price

Finally, Look at the pricing options available for each of the three products together.

  • Based on your knowledge of the Pricing Strategies discussed on pages 186-187 in the textbook, choose the option that has the best pricing mix for all three products. Refer to the customer information, if needed. Explain the rationale for your decision.

Note: You should complete Step 5 after reading the material in Week 7.

Step 5: Brand & Sales Pitch

The company that makes one of the basketballs is looking to rebrand the product. They have asked for your input on possible brand ideas.

  • First, read the Brand Vision statement which summarizes the goal for the new brand. Then, look at the logo, name, and tagline recommendations. Which of the two brand directions do you think best meets the goals of the brand vision? Please support your decisions.
  • Second, write a 2-3 sentence sales pitch that you would use to try to convince someone to purchase this product.

Step 6: Market Segmentation

The marketing plan for the basketballs at the Brooklyn store has been in place now for four months, and the marketing team has assembled a report reviewing sales data and customer feedback for the last quarter’s basketball sales. Overall, the results are lower than you expected and you are concerned that your marketing and creative staff have not properly segmented your target customers. Remember, like many products in the marketplace, the basketball’s marketing campaigns must target two different groups of customers: (1) adults who purchase the item as a gift and, therefore, do not actually use the product; and (2) adults and teenagers who purchase the item for their own use and enjoyment. Both groups have different reasons and expectations surrounding the item in question, and those reasons and expectations will have significant impacts on the buyers’ purchasing decisions.

    • Review the five customer segments detailed on pages 194-195 of your textbook: Behavioral, Sociographic, Psychographic, Geographic and Demographic. Select one focus area of each segment that you feel is most relevant to the sale of basketballs at this store location.
    • Keeping in mind the 4 P’s, write 1-2 questions for each focus area that will guide your staff as they investigate these aspects of your campaign.

Example:

    • Segment: Geographic
    • Focus Area: Neighborhood
    • Questions: What combination of marketing and media channels did we use to reach current and potential customers? How are we gathering information on where current customers live who purchased a basketball?

Create a job description for a retail sales associate, which includes the most significant components necessary to describe the job both internally and externally.

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You are the HR manager for an upscale retail store which sells clothing, shoes, handbags, and other accessories. Due to the economic downturn, the company has experienced a significant reduction in earnings, resulting in the layoff of a number of retail sales associates. Business seems to be rebounding, but you are concerned about the performance of the retail sales staff. The CEO has requested that you recommend ways to increase sales and customer service. You believe that implementing a performance management system may help modify employee behavior and improve results.

Write a six to eight (6-8) page paper in which you:

  1. Create a job description for a retail sales associate, which includes the most significant components necessary to describe the job both internally and externally.
  2. Create an organizational behavior modification (OBM) plan to define four (4) key behaviors that are required for successful job performance as a retail sales associate. Suggest the significant ways that your plan will benefit the organization.
  3. Specify two (2) ways that you would measure whether current employees exhibit the key job performance behaviors. Propose two (2) methods that you could use to inform employees of the new performance standards.
  4. Outline a plan with two (2) methods of providing feedback to employees. Include the frequency with which the feedback will be provided. Propose two (2) actions company leaders should take to reinforce positive employee behaviors.
  5. Examine at least three (3) key legal and ethical issues that could potentially impact the performance management system. Support your response with specific examples of the identified issues’ possible effects on the performance management system.
  6. Use at least four (4) quality academic (peer-reviewed) resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources.

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

  • Examine performance management issues and processes.
  • Examine the influences on and various approaches to compensation.
  • Use technology and information resources to research issues in human resource management foundations.
  • Write clearly and concisely about human resource management foundations using proper writing mechanics.

Grading for this assignment will be based on answer quality, logic / organization of the paper, and language and writing skills.  to access the rubric for this assignment

Describe the performance management system that is currently in place. Explain the formal performance feedback process.

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Best Practices in Performance Management

Resources

  •  Best Practices in Performance Management Scoring Guide.
  •  APA Style and Format.
  •  Capella Library.
  •  Capella Writing Center.
  •  Tutorials: Microsoft Office Software.
  •  Undergraduate Research Guide.

Choose an organization to use for this assessment. It can be where you are currently employed or a company with which you are familiar. It must be an organization that is researchable, as you will need to gather and analyze information in order to complete the assignment.

If you choose the organization where you are currently employed, please keep in mind that the analyses you develop must be based on facts that can be documented, rather than on your personal opinion as an employee.

Research the performance management system of your chosen organization and then prepare a 3–4 page paper that presents the following information:

  1. Describe the performance management system that is currently in place. Explain the formal performance feedback process.
  2. Describe any informal performance feedback that takes place.
  3. Recommend at least two best practices the organization should consider that would improve the process for employees and their managers.
  4. Support your recommendations with peer-reviewed and professional articles.

Requirements

  • Written communication: It should be free of errors, so that the overall message is clear.
  • APA formatting: Resources and citations are formatted according to APA style.
  • Number of resources: Minimum of two scholarly resources. Distinguished submissions will likely exceed that minimum.
  • Parts of paper:
    • Title page.
    • Body of paper.
    • References page.
  • Font and font size: Times New Roman, 12-point.

Viewing Your Topic From an Ecological Perspective

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All theories offer insight about the cause of any given problem, but practitioners and researchers must determine the most appropriate one. They ask themselves, “Is the selected theory the most suitable?” and “Do the key constructs of the theory align with the analysis?” To answer the first question, one needs to be familiar with the assumptions of theory and understand the merits and limitations in applying the theory to the issue. To answer the second, one needs to understand the concept of alignment.

Alignment refers to logical flow and consistency in the argument from start to finish. For example, if a social worker says that they are using Freudian theory, then the interventions used would reflect Freud’s major tenets about the role of the unconscious on human behavior. If, suddenly, the social worker uses positive reinforcement, the intervention is not aligned or not consistent with the theory. You will see the term alignment referred to multiple times in this course and throughout your doctoral journey. This will be the case when you take your research courses and when you work on your PhD dissertation or DSW capstone project.

In this Assignment, you evaluate alignment within a research study. As you read the Cho, Hong, and Logan article, notice how the authors attempt to align the various factors correlated with the phenomena of stalking to the different levels identified in ecological theory.

 

Submit a 2- to 3-page paper that addresses the following:

  • In 2–3 sentences, summarize the assumptions of ecological theory.
  • Using the Cho et al. article, focus on the authors’ analysis of the factors (variables) identified for each of the four levels (individual, interpersonal, societal, and cultural). Explain the extent to which the factors or variables identified for each of the levels align with ecological theory.
  • In 2–3 sentences, identify one of the social work practice recommendations the authors highlighted. Evaluate the extent to which the recommendation is aligned to the assumptions of ecological theory.
  • Now, transitioning to your potential doctoral capstone topic, identify your topic in one sentence.
  • In 2–3 sentences, explain how ecological theory would conceptualize your topic.
  • Identify one potential factor or variable for each of the system levels (micro-, meso-, exo-, macro-, and chrono-) of ecological theory as it applies to your topic. Use literature to ground your claims for each factor or variable for each of the systems levels.
  • Describe how findings from your study could influence social change at the different system levels of ecological theory.

. What was the nature of the dispute (i.e. what was the conflict)?     c. Were any adverse actions taken by either the union (strikes, etc.) or the employer (ULPs, etc.)?

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Instructions:

Choose a union with no less than 100,000 members.

1. Report on the union profile. How many members does the union have? How is the union’s organizational structure designed? In what industry(ies) does the union operate? How long has the union been in existence? Etc. (approximately 250 words for this section).

2. Report on a minimum of three (3) legal disputes in which the union has been involved in the last 10-15 years (approximately 250 words for each dispute). For each dispute, discuss:

a. Who were the parties?

b. What was the nature of the dispute (i.e. what was the conflict)?

c. Were any adverse actions taken by either the union (strikes, etc.) or the employer (ULPs, etc.)?

d. How was the dispute resolved (i.e. mediation, arbitration, litigation, etc.)?

e. What was the final outcome?

Submission Instructions:

This assignment should at a minimum contain 1,000 words of content (double spaced) and should be in APA format including a properly formatted cover page (abstracts are optional) and a reference page with at least three (3) NEW references (“new” here means references that you have not already used in previous assignments in this course).

With all assignments, include properly formatted in-text citations within the body of your work for each of your listed references so the reader can ascertain your original thoughts or ideas as well as the portion of your work that is credited to credible sources. This assignment uses Turn It In for originality verification.

Submit the weekly written assignment as an MS Word attachment (.doc or .docx format). A recommended font is 12pt Times New Roman.

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Choose one other student’s paper – one not chosen yet if possible – and provide a peer review. Follow the Evaluation guidelines in the assignment and in Peer Review

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You have been working hard on your Managed Health Care Project paper. This is the week to share your rough draft with a classmate in a peer review. In turn, one other student will give you feedback on your own paper. Here are guidelines:

  1. Check your work against the original assignment in Week 02, especially where the criteria for Evaluation are listed. Remember, for APA guidelines, go to your college’s Online Library, which you can access through the Resources tab. Submit your rough draft (with annotated bibliography and outline at the end) as early as possible in the week. Include your name and topic in the subject panel. In the message space, write a brief summary of your work. Study your peer reviewer’s comments after your paper is returned.
  2. Choose one other student’s paper – one not chosen yet if possible – and provide a peer review. Follow the Evaluation guidelines in the assignment and in Peer Review Suggestions in Course Materials. Be honest. Be fair. Be an encourager!

Please make your initial post by midweek, and respond to at least one other student’s post by the end of the week. Please check the Course Calendar for specific due dates.

Need Help? Click here for complete discussion forum instructions.

Technical Requirements

An original research paper with a body of 6-8 pages. In general, your paper should consist of the following pages:

Title Page – captivating title, your name, title of the course, date

Body – 6-8 pages of introduction, background on your topic, research support, personal evaluation, strong conclusion.

References Cited page – in APA format.

Research and Writing Requirements include:

  1. Proper mechanics: clear, concise, complete sentences and paragraphs, proper spelling, grammar and punctuation. (See style handbooks recommended by your college’s Online Library, which you can access through the Resources tab.)
  2. Five or six sources for the paper from your research. Your textbook is a good resource. Internet resources should be reliable as at a university or government website. Please use one or two sources as available from your college’s Online Library. Use statements and ideas that you have come up with on your own and blend these in with your research. Do not plagiarize. If you want to use actual words from a source, put them in quotation marks with the source.
  3. Follow APA format for citing your sources. For APA guidelines, go to your college’s online library which you can access through the Resources tab.

Evaluation

Your instructor will evaluate your project according to your topic selection, thesis and outline, annotated bibliography, peer review, and final paper delivered in proper format as follows:

  1. Select Your Topic
    1. Brings early focus to subject matter.
    2. Topic has meaningful relationship to the managed care system.
  2. Thesis and Outline
    1. Strong thesis statement outlines the path that your project will follow.
    2. Outline supports thesis, listing topics and sub-topics for your project.
  3. Annotated Bibliography
    1. Annotated paragraphs for at least 3 sources include summary of the source, an evaluation, and description of source’s usefulness.
    2. Properly formatted using APA guidelines.
    3. Mechanics follow required standards.
  4. Peer Review
    1. Initial post includes rough draft, outline, annotated bibliography, outline, and a brief summary of your work.
    2. Features response to at least one other student’s post, providing detailed suggestions and encouragement.
  5. Final Paper
    1. Follows all Project assignment details and technical requirements, presenting “a managed care-related topic, thoroughly explaining what it is, why it’s important, and how it fundamentally impacts the managed care system today.”
    2. Incorporates suggestions as needed from peer review.
    3. Incorporates key elements of a quality research paper:
      1. Strong thesis statement that states the main point of your project and suggests the path that your project will follow.
      2. Attention-getting introduction moving into quick transition that leads into thesis. Captures readers’ attention.
      3. Topic sentences relate back to thesis statement. All information is relevant to thesis.
      4. Logical transitions between paragraphs and ideas provide unity and coherence to the whole. Clear organization.
      5. Concluding paragraph sums up information and reiterates thesis.
    4. Mechanics follow required standards. (Spelling, grammar, sentences written according to standard English.)
    5. APA format is followed in parenthetical references to research in the body of the text and in the annotated bibliography in the References Page at the end.

If you have any questions throughout this project, please ask your Instructor. Post ideas and questions for your classmates in the General Course Questions forum in the Getting Started folder of this course.

Submit your completed assignment by following the directions linked below. Please check the Course Calendar for specific due dates.

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It’s time to submit a rough draft of the paper you are writing for your course project. This will give your faculty member the opportunity to provide feedback and suggestions for your final paper due Module 10.

The rough draft of your 8-10 page paper should contain an introduction leading to your thesis; the body with at least two sections to cover the two areas of potential changes providers will experience as a result of the affordable health care act; included here are your thoughts on causes of the changes, short-term effects, and long-term effects. Your conclusion summarizes your perspective on the issue as introduced in your thesis. The four research sources from your annotated bibliography should be presented in APA format at the end of the paper.

Be sure to proofread your paper one more time. Also, make a checklist of the requirements found in Module 02 Course Project – Introduction.

Submit your completed assignment by following the directions linked below. Please check the Course Calendar for specific due dates.

Save your assignment as a Microsoft Word document. (Mac users, please remember to append the “.docx” extension to the filename.) The name of the file should be your first initial and last name, followed by an underscore and the name of the assignment, and an underscore and the date. An example is shown below:

Jstudent_exampleproblem_101504

Need Help? Click here for complete drop box instructions.

Weltee,

Please see attached for notes.

Module 04 Course Project – Initial Outline

Scoring Rubric:

Discuss how some of the cultural facets mentioned compare to those among employers you have worked for, and explain the difference in the views of these various employers.

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2-3 Short Paper: HR, Culture, & Business Results; Success at Google, Scripps & UPS

Read this case study and answer the questions in essay format. Be sure to follow APA guidelines and write your paper in essay format, not as question and answer.

Guidelines for Submission: Short papers should use double spacing, 12-point Times New Roman font, and one-inch margins. Sources should be cited according to a discipline-appropriate citation method. Page-length requirements: 1–2 pages

Firms in a variety of industries have been recognized as being among the Most Admired Companies by Fortune magazine. Others have been highlighted as being the Best Companies to Work For by Fortune or as Optimas Award winners by Workforce Management. These recognitions contain some common elements because of how HR management has contributed to organizational success and is being positively viewed by employees. Three examples are highlighted here. One recognized firm is Google, which is well known by many individuals because of its Internet components. Google has an HR image as a creative contributor to business objectives through its work environment guided by HR. According to the head of HR at Google, Lazio Bock, the overriding key of HR at Google is its emphasis on organizational culture and business objectives. The focus of Google HR is on giving its employees flexibility to produce results, not just following core job requirements. Consequently, HR at Google has established innovative efforts for its people and has made the administrative part of HR efficient. Minimizing numerous HR administrative forms, data, and reports by using technology has occurred, which would be expected in a prominent technology firm. At Google, HR communicates to its employees extensively about business objectives, organizational results, and relevant current information. Because many of the Google employees are stock shareholders also, they have a personal interest in Google being a successful business. Thus they continuously want to know the operational results by seeing current reports, data, and information. Overall, Google’s HR approach is unique in comparison to the approaches at other companies recognized by Fortune, but its success illustrates that how HR is established and operates can be a key to organizational success. A different firm with a variety of organizations and a strong HR culture is Scripps Network, a prominent television and communications corporation. At Scripps, HR plays a core role in establishing strategic goals and efforts. Even when Scripps has merged separate media firms, HR has focused on getting the cultures of the two entities to integrate effectively. Several HR functions are used to support the culture and core values at Scripps. One is an active pay-for-performance system to reward employees at higher job levels with base pay increases, annual incentives, and long-term incentives. Another key part of HR efforts at Scripps is that HR emphasizes leadership development throughout the firm. Additionally, the firm has widely used work variability efforts such as worklife balance, telecommuting, and worker flexible schedules. These are done as part of a core value at Scripps of “compassion/support.” A different firm with an extended history of effectively integrating corporate culture and HR is UPS, the transportation and logistics delivery firm that operates worldwide. Its culture is different from the cultures of Google and Scripps; however, for more than a decade, UPS has been recognized for its corporate integrity, culture, and HR inclusion with employees. UPS has emphasized linking HR with business objectives and uses communication and intranet programs to ensure that employees are kept constantly informed on business objectives and workforce challenges. One well-recognized component at UPS is the established codes of conduct that are consistently reviewed with all employees. These reviews include specific examples of ethical situations that employees may face and how to respond to them. Annually, managers complete a “conduct code” report that asks specific questions about ethical problems that have arisen during the year. These three firms are in different industries, have different cultures, and use a variety of HR efforts. However, each of them has been recognized for implementing HR as core to their organizational cultures and successful business results.

1. How does the integration of HR with the organizational culture contribute to the success of Google, Scripps, and UPS? To find ideas, go to the corporate website for each of these companies and search for additional insights.

2. Discuss how some of the cultural facets mentioned compare to those among employers you have worked for, and explain the difference in the views of these various employers.