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Workgroup Learning and Development Proposal

The case study focuses on the organizational change context at Red Telecom Australia and the challenges faced by team leaders in the company's customer service division. The assignment requires the development of a workgroup learning and development proposal to address these challenges.

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Added on  2020-02-24

Workgroup Learning and Development Proposal

The case study focuses on the organizational change context at Red Telecom Australia and the challenges faced by team leaders in the company's customer service division. The assignment requires the development of a workgroup learning and development proposal to address these challenges.

   Added on 2020-02-24

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WORKGROUP LEARNING AND DEVELOPMENT PROPOSAL1
Workgroup Learning and Development Proposal_1
Table of contentsExecutive summary.........................................................................................................................3Problem statement...........................................................................................................................3Proposal objective............................................................................................................................3Background information..................................................................................................................4Organizational objectives................................................................................................................4Analysis on the basis of the observation and case study.................................................................4Gap/impact on client and/or organisation........................................................................................5Individual intervention.....................................................................................................................5Description and analysis of the performance issues/knowledge.....................................................6Reference list...................................................................................................................................82
Workgroup Learning and Development Proposal_2
Executive summaryLearning and development is the fundamental precursor encompassing any activity governed byorganizational boundaries. In the present case study Red Telecom organisation focuses much ofits efforts in both technological and customer service spheres. After constructive evaluationconducted by the Team Leaders of the organisation there are sufficient lacks identified in contextwith employees’ ability to meet the satisfaction of the customers. The queries of the customersposed through the telecommunication process are failed to be met by the existing staffs due tolack of skill and professional training and development program. It is therefore identified thateither the Behaviorism or the Constructivism theories shall be utilized to follow the steps asmentioned to apply upon the organizational structure. Such an intervention process shall enableRed Telecom organisation to incorporate appropriate learning and development processamongthe employees. Problem statementThe sudden change in the overall operational process both in context with technical and customerservice department has caused severe problems. The first six months after the change took placewere evident to encounter with increased number of calls, which resulted to become a matter ofserious frustration and stress for the staffs (Kahn et al. 2017). A further instigation to this issuegot raised when the staffs faced a sense of loss of colleagues as well as their overseascounterparts. The old structure being changed for the company has added to the overload of workas restructuring and expansion are conducted. Proposal objective The relocation of the Red Telecom organisation encompasses Customer Resolution Departmentfor the Australian call centre. The formation of the team for the conduct of working along with amulti-skilling labor is encouraged with the inflow of an updated team leader role. 3
Workgroup Learning and Development Proposal_3

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