Staff Training and Development on Customer Satisfaction - Case Study on ASDA

RESERACH PROJECT

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Overview of the Research.....................................................................................................1
1.2 Background of research.........................................................................................................1
1.3 Research Aim........................................................................................................................1
1.4 Research Objectives..............................................................................................................2
1.5 Research Questions...............................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................3
2.1 Introduction...........................................................................................................................3
2.2 Effectiveness of training and development...........................................................................3
2.3 Tools necessary for gaining customer satisfaction in ASDA company................................4
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................5
3.1 Types of methodology...........................................................................................................5
3.2 Data sampling........................................................................................................................5
3.3 Sources of data......................................................................................................................6
3.4 Limitations............................................................................................................................6
CHAPTER 4: DATA ANALYSIS..................................................................................................7
4.1 Data Analysis........................................................................................................................7
4.2 Data and relation variables....................................................................................................8
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................17
CONCLUSION.........................................................................................................................17
RECOMMENDATIONS..........................................................................................................17
REFERENCES..............................................................................................................................18

TITLE:
“To determine an effectiveness of staff training and development on customer
satisfaction”. A case study on ASDA.
CHAPTER 1: INTRODUCTION
1.1 Overview of the Research
Training and development is a main part of human resource management. It is helpful in
enhancing the skills, knowledge and also competencies of people in an organisation. Training
and development is an internal part of a business firm. On the other hand, consumer satisfaction
plays a necessary role in the success of business. ASDA is a big retail business firm and it deals
in providing the large number of services and products in all over the country (Conceição and
Altman, 2011). This business firm gives the training to its staff members so that their knowledge,
skills and competencies will be enhanced and they will service their consumers in an effective
manner. Training is helpful in enhancing the skills and core competencies of staff members so
that they can serve better to consumers. If consumers will be satisfied from the services of
ASDA company then, they will be loyal for firm and also be the long term customers for ASDA
organisation. It is necessary that firm should treat its customers in a fair manner.
1.2 Background of research
Training is an important part in increasing skills and abilities of workforce which helps
management in enhancing the customers satisfaction. Training develop a positive affect on
growth of an organisation. The main purpose of doing the research to identify the customer
satisfaction with the help of training and development in ASDA company. This firm operates its
business at international level and also provide the many services and products to satisfy needs
of consumers in an effective manner (Daley, 2012). The main motive of this research report to
see the effectiveness of training programmes. In order to attract the large number of consumers,
managers of ASDA company develop an effective policies and plans. So that, sales of firm can
be enhanced.
1.3 Research Aim
The aim of this research is “To determine an Effectiveness of staff training and development on
customer satisfaction”. A case study on ASDA.
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1.4 Research Objectives
It is a necessary part and it is helpful in analysing outcomes of the different research
activities. Under this the ASDA case study is taken under the consideration for analysis purpose.
There are some objectives of research given below as above:
 To determine effectiveness of training and development on the satisfaction of customers
of ASDA.
 To examine various ways by which training and development helps in increasing selling
opportunities of ASDA.
 To evaluate methods necessary to gain consumer satisfaction (Grohmann and Kauffeld,
2013).
 To measure an affect of training and development programmes on the consumer
satisfaction.
1.5 Research Questions
The questions of research is a main component in this research project. The research
questions are prepared on the basis of research title. In context to this, it is a responsibility of
researcher to formulate effective questions which should be concerned with research by which an
effectiveness of research can be determined in an easy way (Guercini, 2014). The research
questions are given below as above:
1) What is the impact of training on satisfy the needs and wants of consumers in an effective
way?
2) What are the various ways or methods of training to increase the sales of ASDA business
firm?
3) What is the effectiveness of training and development on customer satisfaction?
4) What are the methods to gain satisfaction of consumers?
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CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
It is a very necessary part of the research project and it is also helpful in implement
different research related activities in proper manner in order to gain more output. In context to
collect the data and information, it should be relevant and related to the research topic. It is
necessary to doing an analysis of previous information and literatures extracted by the secondary
sources. Under this, training is important for the business and it is helpful in enhancing an
effectiveness of the business. The literature review is helpful in conducting a research analysis
from relevant aspects. In this part of research, researcher collect the relevant and exact data with
the helps of secondary research.
2.2 Effectiveness of training and development
In this present time period, training and development is regarded as a necessary part of
business firm to gain the success. Training is helpful for employees to maximise their core
competencies and knowledge in an effective or proper manner. In context to this, it is necessary
for the manager of ASDA company to conduct an effective training and development
programmes for staff members so that they can familiar with the working environment as well as
culture of an organisation. From this they can give their contribution in an organisation. If the
employees will provide the better services to consumers and deal with them in a friendly and
good manner, then from this consumers will be attracted towards the firm and productivity of
ASDA business firm will be enhanced.
On the basis of view point of Lim and Ting, 2013, there are many methods and tools
which managers should be use to conduct training related activities to increasing performance
level of staff members. The training decides some priorities for staff members. With the help of
training and development, communication gap among the employees and managers can be
reduce. There are some ways given below by which training and development is effective:
Accomplishing organisational objectives- In context to accomplish the long term as
well as short term business related objectives, it is necessary for company to divert all efforts of
its staff members towards the aims and goals of an organisation. With the help of training, all
employees can communicate with each other in an effective manner. According to Luo and
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Homburg, 2013, training and development is helpful in motivating the employees to achieving
common aims and objectives.
Increasing performance of business- The performance of business is depend on the
performance level of staff members. If they will perform in a proper manner, then the
development of firm will be enhanced. It can only be done with the help of training and
development programmes. From the training, working ability and performance level of staff
members will be enhanced. Firm this they work on achieving the common goals and objectives
of an organisation.
Competitive advantage- The main aim of ASDA organisation that it should appoint the
skilled people for vacant position. It will be helpful in proving the competitive benefit to
business. According to view point of Regis, 2008, skilled employees tend to give their
contribution to the high value to business. In this competition world, ASDA company should use
various effective strategies for raising performance and profit level of company.
2.3 Tools necessary for gaining customer satisfaction in ASDA company
Consumer satisfaction is a necessary component in the success of ASDA organisation. It
is measure through various business firms as per business nature. If customers will be satisfied
from the services and products of ASDA then the sales and profit level of ASDA will be
maximised. In order to satisfy the needs and demands of customers. It is necessary for ASDA to
produce goods and services according to consumers needs and provide them at the reasonable
cost. There are some tools which are necessary to gain the customers satisfaction:
Give priority to customers- It is necessary for ASDA company to give the first priority
to the consumers and their needs or demands. From this they will be attracted towards the
company services. In context to this, it is important for manager to formulate effective plans to
attract customers.
Maintain positive image- It can only be achieved through the business firms to offer
better quality of services and products to its consumers. It is necessary for firm to develop
positive image. Positive image increase goodwill of firm.
Using cost effective approach- In this, it is a responsibility of employer to firstly
determine needs and demands of consumers then manufacture goods. It is necessary that the
products which is provided to the customers should be reasonable.
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