Training and Development in the Organization of Telstra Corporation Limited

Running head: TRAINING AND DEVELOPMENT
Training and Development
Name of the Student
Name of the University
Author’s Note:

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TRAINING AND DEVELOPMENT
Executive Summary
The main aim of this report is to understand about training and development in the organization
of Telstra Corporation Limited. They have faced issues related to customer dissatisfaction and
loss of financial position. As a result, it is needed to increase their employee skills by providing
them with proper training. This report has analysed different needs of training and outline of a
program for such training.

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TRAINING AND DEVELOPMENT
Table of Contents
1. Introduction..................................................................................................................................4
2. Discussion....................................................................................................................................4
2.1 Description of the Strategic Business Issue in Telstra...........................................................4
2.2 Identification of 3 Training and Development Needs related to the Strategic Business Issue
in Telstra......................................................................................................................................5
2.3 Preparation of an Outline of a Training and Development Program for addressing one of
the Three Needs...........................................................................................................................7
2.4 Description of the Learning Theories that underpin the Design of the Training and
Development Program.................................................................................................................8
2.5 Description of the Process to Evaluate the Success of the Program in Telstra...................10
3. Conclusion.................................................................................................................................10
References......................................................................................................................................11

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TRAINING AND DEVELOPMENT
1. Introduction
Training and development includes proper improvement of the overall effectiveness and
efficiency of the companies as well as the teams and individuals within them (Noe & Kodwani,
2018). The following report outlines a brief discussion on a strategic business issue of customer
dissatisfaction in Telstra with analysis of different aspects of training of development for the
employees.
2. Discussion
2.1 Description of the Strategic Business Issue in Telstra
Telstra Corporation Limited is a popular and significant telecommunications organization
in Australia that builds as well as operates different telecommunications networks and markets
voice, mobile, internet accessibility as well as any other product or service related to
telecommunications (Telstra.com.au. 2018). They have been getting some of the most distinct
and noteworthy advantages while maintaining their position in the top and hence gaining major
popularity. They are going a complete change program in the business and are becoming
customer focused. However, recently they have faced an issue related to customer
dissatisfaction. Moreover, this particular organization is also facing issues related to financial
turmoil (Telstra.com.au. 2018). It is required to ensure that all customers are highly satisfied with
their products and services, so that maximum productivity is being gained without much
complexity.
A brand new strategy is being implemented by them for the core purpose of improving
the customer experiences and even cutting down cost (Telstra New Strategy. 2018). They have
created a completely new infrastructure business unit, called InfraCo that is effective for driving
performances and also providing futuristic options for a demerger or the entry of a strategic
investor within their entire telecommunications industry of Australia. The radical transformation
of different customer plans or pricing for delivering improved customer experiences. Moreover,
it is required to increment their productivity program for ensuring that the organizational output
is increased and Telstra remains a premium brand for gaining maximum success without much
complexity (Telstra New Strategy. 2018). One of the major reasons of customer dissatisfaction in
Telstra is that the employees are not well trained, as compared to any other organization in
Australia.