The Importance of Staff Training or Development and on Consumer Satisfaction
Added on 2020-10-04
23 Pages4008 Words49 Views
RESEARCHPROJECT
TITLE: To determine the importance of staff training or development and its impact on consumersatisfaction. A case study on Asda. CHAPTER 1: INTRODUCTION1.1 Overview of the ResearchTraining and development can be consist as an essential aspect of human resourcemanagement and plays effective role in development and success of business organisations.Employees training is effective in improving the skills and knowledge of people so thatemployees are able to perform organisational activities in appropriate manner (Anis, Nasir andSafwan, 2011). Employees are considered as an integral part of an organisation as they areanswerable for all activities that are conducted by each business enterprises in respect to gaininggrowth and achievement. Effective contribution of employees leads the firm towards growth andsuccess. The organisational unit tend to attain profitability and success when group of peoplewho are worked as employees or workers are participate with sprightliness in various actions offirm. The management department of firm are concern on providing training to their staff peopleas to developing skills and ability of people at work place. ASDA is a British supermarketretailer and deals in general merchandise, grocery and financial services. The company is widelyconcern on developing employees performance through providing them significant session oftraining. 1.2 Background of the Study As a large business enterprises the major focused area of ASDA is to providingsatisfaction to their buyers by offering them wide variety of goods and services as per thechanging demand and need of people at market place. ASDA Stores Ltd. Is trading as ASDA andthe firm was propounded in the year of 1965 when the supermarket owing Asquith familymerged through the associated dairies company of Yorkshire. ASDA is one of the most popularBritish supermarket retailer organizations. The firm mainly deals in wide range of retail productssuch as food, clothing, general merchandise and various other items (Beier and Kanfer, 2010).In case of retail industry employees are considered to be the heart of firm. It is necessary fororganisational units to train their employees through providing training in order to gainingattention of customers towards their firm and substance goods and services. 1
1.3 Research Aim This can be described as an important part of research project, it is a general statementwhich is concerning on the overall goal, ends and intention of the project. It is a predeterminedstatement on which whole activity of research is based on (Huber, 2011). Aim for this particularresearch is To determine the importance of staff training or development and its impact onconsumer satisfaction. A case study on Asda Ltd. 1.4 Research ObjectivesThis is an another essetial part of investoigation which helps in explaining the allvariables in detailed manner that are presented in the research aim (Blume And et. al., 2010).Objectives are interlinked with research aim, this section provide a direction to the researcher tomoving the work in right route. Some essential objectives of this particular research aredescribed as below: To identify the importance of staff training within the working environment of ASDA. To ascertain the relationship among employees training and consumer satisfaction. To analyse the measures that are adopted by ASDA in order to attaining customerssatisfaction. To evaluate various ways by which ASDA can sustain competitive advantage at marketplace. 1.5 Research Question Some important research questions are described as below: What are the importance of staff training within the working environment of ASDA? What is the relationship among employees training and consumer satisfaction? What are the measures that are adopted by ASDA in order to attaining customerssatisfaction? What are the essential ways by which ASDA can sustain competitive advantage atmarket place? 2
CHAPTER 2: LITERATURE REVIEW Introduction This is the most effectual part of research project as it required for researcher to conductan in-depth research through accumulating data and information from various resources.Literature review can be considered as a text of scholar paper which involves the knowledge andsubstantive findings in regard to a specific topic on which the whole research work is based. Inthis section of research the determined issue has to be analyse by the opinion of various authorsand writers who are giving brief description about the selected area (Brewster and Hegewisch,2017). This part helps the researcher to conducting an effective outcome through analysing theopinion of writes and authors. This section has to be done through secondary analysis. 2.1 The importance of staff training within the working environment of ASDA.As per the views expressed by shelly Frost, 2018, training plays effective role at workplace through developing organisational growth and success at market place. Training can bedescribed as a prime opportunity to explore the skills and knowledge base of all workers andemployees, this create value in enhancing organisational performance and productivity.Customer satisfaction is an essential element for organisational growth so each business firm areconcern on attaining satisfaction through providing variety of products. As a large businessorganisation ASDA is concern on providing effective training to their employees as to buildingeffective relationship with customers in order to providing satisfaction. There are variousbenefits of training within an organisation in which some are described as below: Addressing weaknesses: Each individual have some weaknesses in their skills and knowledge.An effective training session allows people to strengthen those skills and ability which arerequired to perform a task or responsibility. A development session helps to individual in gaininghigher position within work place (Costen and Salazar, 2011). Improve employees performance: In an organisation is is necessary for each individual to attendtraining session effective as to developing their skills and ability at work place. A trainedemployee is able to perform task effectively rather than an untrained worker. Training sessionalso helps in developing personal skills of people as to making their self safe form the conflictsituations. 3
2.2 The relationship among employees training and consumer satisfaction.Employees are the most essential part of each business enterprise and performs variousactivities at work point. In this modern scenario each small and large business enterprises areconcern on providing training to heir employees as to providing significant direction to gainhigh profit and growth. As per the opinion of Ross Beard, 2014, Customer satisfaction is alsoconsist to be an essential element of firm because high satisfaction is beneficial for firms growthand success. As a large business enterprises ASDA is centered on hiring skilled people at workplace in command to increasing attention of customers towards their firm and its substance goodsand services. The management department of firm are concern on providing training to eachindividual as per the job requirement in order to attaining high growth and success at marketplace. As a leading retailer brand ASDA is focused on producing innovative and attractive goodsand services as to gaining attention of people towards firm. Well trained employees are able tograbbing the attention of people towards the product through providing significant informationabout the product and services (Falola, Osibanjo and Ojo, 2014). The convincing power ofemployees helps in providing satisfaction to the people through analysing their needs and wants. 2.3 The measures that are adopted by ASDA in order to attaining customers satisfaction.According to the view point of Thomas Hobbs, 2015, customers satisfaction is crucial foreach business enterprises, in this modern era every business organisation is focused on gratifyingthe needs and wants of people at market place through producing more effective goods andservices at market place. Organisations are significantly providing training to their existing andnew employees as to enhancing their business operations at large scale. Customers are the kingof market and their choice and preference are changes as per the change arises in market trend.As a large business enterprise ASDA adopting various measures as to gaining customerssatisfaction at market place, in which some are described as below: Innovative technologies: In this modern market competition is so high so each businessenterprise is concern on adopting new and innovative technologies at work place in order topincreasing their performance and productivity at market place (Anis, Nasir and Safwan, 2011).The innovative equipments are effective in gaining customers satisfaction through producingproducts and services as per customers choice. Restoring brand Warmth: As a top retail company ASDA has a good brand image in the mindset of people. The company is concern on restoring the brand as to analysing the needs and wants4
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