Training and Development: Addressing Performance Challenges at Peoples Credit Union
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Added on 2023/06/04
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This article discusses the challenges faced by Peoples Credit Union due to poor training and development strategies. It suggests steps to address the performance gap and improve customer satisfaction.
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Running head: TRAINING AND DEVELOPMENT Training and development Name of the student: Name of the University: Author note:
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1TRAINING AND DEVELOPMENT Gap analysis The Peoples Credit Union is one of the well-known company that assists the customers with financial advice, products and services (Peoples-credit-union.com, 2018). However, in recent times, the company has been facing certain challenges and this has lead to customer dissatisfaction. In the below discussion certain current status is highlighted for the purpose of analysing the gap between the current status and the status that the company aims to achieve. Current state The customers’ complaint regarding rude behaviour and lack of knowledge about the information they tend to offer to their customers. This have left the customers with dissatisfaction. It has been observed that the training and development strategy that the company has adopted is not up to the mark and as a result of which the staff members are not able to execute quality performance. The new recruits of the company does not acquire sufficient amount of training and as a result of which the staff members cannot deliver the performance that the customers expect to satiate their banking needs. It has been even observed that the company’s one of the goals is to provide its customers with quality customer service however, due to the inability of staff members performing poorly the company is lagging behind in achieving their goal. Desired state The company wants to improve its current status and desires to achieve the following list of developments –
2TRAINING AND DEVELOPMENT To increase the quality of services in order to fulfil the significant goals of the company. To introduce an on job training session for a period of at least a month for the new recruits. To take necessary steps in order to improve the training and development strategies of the company. To increase the rate of customer satisfaction by delivering quality services to the customers and therefore decrease the complaints from the customers regarding the services offered by the bank. Training programme to address the gap From the above discussed analysis it has been observed that the company’s key challenge is the increasing amount of complaints from the associated customers regarding the services offered by the company. The staff members that are associated with the company are not able to deliver quality performance and as a result of which it is leaving the customers with dissatisfaction. Henceforth, it can be rightly said that the company needs to provide the staff members with a well-constructed training and development programme so that they could efficiently deliver the performance that they are required to deliver (Arthur, Edens & Bell, 2013). The new recruits that are hired do not receive sufficient training. It is essential to provide the new recruits with on job training so that they get better practical knowledge related to their job role and can eventually deliver quality performance. It is evident that the customer complaints are mostly related to customer service agents of Peoples Credit Union that do not have the sufficient knowledge related to banking. Henceforth, it can be said that along with the training programmes, the recruitment procedure must also be well-constructed so that they could hire candidates that have basic skills related to this job role.
3TRAINING AND DEVELOPMENT Steps to take at Organisational analysis Organisational analysis is a procedure with the help of which a company or an organisation is able to analyse the working environment, operations and developmental strategies of the company (Dermol & Čater, 2013). This analysis helps the organisation to bring out the obstacles or challenges that the company is going through. Some of the steps that the company can take at the organisational analysis level are as follows – In order to carry out organisational analysis and detect the gap that is present within the company the first step that the company must take is to identify the goals and objectives and clearly disseminate the goals of the company to the new recruits of the company. The second step that the company shall be initiating is to conduct a SWOT analysis that will help the company to determine its strengths and weaknesses (Phadermrod, Crowder & Wills, 2016). It shall even find out the potential threats and opportunities where the company can take steps to improve and develop. The third step would be conduct a skill analysis that shall help the company to detect the skills or needs that the workforce of the company requires in order to accelerate the rate and quality of performance delivered by the employees (Elo et al., 2014). The results obtained from the above mentioned analysis shall be reviewed by the organisation and necessary strategies shall be constructed in order to overcome the gaps. Task analysis For the purpose of being more efficient and enhance the quality of performance the company shall conduct task analysis. The following steps shall be taken in order to initiate tsk analysis –
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4TRAINING AND DEVELOPMENT The first step is to implement a process of time recording so that the organisation can record the amount of time required for completing a certain task. The second step that shall be executed by the company prioritising the decisions that shall be taken up by the company in order to improve or enhance the performance of the employees. Prioritisation is the step where the company will analyse the strategic decisions taken up by the company. It is in this step where the company shall review the essential resources required by the employees in order to improve or complete their tasks efficiently. The third step that shall be taken up by the company is to monitor the strategies taken up by the company to improve task related performance of the employees. This shall be executed by analysing the key performance indicators that will help to review the efficiencyofthestrategiestakenupbythecompanytoimproveemployee performance. The following step is to analyse the results gathered from the monitoring procedure and then compare it with priority time plan. This analysis will help the company to detect the incompatibility between the time plan execution and the prioritisation step taken up by the company. Lastly, the optimisation of strategic decisions and priorities time plan is assessed in order to increase the efficiency of the measures taken up by the company to bring in improvement in performance of the employees. Person analysis In order to efficiently conduct person analysis, the following steps shall be taken and they are – The first step that the company shall take is to define and determine the desired performance that the company seeks from its employees. This shall enable the
5TRAINING AND DEVELOPMENT company to draw out comparisons between the performance level of each staff members against the standards for the purpose of detecting any incompetence’s and if there is any nned for training. The consecutive step shall be to determine the comparison between the desired performance that the company aims to achieve and the actual performance that the company is producing. This shall be obtained with the help of data work samples, observations and others. The third step is to identify the obstacles that come in way of achieving the desired performance. Identification of obstacles can be obtained by determining the source of thegapbetweentheactualanddesiredperformanceoftheemployees.The identification of these problems shall help the company to structure their strategies with the help of which they could enhance the employees’ performance and can increase the productivity of level of the employees. The last step shall be to implement most suitable strategies after reviewing and evaluating the data from the above mentioned analysis. The data obtained shall help the company to structure the most appropriate strategies that shall be implemented to enhance and develop the performance of each employee associated with the company. Challenges team could encounter From the above discussion it can be said that the need analysis is extremely essential for this company as the employees are suffering from performance challenges that is affecting the productivity as well as the reputation of the company. However, the major challenges that the team members are facing are the lack of training programmes executed by the company. The training and development strategies must be upgraded for the tenured employees along with the newly recruited employees as well. The newly recruited employees must be given on job training sessions that shall increase their practical knowledge to a significant level. In
6TRAINING AND DEVELOPMENT addition to this, the tenured employees shall be given frequent training programmes related to banking from banking professionals and expert. This initiative shall enhance and develop the skills of the existing employees even more and ultimately affect upon the performance level of the employees. These steps can significantly accelerate the rate of the performance and can achieve the desired performance that the company wants to achieve. It shall even help the company to achieve the goals and objectives of the company that is to provide quality services to the customers and maintain a strong customer relationship for a long term.
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7TRAINING AND DEVELOPMENT References Arthur Jr, W., Bennett Jr, W., Edens, P. S., & Bell, S. T. (2013). Effectiveness of training in organizations: A meta-analysis of design and evaluation features.Journal of Applied psychology,88(2), 234. Dermol, V., & Čater, T. (2013). The influence of training and training transfer factors on organisational learning and performance.Personnel Review,42(3), 324-348. Elo, S., Kääriäinen, M., Kanste, O., Pölkki, T., Utriainen, K., & Kyngäs, H. (2014). Qualitativecontentanalysis:Afocusontrustworthiness.SAGEopen,4(1), 2158244014522633. Peoples-credit-union.com|Mission/VisionStatement.(2018).Retrievedfrom https://www.peoples-credit-union.com/about/mission-vison/ Phadermrod, B., Crowder, R. M., & Wills, G. B. (2016). Importance-performance analysis based SWOT analysis.International Journal of Information Management.