MGT5DPP: Workgroup Learning and Development Proposal for Red Telecom

This report presents a workgroup learning and development proposal for Red Telecom, an Australian telecommunications carrier, addressing challenges arising from a recent global restructure. The company experienced a rise in customer complaints due to the relocation of customer service and technical divisions overseas. The report identifies issues such as a lack of employee skills and the need for improved training, particularly within the Customer Resolution Department. It proposes the implementation of learning and development programs, analyzing the application of Behaviorism and Constructivism theories to enhance employee performance and customer satisfaction. The proposal emphasizes the crucial role of team leaders in assessing employee behavior, identifying skill gaps, and fostering a positive work environment. The report details the need for both technical and cultural training, especially for overseas call centers, and suggests individual interventions, including training courses and collaborative learning methods to address performance issues and knowledge deficits. The goal is to improve customer service, reduce workplace tensions, and adapt to the changing organizational structure.

WORKGROUP LEARNING AND DEVELOPMENT PROPOSAL
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Table of contents
Executive summary.........................................................................................................................3
Problem statement...........................................................................................................................3
Proposal objective............................................................................................................................3
Background information..................................................................................................................4
Organizational objectives................................................................................................................4
Analysis on the basis of the observation and case study.................................................................4
Gap/impact on client and/or organisation........................................................................................5
Individual intervention.....................................................................................................................5
Description and analysis of the performance issues/knowledge.....................................................6
Reference list...................................................................................................................................8
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Executive summary
Learning and development is the fundamental precursor encompassing any activity governed by
organizational boundaries. In the present case study Red Telecom organisation focuses much of
its efforts in both technological and customer service spheres. After constructive evaluation
conducted by the Team Leaders of the organisation there are sufficient lacks identified in context
with employees’ ability to meet the satisfaction of the customers. The queries of the customers
posed through the telecommunication process are failed to be met by the existing staffs due to
lack of skill and professional training and development program. It is therefore identified that
either the Behaviorism or the Constructivism theories shall be utilized to follow the steps as
mentioned to apply upon the organizational structure. Such an intervention process shall enable
Red Telecom organisation to incorporate appropriate learning and development processamong
the employees.
Problem statement
The sudden change in the overall operational process both in context with technical and customer
service department has caused severe problems. The first six months after the change took place
were evident to encounter with increased number of calls, which resulted to become a matter of
serious frustration and stress for the staffs (Kahn et al. 2017). A further instigation to this issue
got raised when the staffs faced a sense of loss of colleagues as well as their overseas
counterparts. The old structure being changed for the company has added to the overload of work
as restructuring and expansion are conducted.
Proposal objective
The relocation of the Red Telecom organisation encompasses Customer Resolution Department
for the Australian call centre. The formation of the team for the conduct of working along with a
multi-skilling labor is encouraged with the inflow of an updated team leader role.
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Background information
Red Telecom organisation is a telecommunication carrier based in Australia. They served data,
internet, fiber optic internet; web hosting and home phone product through high-speed
broadband service is caters for both business as well as residential purpose. it is only in the
recent times that Red Telecom Australia underwent a major restructuring procedure both in the
sphere of technological and customer service. The changes were taken place in context with
customer call operations (Lehmann et al. 2017). Before provision of adequate training and
learning development process a mere outsourcing call center was to be relied upon to attain
support from overseas to handle the excess enquiries. The after hour services for Australian
customers the same assistance was necessary. It is hence considered as a prospective measure to
incorporate appropriate learning and development of the definite field to suffice servicing aids to
generate the operations for the respective organisation. However, the need for cultural training
along with technical training is essential to make the operation within call centers of overseas
locations connected from Australia.
Organizational objectives
Red Telecom Organisation is known to follow their management decision regarding the
formulation of the firm’s objectives. As suggested by the management’s rationale such changes
are necessary to be brought into practice for inducing a facilitating environment for the
organisation. It shall not only contribute in enhancing the support and empowerment but also
lead to innovative solutions for the Australian customers (Horn et al. 2017). The changes were
therefore identified as extremely necessary to impact upon the company by transforming the
perceptions of Red’s service quality. As the required amount of proficiency was lacking among
the employees an elaborate session of training the necessary aspects were to be given.
Analysis on the basis of the observation and case study
On the basis of the present case study an analysis can be drawn that training is necessary through
various aspects to enhance the learning and development process among the staffs of Red
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Telecom Organisation (Kahn et al. 2017). After the analysis it can be suitably found that
obtaining feedbacks against the work that the staffs perform help them to understand the areas
they need to work in. the team leaders pose their valuable opinions regarding their working
outputs which not only enable in identification of their faults but also inhibits the tendency to
repeat such practice on different occasions. In order to convince the upper level senior
management team with the upgraded performance level, the team leader’s responsibilities are
enhanced through incorporation of skilled efforts (Horn and Kane, 2015). They are required to
take an account of members working under them. Self-reporting surveys are needed to be
conducted by such team leaders.
Gap/impact on client and/or organisation
The role of team leader is given utmost relevance in upgrading the performance level through
learning and development progress among all the staffs of the Red Telecom organisation. The
employee behavior and the work efforts are critically analysed by the team leaders. Each of the
employees tend to make faults or have their own incidents of excellence, those are critically
scrutinized or encouraged respectively by the team leader (Lehmann et al. 2017). In order to
identify and understand the gap in the skills of the staff members which are resulting in failure to
achieve the customer demands are assessed. The customer complaint nature is tried to be
configured to be able to evaluate the training process accordingly. The staffs are required to train
in such a manner that they become equipped to address the customer queries.
Individual intervention
The Team Leader is attributed to perform the pivotal role for the particular said organisation (Li
et al. 2015). Red Telecom organisation is primarily concerned with the Technological aspects
although invests most of their resources towards the Customer Resolution Department. In
context with the roles of the staff members it was found out by the team leaders that they were
incapable to fulfill the customer requirements through skilled efforts. The employees lacked in
required skills to deal with changes taking place in the internal strategic configuration. The
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employees due to failure to achieve the resolution point regarding customer services used to pass
on the complaints to higher authorities. These incidences are evident to result in workplace
tension striking with the overseas colleagues regarding matters concerning customer services
(Seidel Horn and Kane, 2015). Therefore it is necessary on the part of the Team Leader to
generate appropriate and a friendly communication process within the workplace to facilitate the
performance.
Description and analysis of the performance issues/knowledge
In order to address the gaps identified by the Team Leader in the Red Telecom organisation
some of the extremely necessary steps are required to be taken as prerequisite. The training
course acts as a potential means to build an adequate team which comprises efficient staff
members.
The diverse theoretical concepts tend to implicate upon the learning and development processes
to generate productivity among the employees (Morey et al. 2015). The behaviorism theory
indicates of the fact that any unwanted practice can be avoided and controlled by following a
certain regime. The Red Telecom organisation also adheres to implementing such a procedure
upon their employees. Behaviorism believes in the fact that on repeatition of the same habits the
habit gets automatically strengthened which helps to remove the undesired practices. On
achieving such habits bonus points in terms of incentives are extended towards the employee to
reinforce their behavior with positive attitude. Verbal reinforcements are utilized by the Team
Leaders to generate effective and proficient skilled activities by the organizational staffs
(Goldman et al. 2014). The deficit that lies with this theoretical approach states that the learners
are not prepared for problem solving and creative thinking.
The Constructivism theory is one which is regarded as a better and more appropriate approach to
gain greater acceptance among organizational scenario (Ens et al. 2017). The individual
intervention on the part of each of employees is involved in this process. This is one such
approach where case studies are of great benefit. The similar scenario that has been successfully
encountered and managed are referred to by the staffs of the organisation. This helps resolve real
life events in the most practical manner. Constructivism is that approach where learning and
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development is generated among the needed employees by assessing their problem areas.
Rigorous brainstorming is done by the Team Leaders as well as the employees to bring in the
necessary changes and managed with the changed surroundings. It is brought in by the diverting
skilled labor and effective communication process (Grason et al. 2015). A collaborative learning
measure is what mostly intended keeping relevance with the present scenario is. Group work and
collaborative development and learning methods are appropriately practiced to facilitate
appropriate behavior using Constructivism theory.
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