Importance of Staff Training on Customer Satisfaction: ALDI Case Study

This research project examines the importance of staff training and development on customer satisfaction, using ALDI as a case study. The project includes an introduction outlining the research aims, objectives, and questions, followed by a literature review exploring the impact of effective training on employees and customer satisfaction. The methodology section details the research design, approach, data sampling, and ethical considerations. The data analysis section presents findings with graphs and charts. The conclusion and recommendations summarize the key findings and suggest areas for improvement. The project utilizes both primary and secondary research methods, including qualitative data analysis. The research aims to evaluate the importance of effective training, determine its impact on customer satisfaction, and examine its appropriateness for ALDI's employees. The project follows a structured schedule, including a Gantt chart, to ensure timely completion. The study emphasizes the significance of staff training for enhancing employee skills and improving customer satisfaction, ultimately contributing to ALDI's success.

Research Project -
Importance of effectiveness of staff
training and development on customer
satisfaction – A case study on ALDI.

Table of Contents
CHAPTER 1 – INTRODUCTION..................................................................................................1
1.1 Background of research.........................................................................................................1
1.2 Research aims and objectives................................................................................................1
1.3 Research questions................................................................................................................1
1.4 Significance of research........................................................................................................2
1.5 Scope of research.................................................................................................................2
1.6 Appropriate schedule for agreed research.............................................................................2
CHAPTER 2 – LITERATURE REVIEW.......................................................................................4
2.1 Introduction...........................................................................................................................4
2.2 Importance of effective training and development to employees.........................................4
2.3 Impact of effective training and development on customer satisfaction ..............................4
2.4 Results of effective training and development on an association.........................................5
CHAPTER 3 – RESERACH METHODOLOGY...........................................................................6
3.1 Type of investigation.............................................................................................................6
3.2 Research Design....................................................................................................................6
3.3 Research Approach...............................................................................................................7
3.4 Data Sampling.......................................................................................................................7
3.5 Ethical consideration.............................................................................................................7
3.6 Limitations............................................................................................................................8
CHAPTER 4 – DATA ANALYSIS................................................................................................9
4.1 Introduction...........................................................................................................................9
4.2 Data interpretation with graphs and charts............................................................................9
CHAPTER 5 – CONCLUSION & RECOMMENDATION.........................................................15
5.1 Conclusion...........................................................................................................................15
5.2 Recommendation.................................................................................................................15
CHAPTER 6 – REFERENCES.....................................................................................................16

CHAPTER 1 – INTRODUCTION
1.1 Background of research
Every project needs to be completed in an appropriate and significant manner. It has
several aim and objectives which help in concluding the best results for a company so that better
productivity could be managed and encouraged properly. It is essential for an organisation to
choose an appropriate concern which is termed as the major issue and reflect whole project on
that. This will increase chances of concluding the best results for a company through which
management will become able to make things correct and appropriate in nature (Abraham,
2012). This project is based on staff training and development on customer satisfaction as by
providing appropriate and suitable training to each and every employee, they become productive
in nature by improving all skills and qualities properly. Hence, ALDI is one of the most famous
grocery stores in world that has more number of outlets and they really require large workforce
in order to make their working more appropriate in nature.
1.2 Research aims and objectives
Aim: The aim for this project is to determine the importance of effectiveness of staff training and
development on customer satisfaction – A case study on ALDI.
Objectives: These are the goals and targets on which whole project is based on. The
objectives for present study are:
 To evaluate the importance of effective training and development for staff members
 To determine the impact of effective training and development on customer satisfaction
for ALDI
 To examine the appropriateness of effective training and development to ALDI’s
employees
1.3 Research questions
The research questions for present study are as follows:
 Does effective staff training and development important to enhance their skills?
 What will be the impact of effective training and development on customer satisfaction?
 What will be the results of effective training and development on employees of ALDI?
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1.4 Significance of research
This research is helpful for a company in order to take effective and appropriate
judgement. Management of an association leads to enforce that each and every thing will get
done properly (Anitha, 2014). Every research has its own significance for a topic so that better
and appropriate outcomes could be managed. It is essential to determine all pros and cons of a
topic through research which facilitate an option to conclude and manage right things over
business activities and operations. Research significance could determine on the basis of various
aims and objectives and on them suitable questions get described. Hence, by using suitable
methods and appropriate gaps identification make the project outcomes more appropriate in
nature.
1.5 Scope of research
Scope is stated about future oriented things which enable in making the project outcomes
appropriate and effective in nature. Thus, this will provide and support in determining all
relevant opportunities which are related with matter of fact so that better working and activities
will get done. Research scope is define for the range or extent to where the whole investigation
lead to get finished. Hence, scope of research define all the extent areas where business could
expand them by analysing all related aspects and factors in an appropriate and convenient
manner.
1.6 Appropriate schedule for agreed research
It is essential for a project to follow a specific procedure in order to make things correct
and appropriate in nature (Cummings and Worley, 2014). Thus, it requires to prepare a Gantt
Chart which signifies and define a time scale which have to follow by a researcher properly in
order to execute project properly. Thus, for this project, Gantt chart includes all essential
activities which lead to include in this project from topic selection to its submission.
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CHAPTER 2 – LITERATURE REVIEW
2.1 Introduction
Literature review is a consent which gets done on the basis of various authors’
perspectives and ideas. It is essential to include and evaluate various scholars’ ideas before
executing any investigation or study in an appropriate manner. Thus, this literature review will
get done and fully based on effectiveness of staff training and development on customer
satisfaction for which various author’s perspective could be analysed.
2.2 Importance of effective training and development to employees
Training is an exercise or a thing through which appropriate direction for skills would be
provided. The next step after training is development which enables in enhancing the skills of an
individual so that an individual’s productivity could be improved. Thus, effective training and
development will lead to support in improving the working ability of an individual in an
appropriate and suitable manner. According to the Elnaga and Imran, 2013, training work as a
major source for an organisation which improve skills and ability of a person. This speech stated
that, business managers and leaders have to make their keen focus on employees abilities, and try
to determine that which area need more improvement. Thus, effective training is helpful and play
a vital role in order to develop and grow employees of a company so that better and effective
working could be promoted.
2.3 Impact of effective training and development on customer satisfaction
Effective training and development is helpful in order to make things correct and
appropriate in nature. Thus, impact of effective training and development supports in enhancing
customer satisfaction of a company so that better results in the future context would be gained.
As per the view point of Hong and et. al., 2012, customers are the god of business which
facilitate an association to get sustain into keen competitive market world. Hence, if managers
and leaders will lead to provide appropriate training and development programmes to employees
then it will enhance customer satisfaction. A satisfy user is always support business to get and
retain maximum number of customers and it will also support in attracting more and more users
for a business. Hence, impact of effective training and development will lead to reflect positive
in nature so that better relative outcomes could be gain.
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2.4 Results of effective training and development on an association
Results and outcome get accomplished once the project gets finished. Hence, business
needs to take future perspective in account and provide effective training as well as development
to each and every employee of a company. Thus, its future results will lead to become positive in
nature so that better working could be encouraged and every employee will get motivated as
well. According to the Kalargyrou and Woods, 2011, training and development results are
always positive in nature if they deliver in a right and appropriate frame. This study reflect and
evaluate the results of effective training and development on an association. Managers and
leaders have to render quality training to each and every staff member of a company so that they
become able to gain effective and appropriate results in future context. This will support an
association to grow in long term context and all plan get accomplish properly.
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CHAPTER 3 – RESERACH METHODOLOGY
Investigation is the best source to conclude and derive best results for a company.
Research methodologies are the elements which are helpful in preparing a report properly.
Hence, better and appropriate aspects have to be chosen by a researcher properly so that
appropriate outcomes could be gained (Karim, Huda and Khan, 2012). It is essential to determine
investigation types as well as appropriate design for the project so that effective outcome could
be gain. By using suitable methods, all aims and objectives for a report get accomplish in a well
defined manner so that suitable gains could be promoted.
3.1 Type of investigation
Every project requires suitable manner and a framework on the basis of which whole
investigation or study will get completed. Business managers have to determine one of a best
type of research properly so that they can make effective and appropriate projects for future
context. Thus, there are mainly two types of methods are identify which are associated with
project; primary and secondary. Primary source of information of information gather through
raw data in which questionnaire is used on the other hand secondary source of information is
completely based on existing data or information of a company. Under these two approaches,
two distinct methods are also evaluated which are qualitative and quantitative. For this project,
qualitative data is used which supports in making comparison between two aspects by preparing
various graphs and charts for the project.
3.2 Research Design
It is essential for every research to prepare and create an appropriate design for the
project so that better and effective study will get done. Hence, design is signifies as a framework
or creation in which research data get evaluated properly. Thus, suitable working have to get
done properly by selecting appropriate framework. There are mainly three types of design are
evaluated for a project which made a positive impact on study: descriptive, exploratory and
experimental (Kumar, Garg and Garg, 2011). There are mainly three types of designs used which
are descriptive, exploratory and experimental. Every manner has a definite working process on
study and for this project mainly, descriptive research method will be used which will lead to
describe the whole study in a detailed manner. By using literature review, appropriate gaps get
identify on which design get determine properly.
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3.3 Research Approach
Research approaches are of two types which are inductive and deductive. It is essential
to take such considerations in account and choose best one to implement the project successfully.
For organising the qualitative research method, inductive approach is utilised which facilitates in
making things correct in nature (Lovelock, 2011). It is essential to use suitable concept for a
study so that management can extent their working at limits where all positive impacts and
possess could examine properly. Hence, it is a duty of researcher to use and take suitable
approach in account for making more appropriate consideration in nature.
3.4 Data Sampling
Sample is a selected population on which whole study will get communicated properly.
It is essential to take and select appropriate sample for the project in which ethical outcomes
could be gained. Data is an information which gather from diverse respondents whom are related
with selected project. Data sampling is a process which is based on collection and gathering of
information in order to make effective decisions. Hence, researcher needs to select 50
respondents for taking feedbacks. All respondents are selected on the basis of random sampling
method because they all are employees of a company whom signifies importance of staff training
and development.
3.5 Ethical consideration
Ethics are all moral values which made a vast impact on an individual performance and
working. Ethical considerations are all such points whom are based on values and belief so that
an appropriate investigation would take place. There are various beliefs are associated with a
study which have to take in account by researcher properly and then execute the rest process in a
well defined manner. Researcher have to make the information confidential in nature so that
norms get fulfil properly (Pelit, Öztürk and Arslantürk, 2011). Another major ethical
consideration is related with legal aspects and information collection. Many times, collected data
become unethical in nature in which chances of duplication are more. Thus, business study
require ethical consideration of data so that better and effective working could be encourage
properly. For this project all information are collected through reliable sources by using websites
as well as raw data is used for the project by organising questionnaire survey.
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3.6 Limitations
Limitations impacted study the most which arise only by not complying with all aspects
properly and neglect ethical considerations. Another major reason behind such consent is that to
not to use and include all essential design and steps properly (Sharma, Sharma and Devi, 2011).
Hence, for dealing with all limitations properly, it is essential to choose the most appropriate
path as well as include and fulfil all study outcomes properly. A major limitation for a project is
time, cost and huge interference of managers of a company. Hence, to make appropriate and
ethical outcomes, it is essential to prepare and plan and then accomplish all aims and objectives
properly.
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CHAPTER 4 – DATA ANALYSIS
4.1 Introduction
Data analysis is an essential part of investigation which get evaluate through various
graphs and charts and make valid results. Hence, every researcher have to understand this fact
properly and present an investigation properly by creating various charts and graphs. This study
is based on ALDI in which management wants to determine the importance of staff training and
development in order to enhance customer satisfaction. This project includes various charts and
graphical presentation so that better and appropriate understanding could manage and enhance
properly.
4.2 Data interpretation with graphs and charts
Q1. Are the training and development programmes essential for every level individuals of an
organisation?
Yes 30
No 20
Theme: Training and development events are essential for every employee of a company
Yes No
0
5
10
15
20
25
30
30
20
Interpretation: Training and development is an essential factor for business at every level. There
are various employees and staff members are present which really require suitable training.
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Hence, for improving their ability of work, training and development is an essential aspect for a
business.
Q2. Which is the most beneficial method of training determine for ALDI?
On the job training 35
Off the job training 15
Theme: Training provide with in an organisation is an essential concept
35
15
On the job training
Off the job training
Interpretation: On the job training approach perceive as an essential and important tool for a
company through which better and effective training would be provided. Thus, on the job
training approach is beneficial for a company which incur less cost and less expensive in nature
but management could be focus on off the job training as well for improving the abilities.
Q3. Does effective training lead to enhance customer satisfaction?
Agree 36
Disagree 14
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Theme: Effective training is helpful in order to enhance customer satisfaction
Interpretation: Customers are the overall concern for a business which have to get satisfy by
using suitable techniques. Thus, management of ALDI have to deliver appropriate training to
staff members of a company so that their overall customer satisfaction get enhance and better
revenue position get attain.
Q4. What will be the future impact of training and development on customer satisfaction?
Positive 38
Negative 12
Theme: Suitable training will lead to make positive impact on business
0.8 1 1.2 1.4 1.6 1.8 2 2.2
0
0.5
1
1.5
2
2.5
38
12
Interpretation: Every business need sustainability in business environment market. Thus, for
gaining positive reflection about business operations, ALDI have to provide effective training to
employees so that future impact become positive in nature. Thus, for gaining sustainability,
11
Agree Disagree
0
5
10
15
20
25
30
35
40 36
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management have to deliver appropriate training to employees for better productivity and
outcome.
Q5. Does effective training will enhance an individual skill and ability for work?
Yes 40
No 10
Theme: Individual skills get improve through effective training
Yes No
0
5
10
15
20
25
30
35
40
40
10
Interpretation: Effective training always support an individual to grow and become competitive
in nature as well. Thus, management of ALDI have to render effective training to every staff
member so that a person skill and abilities get enhance. Hence, on the job and off the job training
both are helpful for personal growth and development.
Q6. Does training and development is appropriate and helpful for every staff member of a
ALDI?
Yes 38
No 12
Theme: Training and development is helpful for each and every staff member of a company
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Yes No
0
5
10
15
20
25
30
35
40
38
12
Interpretation:A major concern for ALDI is to identify that training and development events are
appropriate and helpful for staff members or not. Thus, managers and leaders signifies each and
every consent properly to individuals and groups properly which completely stated that training
and development is appropriate and helpful for staff members of a company.
Q7. Will training and development enable ALDI to retain their employees?
Agree 37
Disagree 13
Theme: Effective training consider as best source for retaining employees
0.8 1 1.2 1.4 1.6 1.8 2 2.2
0
5
10
15
20
25
30
35
40 37
13
Interpretation: If company have high turnover on employees recruitment then it stated that
company environment is not appropriate in nature. Thus, it is important for an organisation to
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provide appropriate training to each and every employee of a company so that they become able
to retain them properly. ALDI have to render proper quality training services to employees so
that their trust and faith towards management remain constant.
Q8. Does employees become productive in nature or not?
Yes 39
No 11
Theme: Training make associates productive in nature
Interpretation: Productivity of associates are based on appropriate training and development.
Hence, all employees of ALDI become productive in nature by gaining and providing effective
training to employees. This will also contribute most in enhancing and increasing revenue
generation capacity of an organisation through which they become able to get sustain into market
world for long term context. Hence, ALDI leaders are effective in nature and they provide
appropriate training through which employees and staff members become productive.
Yes No
0
5
10
15
20
25
30
35
40
39
11
Q9. Any further suggestion or recommendation for improving training and development events
for ALDI?
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CHAPTER 5 – CONCLUSION & RECOMMENDATION
5.1 Conclusion
It get concluded from the project that staff training and development is a helpful measure
for each and every organisation. Through this aspect, business become able to maximise their
productivity and sales as well as customer satisfaction also get enhance. There are various
methods of training are identify like on the job and off the job. Out of which on the job training
approach is consider as best one because it is cost efficient in nature. Many employees of a
company stated that by delivering quality training and development programmes it will support
in life long learning so that better and appropriate results would get attain. Thus, by applying this
study on business, management will lead to maximise their customer satisfaction.
5.2 Recommendation
Study is a composition of various section in which data analysis provide support in
determine the areas which need to get improved. ALDI managers or authority have to evaluate
all aspects and elements properly which gather through research and make appropriate
improvisation in their working which are as follow:
 One of an area which have to get implement in project is that start providing off the job
training to employees. This enable them in order to enhance skills and employees become
able to gain more knowledge. Along with this, their working style also get improved.
ALDI managers have to start providing off the job training as well with on the job
training.
 By delivering quality training, skills get enhance properly which enable business to retain
employees. For retaining employees and control turnover, ALDI have to deliver and
render appropriate training to their employees so that their working get improved and
more and more relative outcomes get gain.
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CHAPTER 6 – REFERENCES
Books and Journals
Abraham, S., 2012. Job Satisfaction as an Antecedent to Employee Engagement. SIES Journal of
Management. 8(2).
Anitha, J., 2014. Determinants of employee engagement and their impact on employee
performance. International journal of productivity and performance management.
Cummings, T. G. and Worley, C. G., 2014. Organization development and change. Cengage
learning.
Elnaga, A. and Imran, A., 2013. The effect of training on employee performance. European
Journal of Business and Management. 5(4). pp.137-147.
Hong, E. N. C. and et. al., 2012. An effectiveness of human resource management practices on
employee retention in institute of higher learning: A regression analysis. International
journal of business research and management. 3(2). pp.60-79.
Kalargyrou, V. and Woods, R. H., 2011. Wanted: training competencies for the twenty-first
century. International Journal of Contemporary Hospitality Management. 23(3).
pp.361-376.
Karim, M. R., Huda, K. N. and Khan, R. S., 2012. Significance of training and post training
evaluation for employee effectiveness: An empirical study on Sainsbury’s Supermarket
Ltd, UK. International Journal of Business and Management. 7(18). p.141.
Kumar, R., Garg, D. and Garg, T. K., 2011. TQM success factors in North Indian manufacturing
and service industries. The TQM Journal. 23(1). pp.36-46.
Lovelock, C., 2011. Services Marketing, 7/e. Pearson Education India.
Pelit, E., Öztürk, Y. and Arslantürk, Y., 2011. The effects of employee empowerment on
employee job satisfaction: A study on hotels in Turkey. International Journal of
Contemporary Hospitality Management. 23(6). pp.784-802.
Sharma, S., Sharma, J. and Devi, A., 2011. Corporate social responsibility: The key role of
human resources management. Human Resource Management: Issues, Challenges and
Opportunities. 9.
Tung, A., Baird, K. and Schoch, H. P., 2011. Factors influencing the effectiveness of
performance measurement systems. International Journal of Operations & Production
Management. 31(12). pp.1287-1310.
Turkyilmaz, A. and et. al., 2011. Empirical study of public sector employee loyalty and
satisfaction. Industrial Management & Data Systems. 111(5). pp.675-696.
Valmohammadi, C., 2011. The impact of TQM implementation on the organizational
performance of Iranian manufacturing SMEs. The TQM Journal. 23(5). pp.496-509.
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