Atlassian's Training and Development: A Comprehensive Report

This report provides an assessment of the significant force that drives training methods, specifically focusing on customer service and quality emphasis within the context of Atlassian, a software development company. The report highlights the challenges Atlassian faces due to declining client satisfaction, primarily linked to poor service quality. It justifies the selection of customer service and quality emphasis as a key area for improvement, emphasizing the need for enhanced employee skills and knowledge through training. The report then identifies leadership skills development as a critical area for the training and development program, recognizing the importance of effective leadership in driving employee performance and achieving organizational goals. The report also includes a training development plan designed to address these issues, focusing on improving communication and leadership capabilities to enhance customer satisfaction and service quality. The report references Noe and Winkler's work on training and development to support its analysis and recommendations.

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

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Executive Summary
This report provides an assessment of one significant force that drives training method. There are
several forces developed by Noe and Winkler but for this assessment of training development
plan, customer service and quality emphasis has been selected because it largely influences the
training program. It is certain that poor employee performance caused by improper leadership
can affect customer service. Consequently, the organization had to bear the loss. To develop
training development plan, the report requires involving the current organizational scenario of
Atlassian –software application Development Company. Based on the reading of chapter 1
and 2 of the textbook, Customer service and quality emphasis has been selected because
Atlassian in the recent time has observed few significant challenges in its operation- the client
dissatisfaction rate is decreasing due to poor quality of service. Likewise, On the basis of the
insight gained from the review, Leadership skills development has been considered as the
general area to be developed. Eventually, the report includes training development plan relevant
to the context discussed in the report.

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Table of Content
Introduction -...................................................................................................................................4
Considering the most significant force applicable for my current workplace.................................4
Customer service and quality emphasis:......................................................................................4
Justification (why).......................................................................................................................5
Selecting a general area that I wish to focus on for the development of training and development
programs..........................................................................................................................................6
Explaining why I chose the area..................................................................................................7
Conclusion.......................................................................................................................................8
References........................................................................................................................................9

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Introduction -
The following report provides an evaluation of the driving-forces of training method. Noe
and Winkler (2012) mention about 10 different forces that drive training method in an
organization. The report particularly focuses on one particular force-customer service and quality
emphasis, which is highly relevant to the organizational context. Based on the insight gained
from the evaluation, a particular area has been selected which requires attention for the training
and development program. The purpose of the report is to determine a particular force that drive
training and develop a training plan for the betterment of the organization.
Considering the most significant force applicable for my current workplace
Customer service and quality emphasis:
Due to globalization and rapidly changing market environment, the organizations or the
marketers observe an additional pressure of keeping quality service. As put forward by Noe and
Winkler (2012), as the trends and culture are changing, customer needs and demands are
changing and growing. People in today’s developed society look for innovation and development
in every product and service. This dynamic market environment is pushing marketers to apply a
more enhanced strategy to keep their clients or customers satisfied and retain them. On the other
side, the advancement of technology is also influencing customers’ choice and preferences.
Due to globalization, needs and demands of people are increasing and due to those
increasing needs, the number of businesses are increasing, which creates a competitive state in
the market. Consequently, Atlassian observes the need of a plan that helps in sustaining in the
competitive environment. So, the plan is to meet customer’s demands and increase customers

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satisfaction rate. Therefore, to satisfy customers and retain them, the current organization needs
to enhance its quality of service, which can be done by strengthening the internal strength such
as improving employee skills and knowledge through training.
The HR department of Atlassian realizes the fact that if the employees are not aware of present
market needs, they may not be able to provide a desired market performance. Atlassian presently
observes that many of its global clients are reluctant and hesitating to take service from the
organization and some of the clients already have tied up with the large service providers. Poor
quality of services remains as the significant factor for poor client satisfaction at Atlassian.
Justification (why)
Selection of customer service and equality emphasis as the major force for training is
appropriate for Atlassian because the organization recently observed a poor customer satisfaction
rate due to which, it becomes difficult for the firm to retain its poetical clients in the global
market. In addition to this, as the organization deals with the clients in the global environment, it
is highly necessary for the organization to maintain a high quality services. To provide a desired
ad high quality customer service, the organization needs to provide its employees with
appropriate training that help employees to understand the importance of customer service and
need for quality improvement.
Moreover, Atlassian aligns its organizational goals with employee’s individual goals.
Atlassian’s major goal is to help to advance the humanity through the power of the software.
Thus, if its clients are not satisfied with the products’ and services, organizational goals remain
difficult to achieve. Thus, training and development plan should be designed to enhance quality
of product and customer service. Noe and Winkler (2012) mentioned that customers’ service

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cannot be enhanced if the employees are not aware of the changing needs and demands of the
clients. To inform employee about these changing needs, the employees need to be aware of the
current affairs-customer needs and this can only be done through training.
Selecting a general area that I wish to focus on for the development of training and
development programs
Development of software requires core knowledge and skills about information
technology but managing employees to work towards the organizational goal requires a
consistent guidance, which should come from leaders. The leaders at Atlassian need to supervise
that each employee is performing their individual duties and responsibilities. The leaders also
need to identify whether there is any issue in the workplace that is affecting employee
performance. Leaders should take the responsibility of motivating each employee and helping
employee to achieve their goals. Thus, leadership skills development is a general but most
significant area that requires attention for training and development.
Leadership is often treated as a nebulous term, particularly in the field of the
management. Even though leadership is not conventionally taught in the organizations, candidate
posses several qualities that are require to progress at leadership. For example, quality
management requires critical thinking skills that are usually analogous to those needed for
effective leadership like evaluating complex issues, preparing solutions and creating action plan.
This leadership development area has been selected on the basis of a related strategy and tactic.
Here, the strategy particular refers to training plan that organization follow to gain success and
competitive advantages. On the other side, tactic is referred to specific steps that Atlassian
should take to accomplish goals and implement the strategy. In other sense, the strategy is

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something that organization will do to success and remain sustainable in the competitive market.
Thereby, it is worth mentioning that developing a simple training plan would not be effective for
achieving the purpose- improving customer satisfaction and quality of service software
development service.
Besides development of leadership skills, communication should also be enhanced
because if the communication is not developed properly, it could be difficult for leaders to
communicate the messages in the workforce. Moreover, a developed communication or an open
communication style in the workplace helps the leaders to identify internal workplace issues.
Noe and Winkler (2012) mentioned that communication development remains as a significant
responsibility of a leader. For example, for developing customer service, the leaders at Atlassian
must possess communication skills particularly to evaluate strength, weaknesses, positions and
trends involving teams and the organization as a whole. Furthermore, it can also be ascertained
that in order to develop a workable plan like training, the organization must have the ability to
collect information from multiple sources from both external and internal environment. Thereby,
if the leaders lack communication skills, this flow of communication will be difficult to bring
about.
Explaining why I chose the area
As mentioned by Noe and Winkler (2012), leadership development program have now
become an increasingly hot and significant area not only in private but also in public sector. It is
observed that candidates acquire a work position because they hold a unique or strong skill set
and they essentially remain the best person for their position. Thereafter, with time, they take
leadership role but in most of the cases, in leadership role, skills of leadership are not taught.
Thus, paying attention to this area could help to address the skills gap and help organization to

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align leadership with customer service and quality improvement. In addition, without a proper
leadership program, the organizations might face other issues such as employees might not do
their jobs as required. The employees might feel that their employers do not listen to them and
consequently, they do not feel valued working in the organization. Thus, to resolve these
unnecessary issues, leadership development area should be taken into the considering at the time
of developing training plan.
The purpose of developing this particular area is the reason that organization performs.
For example, for Atlassian, the purpose is to provide high quality customer service to retain
customers. Likewise, the vision of this general area-leadership development is, the
conceptualization of future and probably stand toward which the leaders navigate the
organization. Another significant reason for selecting leadership development as the general
area for training and development is, the improvement of communication.
Conclusion
In conclusion, it can be mentioned that if an organization wants to create a successful
customer experience, it has to focus on its internal strength such as leadership, employee
performance and organization culture. Thus, understanding the requirement of customer service
and quality improvement, suitable training method has been developed in the report. The
implementation of the training plan would help the organization to improve their customer
service and of product. However, the training development program presented in the report could
be more effective if few more variables are included in the training plan.

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References
Noe, R & Winkler, C (2012). Training and Development: Learning for Sustainable
Management, 2nd edition. 2nd ed. North Ryde, N.S.W.: McGraw-Hill Australia, pp.1-475.