Advanced Diploma in Business: White & Whistle Ltd Case Study Analysis

This case study analyzes White & Whistle Ltd, an outsourced call center, focusing on its training and development needs to improve employee retention and reduce costs. The analysis identifies training needs for individuals, teams, and the organization, proposing strategies for complaint management, motivational skills, and technological proficiency. It recommends resource allocation, including external expertise and investment in learning centers. The study also explores the roles of skills development agencies and national training initiatives, evaluating their impact on the organization. A detailed training program is proposed, focusing on Herzberg's Two Factor Theory of Motivation, with theoretical and scenario-based sessions for team leaders. The case study emphasizes the importance of a skilled HR department and the benefits of various training programs in enhancing employee skills, adaptability, and productivity, ultimately leading to financial benefits for the company.

Assessment Title Case Study: White & Whistle Ltd
Qualification Module Code and title
Advanced Diploma in Business HP77 47
Continuous Workforce Development
Student ID Assessor’s Name
02000506 Mr. Milinda Mendis
Cohort Submitted on
SU19 and FA19 10/05/2021
No. Learning Outcome Task no
2 Produce a training and development strategy for an organisation 1
3 Design a training programme for a specific organisational purpose 2
Learner Declaration
I certify that the work submitted for this Assessment is my own and research sources are
fully acknowledged.
Student Signature: Date:………………..

Task 1
Training strategy
A training strategy is built to achieve an educational goal in an organization. The goal of
White & Whistle Ltd is to improve employee retention even more thus reducing recruitment
and training costs.
Training need of the individuals
As an outsourced call centre provider, newly recruited employees of White & Whistle Ltd
needed to be trained to handle the inquiry, complainant management skills and the
negative situations that they could face while they work. To achieve this objective a training
need in coaching and self-management is needed for employees to handle the complaints
and to complete their own work without any barrier and in a motivated way. When
considering the timescale, newly recruited individual employees must be provided with
programs such as stress management and training related to complaint handling within a
short period of time.
Training need of the groups
The team leaders need to be provided with motivational skill programs, mainly because it
will increase team leader’s ability to motivate and build strong ethos across the
organisation. In order to achieve this objective training should be done and provide with
interpersonal and leadership skills, Through implementing interpersonal skills the leader and
the team members within a group will have effective communication skills particularly in
speaking and listening and through building leadership skills will ultimately improve the
leader’s ability to motivate and build team spirit and also the employees must provide with
a stress management program in order to maintain a productive and positive employee
environment. And the motivational skills programs that needed for the team leaders can be
arranged as group trainings which needed to be conducted in the medium timescale, not
immediately but also not too late.
Training need of the Organisation
With the development of the technology the employees of White & Whistle Ltd needed to
be provided with a training in relation to using of the new technological systems. This could
bring higher productivity and efficiency within in an organisation. These programs needed to
be conducted for all the employees in the organization in the long-term training process.

Resources that needed.
Training in Complaint management skills- The company should hire a counsellor who will be
employed to coach the employees in complain handling skills. And another employer can be
appointed to oversee the performance of the employees after the counselling process. And
that person can be used as a resource. This person will analyse the process and will provide
reports to the respective senior management.
Training in Motivational skills – The company should invest an appropriate amount. And
there should be an individual or an external firm who will be training the team leaders to
improve interpersonal skills and leadership skills. To develop the communication skills
company can arrange a day training program among the team.
Training in Technological skills – The Company should invest in learning centre and
resources such as projector, computers etc. An existing manager with expertise will be used
to teach employees about the business environment and the usage of the technology.
How training responsibilities should be allocated across the organisation
To achieve the training need of complaint management skills a supervisor will
be in charge in overseeing the progression of the employees. And with the
reviews a senior manager will take necessary actions. If there is any
improvement that is needed even after the training process, there will be a
supervisor who is responsible to inform the senior management about the
continuity of the training need.
To achieve the needed motivational skills, an effective leader should be
employed with an expert knowledge in team leadership and motivation. This
appointed leader will be responsible for upgrading the team leader’s
performance in listening and speaking skills and also the improving the team
spirit. The employed leader will analyse the overall interpersonal skills of the
employees individually and will provide the with the required advisees. And
also, there will be training program days which will include activities to
improve the team spirit among the team leaders.
To achieve the training need in technological skills, the senior management will
appoint an existing manager with a proper knowledge of technological skills to
this process. There will be training programs to all the employees using on the
job training method. By training the employees on using the technology will be
beneficial to the company by decreasing the damages occur to the machines
due to inappropriate usage, and through increasing in productivity. When
every employee has the knowledge on using the technology properly, they
don’t need to rely on other employees.

Recommendations that will ensure the training and development
goals will be achieved.
In order to achieve the training and development goals, the company should
employ a skilled individual as the Head of the HR department. So that he will
have the responsibility and the controlling power overall the HR department.
Investing in external firm or an individual is recommended to improve the
interpersonal skills that are need to the team leaders, because that will impact
positively in improving the communicational skills. This individual or the firm
will conduct programs to improve motivational skills to the team leaders, so
that they can effect directly in employees productivity.

Skills development agencies
Agency Role of the
Agency
Impact to the
organisation
Skills
development
Scotland (SDC)
Their role is to
build Scotland
with fair work
practises and a
diverse
workforce.
They ensure in
employees
have the right
skills for high
performance
and the skills
and confidence
needed to get
a job and
progress in the
workplace.
This may advantage
business in easily finding the
right employee for the
position that is available in
the job. SDC helps
workforce in ensuring and
instructing the employees
to find and build the right
skill needed so this would
help business to bring in
new workers without any
greater investment in
training and also this agency
help employees to have
high performance in the
workplace improving the
organisation’s productivity
and efficiency through
minimizing costs.
National skill
agency
They provide
commercial
training
programmes
and delivering
funded
apprenticeship.
They ensure
the skill
shortages,
future trends
and much
more in
individuals.
They provide
training with
the help of
independent
training
providers.
This may help
organisation in
workers
themselves
identify their
skill shortages
and get
training to the
necessary skills
needed making
organisations
to easily pool
employees
with right skills
needed for a
position.

National training initiatives
National program Role of the program Impact to the organisation
National retraining scheme The national retraining
scheme is the government’s
new programme to help
adults retrain into better
jobs, and be ready for future
changes to the economy,
including those brought
about by automation.
The scheme will help to
meet the needs of
businesses for a multi-
skilled workforce in the
future. This may bring
higher efficiency to the
organisation and may
improve the business
flexibility.
Uk skill system
(TVET)
The UK’s TVET system
prepares individuals for the
world of work, providing
them with skills related to a
specific industry, trade, or
occupation. TVET in the UK
is delivered in a variety of
ways including through full
or part-time study at a
college or independent
training provider and
through apprenticeships
with employers where
students gain nationally-
certified skills relevant to
their industries.
Business may see an
improvement in the
standardisation of the work
done by the employees as
the program provides
employers with national
certified skills. This could
add cost and quality
advantage to the business.
Skills development
programmes
This program involves
establishing high quality,
large skills development
programs for young people.
This program builds insight
to grow high-profile
partnerships to co-create
and deliver innovative,
accessible, funded
opportunities for young
people to empower them to
engage with employment,
volunteering or training.
This can help business to get
access to young efficient
people with different skills
and knowledge. Business
may find easily to pool right
candidate for the vacancy
available as young people
are already trained for the
jobs available so business
may find easy to recruit the
right candidate.

These training programs, Vocational education programs and other incentives will allow
White and Whistle to strengthen the skills that each employee will requires to improve
within the organization. This will raise the level of expertise and experience of all the
workers inside the White and Whistle. Employees will be able to learn new skills, hone
existing ones, be more adaptable to unexpected changes, perform better in their job roles,
and also the employees will become better leaders within the company as a result of this.
This can also result in improving of productivity and efficiency of the staff members. With
these things, there will also be a financial benefit for the White and Whistles. And also, this
will assist White and Whistle staff in adapting to emerging technology and processes, since
it is the era of technological development. It will also be easy for the HR department to find
the right skilled candidate for the right job position.

Task 2
Introduction
White and whistle Ltd is an outsource contact centre solution provider for larger
organization with more than 200 employees working. Out of these employees most of the
employees are dealing with customers everyday basis. The mission of the White and whistle
is to provide a high quality, competent and a cost beneficial service to its employees. So,
Training and development are most important functions for White and Whistles. Through
implementing training programs within the organisation, the company can increase the
productivity and effectiveness of the quality standard of the company. And the important
reason is that it helps to boost the motivations of the employees which will affects to the
labour turnover rates of the organization because training help the staff to feel that they
have been valued and invested by the employer. And with the reduction in labour turnover
rates, it will also minimise the recruitment cost of the organization. And by this company
can achieve an objective that is stated in the corporate plan.
The proposed training program will be 2 hours and 30 minutes long including an interval of
30 minutes for refreshments. The program will start at 9.00am and end at 11.30 am. There
will be 2 sessions in the program which will be a theoretical session and then will be a
scenario-based training. The theoretical session will mainly focus on the theorical idea of the
Herzberg’s Two Factor of Motivation and the scenario-based training will be a group training
which will help the team leaders to identify the benefits of team spirit and the positive and
negative effects of a team leader to the group.
This training will be conducted to all the team leaders in the white and whistle with the
intention of improving the motivational skills among the team leaders. These both sessions
will be conducted in the training room within the organization, which consist of a projector
and the needed space for a group activity. The first theoretical session will be held by an
External Motivational speaker and the second session will be held by a professional trainer
who will be hired externally and with the help of the Head of the HR department.
The training program is mainly focused on the Hertzberg Two Factor Theory of Motivation.
Herzberg’s Motivation Theory model, or two factor theory provides two factors that affect
motivation in the workplace. Namely, Hygiene Factors and Motivating factors. Hygiene
factors will cause employees to work less if not present. While Motivating factors will
encourage employees to work harder if they are present. By focusing mainly on the
motivating factors, the company can improve the employees job effectiveness.

Training Program
Time Type of Training Description Resource Person
9.00-
10.00am
Theoretical Training
(Herzberg’s Two
Factor of
Motivation)
The speaker will explain the
theoretical background behind
the Herzberg’s Two Factor of
Motivation, which explains that
there are certain factors in
workplace that causes job
satisfaction while there are also
a set of factors that causes
dissatisfaction.
Motivational
Speaker
10.00-
10.30am
Interval
10.30-
11.30am
Scenario based
Training
Scenario based learning is
learning through a real-life
situation or case-based
learning. The most valuable
benefit of scenario-based
learning is its ability to engage
learners by stimulating their brain
activity. This form
of learning encourages learners to
think critically allowing them to
solve problems that make
decisions based on what they
have learned.
During this session, the instructor
will divide the employees into 5
groups and will give an incomplete
storyline which is based on a team
leader and will ask them to come
up with 2 complete the story with
2 ends (How a bad team leader
will react and how a good team
leader will react)
After the presentations of 5
groups the speaker will explain the
positives and negatives of each
scenario and will explain on how
to become a good leader among
the team members.
External
professional
trainer

Objectives
1. Build up a motivational climate in the organization with in the next 90 days which will
result to the increase in the productivity.
2. The team leaders and supervisors should be aware about, when to use different kind of
motivators, within next two months.
3. To maintain a positive employee environment within next 3 months which will reduce the
employee turnover rate.
Training Plan
Session 1 - Training on Motivational theories
Location – This session will take place at the training room of White and Whistle
Time – This session will start at 10.00 am and will finishes at 11.30 am
Method of delivery – Using of presentation slides, Video slides
Program Conductor – The Head of the HR department, A hired motivational Speaker
Session 02 – Practical Session on Motivation
Location – At the training room of White and Whistle
Time – This practical session will start at 12.00 pm and will be finished 1.30 pm (There will
be 30 minutes refreshment break after the 1st session)
Method of delivery – PowerPoint presentations including video slides, Practical session
including Group activities
Program Conductor –Head of the HR department, A Motivational Speaker

Training Session Plan
Session 1 - Training on Motivational theories
Time Activity Program
Conductor
Resources needed
10.00am –
10.30am
Explaining about the Hertzberg
Two Factor Theory of Motivation
Head of the HR
department.
Projector, Laptop
Presentations slides
10.30am –
11.00am
Explaining about the importance
of motivation in an organization.
Explaining how a motivated set of
employees can affect
productiveness positively while
having a demotivated set of
employees can impact negatively.
Hired Motivational
Speaker
Presentation slides which
include videos
Projector
Laptop
11.00am –
11.30am
Clearing the doubts of the
employees.
Hired Motivational
Speaker
Presentation slides which
include videos
Projector
Laptop
11.30am – 12.00
pm
Refreshment Break Refreshment packs
Water Bottles
Session 2 -– Practical Session on Motivation
Time Activity Program
Conductor
Resources needed
12.00pm –
12.30pm
Describing some scenarios how
motivation can affect in team work,
and how a leader can build up
motivation in the team members.
Motivational
speaker assisted
by HR manager.
Presentation slides which
include videos
Projector
Laptop
12.30pm – 1.00pm Dividing the group of team leaders Motivational Stationary Items

and supervisors to 5 groups and
having few practical activities to
explain the importance of
motivation in the organization.
Speaker
1.00pm – 1.30pm Collecting the feedback about the
training program.
HR Manager Feedback questionnaire
Budget for the Training Program
Budget Plan
Cost for the Mortivational Speaker £ 1,500.00
Refreshment £ 750.00
Electricity Expence £ 250.00
Stationary £ 200.00
Cleaning £ 100.00
Printed handouts £ 250.00