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customer service strategies. TAFE Liverpool College Institute Faculty of Business
Assignment Cover sheet Course name: Business Diploma ...
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Submitted by sheman on October 16, 2006
Category: Business
Words: 4703 | Pages: 19
Views: 411
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TAFE
Liverpool College Institute
Faculty of Business
Assignment Cover sheet
Course name: Business Diploma
Module Name: Develop Teams and Individual
Assignment Tittle: Kendall's Case Study
Student's Name: Farhana Abdullah
Teacher's Name: Mr Munari
Case Study
1) What method of analysing supervisors training needs and what methods of training would you suggest for Kendalls' supervisory training program?
Kendall Department store was established in 1903. It is a very successful business now currently having 22 stores, with each employing 6 front-line managers. One of the problem experienced in this growth pattern was that recruiting and selecting adequately trained store managers and department supervisors. Kendall's pervious policy was to hire people with prior managerial experience in other retail outlets. However the current managing director Louise Kendall had questioned this practice, she felt it was costly since Kendall had to pay more to lure a good employee from other retailers and in addition, the employees had to be retrained in Kendall's methods. As a result of Kendall modifying its policy, they now decided to promote people from their own store, and train them to become store managers. They have asked Alison Decker, to develop a training program for prospective and newly promoted store supervisors.
I have divided the task into five section, and they are;
Training needs analysis: This is where I will be explaining the job of a store manager and what skills are needed.
Skills Audit: This is where I will be looking at what skills the current candidates have and what skills they lack, so as to improve on it.
Training Plan: This stage is where I will be giving each candidates a schedule in which the time and place for training are allocated.
Evaluation: After the candidates have been...
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