pwo assignment

8/13/2019 PWO Assignment

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EXECUTIVE SUMMARY


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from training to the job in workplaces. The application of training to the workplace

applications determines the effectiveness of human resource development involvement in

motivating employees to transfer training. The study made and evaluated new perspective in

examining motivation to effectively transfer training to be applied on the job (Gegengurtner,

2009).

In the article ofA processual analysis of customer service training, customer service training

is considered as one of the critical factor of quality development process at the forefront of

management priorities. The aim of this training has changed from building skills and

discipline to process improvement. This process is the practice of continuously reviewing,

analysing, evaluating changing clients expectations and the improvement of services. Aside

from considering the behavioural and organisational aspects of customer service training, the

study also considers from a managerial perspective championing customer, encouraging

heuristic


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2.1 Customer Complaints

A single complaint coming from a client is a manifestation of dissatisfaction. Although

this will serve as a feedback of the quality of YakkaTech Pty Ltd IT systems

infrastructures, it should be considered as a significant factor. The management should

be focused towards the complaints process and how it should be handled. Problems needto be defined and to clarify the firms policy towards complaint handling. Finally

establishing procedures for implementing companys policies in order to satisfy clients

plays an important role. The core in complaint handling engages in the synchronization

of firms resources with the clients requirements. This will resolve the slow response to

clients problem by achieving an acceptable match between a response required by the

client and the response that consumer service should be rendered to them (Resnick &

Harmon, 1983). It is important to address complaints at the soonest and in a fair

approach rather than having a defensive manner in dealing the problems. One of the

essentials for prevention of this is developing a structured costumer complaint

management. In order to resolve a fast complaint response, a customer voice processing

technique is made to translate complaints into factors of rectification. It composes of

customer and technical information matrix for the purpose of transforming the complaints

into attainable factor and defining and developing a problem statement. From this,

complaints are processed according to its importance level to prioritize the complaints

based on frequency (Shanmugaraja, Nataraj & Gunasekaran, 2010). On the other hand,

Chan and Ngai illustrates that complaint handling refers to the adaptation of strategies

use by the company to resolve and learn from failures of customers service to gain again

the firms reliability and integrity (Chan & Ngai, 2010).

2.2 Employee Fast Turn-over

The number of employee resignations in Yakkatech Pty Ltd had risen for the last eighteen

months which there is a fast turnover above the industry average. As a result, labour

increased in training new staffs and low productivity of new staffs. It is established that

there is a relationship between employee satisfaction, employee turnover and customer

satisfaction. Poor work environment is one of the indication of high employee turnover

however will reflect the loss of veteran employees which will result in negative effects in

the clients (Hurley & Estelami, 2005). It is essential to understand the causes of turnover

in order to reduce it. Various reasons are cited for this phenomenon and these include

poor management, low compensation and the desire to alleviate employees quality of

life. It is an accepted theory that if employees received fair treatment and rewards from

management employees will feel obligated to remain in the company (Kacmar &

Andrews, ).

2.3 Customer Service Training


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the customer service representative. This will result with the primary objective of

response from the customer service the client satisfaction (Resnik & Harmon, 1983).

Promoting good communication, cooperation and understanding between employees inYakkaTech Pty Ltd would be recommended since these will contribute in the elimination

of conflicts within the division. This is based on the general concept of conflicts which is

a disagreement regarding interests or ideas and differences of opinions. For the same

reason, it will also address conflicts that are caused by negative emotions such as

personal tensions, frustrations and anger (van Woerkom & van Engen, 2009).

Perceptions of work environment and job design can influence YakkaTech Pty Ltdcustomer service employees attitudes, behaviours and work performance. These will

also affect client perceptions of customer service quality, value and satisfaction.

Management characteristics, social environment, over all perception of the job and

personality are the factors that will influence these (Mascio, 2010).

Management should strategically use self-esteem in assigning work to employees insteadof monetary reward in a knowledge environment. This will motivate them successfullyto innovate and result to a better performance. Motivation is the prime factor in retaining

experienced employees within the company and reduced operation cost in training new

employees. Management should emphasised the importance of family and other personal

relationships of employees to make a new balance between job and family life (Amar,

2004).

Major reorganisation should be taken into consideration In YakkTech Pty Ltd with themain objective of offering the fully integrated customer service to its clients. A series of

workshops should be conducted on addressing issues such as customer relations, quality

of communications between clients and customer service representatives. In investing on

this training, systems are developed for the sole purpose of satisfying customers. In the

case for the management point of view this will mean continually aiming for excellence.

In addition to this, the importance of innovation made by employees for work

effectiveness should be accepted. Developing, implementing and adopting new ideas for

new work methods in customer service should be considered as an innovative behaviour

and as an important factor in an effective business work environment (Yuan &

Woodman, ). Effective management can make different practices by using this

extensive workforce training. As this will provide specific task skills that is applicable

for the present work requirements and also for developing future job functions. This

training will also acknowledge the failure of the customer service division in satisfyingclients (Smith & Rupp, 2004).

Effective teamwork should be promoted by the management in YakkaTech Pty Ltd. RayHobbs states that teamwork is a critical operational practice for achieving excellent

customer service. According to Hobbs, teamwork is reinforced through company

rewards. In maintaining teamwork to work effectively, the following characteristics

should be illustrated in a team which are cooperation, coordination, proper


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communication, comforting environment and the ability to resolve conflicts (McShane,

Olekalns & Travaglione, 2010).

4.0 Conclusions


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pwo assignment

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