Develop Teams Individual
Develop teams and individuals
Assessment number 1
Certificate IV in Business
Table of Contents
Table of Contents ii
Introduction 1
Background 1
Report 1-6
Conclusion /Summary 6
References ……………………………………..…………………………………………7
Introduction
This report will look at identifying and implement learning and development needs for an automotive service workshop. It will look at developing a learning and development plan, elaborating a strategy to encourage staff to self evaluate performance, assessing performance, providing feedback and managing follow up. It will use Richard Parker’s Automotive Service Team workshop as a case study to help understand the problems of managing people learning needs and performance implementing.
Background
Richard Parker has been in business for three years, in Preston, Melbourne. Richard employs eight full-time and two part-time staff. Four of the full-timers work in the workshop and two in in the back office and two in the front office dealing with customers. Richard has noticed that the front office staff and their customer service are not up to the expected level. For example customers don’t get the service that they require or the product they order. Richard complains of staff not showing up for work at the right time and so on. Richard has also faced some issues with the local council over solid and liquid waste disposal. The back end office staff often confronts the mechanics when they order spare parts for the services to be carried out. The back office staff always complain of issues with suppliers. Suppliers complain of the ambiguous ordering process of the back staff.
Richard finds some irregularity in his teams in terms of application of skills and knowledge. He believes that it is the right time for him to take the right actions to turn the business into the right direction. That’s why he decides to identify and implement learning and development needs for his staff.
Assessment number 1
Certificate IV in Business
Table of Contents
Table of Contents ii
Introduction 1
Background 1
Report 1-6
Conclusion /Summary 6
References ……………………………………..…………………………………………7
Introduction
This report will look at identifying and implement learning and development needs for an automotive service workshop. It will look at developing a learning and development plan, elaborating a strategy to encourage staff to self evaluate performance, assessing performance, providing feedback and managing follow up. It will use Richard Parker’s Automotive Service Team workshop as a case study to help understand the problems of managing people learning needs and performance implementing.
Background
Richard Parker has been in business for three years, in Preston, Melbourne. Richard employs eight full-time and two part-time staff. Four of the full-timers work in the workshop and two in in the back office and two in the front office dealing with customers. Richard has noticed that the front office staff and their customer service are not up to the expected level. For example customers don’t get the service that they require or the product they order. Richard complains of staff not showing up for work at the right time and so on. Richard has also faced some issues with the local council over solid and liquid waste disposal. The back end office staff often confronts the mechanics when they order spare parts for the services to be carried out. The back office staff always complain of issues with suppliers. Suppliers complain of the ambiguous ordering process of the back staff.
Richard finds some irregularity in his teams in terms of application of skills and knowledge. He believes that it is the right time for him to take the right actions to turn the business into the right direction. That’s why he decides to identify and implement learning and development needs for his staff.
References: • Develop Teams and Individuals [Paperback] C. M. Mol Ma Mac Hans C. M. Mol Ma Mace (Author). • 101 Teambuilding Activities: Ideas Every Coach Can Use to Enhance Teamwork, Communication and Trust [Paperback] Greg Dale (Author), Scott Conant (Author). • Stone, Raymond J. 1998, Human Resources Management (3rd Edition), John Wiley & Sons Australia Ltd, Australia. • The Team-Building Tool Kit: Tips and Tactics for Effective Workplace Teams [Paperback] Deborah Mackin (Author), Deborah Harrington-Mackin (Author).