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BUS 257c
10/2/2013
Week 6, Question 5
1. Do you think that TI took the right approach to achieving better customer satisfaction by training tis executives first? Would TI have achieved quicker results by training its front-line employees prior to its executives?
a. I believe that they took the right approach by training the executives first. In order for the company to realize what they were doing wrong the top employees in the company had to realize the problems that they were having with their customer service. Once they identified the problem it is important for them to find a solution to the problem, and to reset their goals in order to fix the problem, and then setting new goals for the rest of the organization to follow that starts from the very top and trickles down to the bottom so the changes can be established throughout the whole company.
2. If you were an HR manager at TI, to what sources would you have looked to find information with which to calculate the programs ROI?
a. If I was HR manager I would have looked at the sales data and financial data to see if the organization productivity had increased, also I would have looked at the cost of training. With all these combined I could look to see since the training had started if the company’s productivity has improved minus the cost of training as compared to the productivity of the company before training. The ROI formula can detect the benefits of training. Simply if ROI ratios is > 1 than the benefits of training exceed the cost of training, and if ROI ratio < 1 the cost of training exceed the benefits.
10/2/2013
Week 6, Question 5
1. Do you think that TI took the right approach to achieving better customer satisfaction by training tis executives first? Would TI have achieved quicker results by training its front-line employees prior to its executives?
a. I believe that they took the right approach by training the executives first. In order for the company to realize what they were doing wrong the top employees in the company had to realize the problems that they were having with their customer service. Once they identified the problem it is important for them to find a solution to the problem, and to reset their goals in order to fix the problem, and then setting new goals for the rest of the organization to follow that starts from the very top and trickles down to the bottom so the changes can be established throughout the whole company.
2. If you were an HR manager at TI, to what sources would you have looked to find information with which to calculate the programs ROI?
a. If I was HR manager I would have looked at the sales data and financial data to see if the organization productivity had increased, also I would have looked at the cost of training. With all these combined I could look to see since the training had started if the company’s productivity has improved minus the cost of training as compared to the productivity of the company before training. The ROI formula can detect the benefits of training. Simply if ROI ratios is > 1 than the benefits of training exceed the cost of training, and if ROI ratio < 1 the cost of training exceed the benefits.