Training And Development Training Plan
All businesses that compete within a market have one goal in common: to be set apart amongst their competitors as one that consistently delivers their goods or services with increasing quality and service. It is this very thing that differentiates a business’ good or service from that of the competition. Ultimately, an organization seeks to build brand loyalty and long standing relationships with their customers. Within my personal experience working retail, I have seen the need to be able to differentiate the product we sell but also the way in which we sell it. It seems fairly obvious that the two correlate with one another but there are many businesses that lack the vision and follow through to keep these two inseparable principles together.
Admittedly, I believe my company, J. Crew, falls into the category of a business that does provide good customer service but lacks the ability to really develop its people in a way that can surpass customer service as a standard and make it a part of the culture. One of the strategic goals in our company is to increase customer service by providing a “customer-centric atmosphere”. I believe this goal can be accomplished with the right systems in place. Exceptional customer service is delivered by exceptional people. Before we can be sure that we are meeting the needs of our customers and providing quality service, we need to be able to retain, develop and invest in employees first.
The programs and training that I would like to implement are employee incentives programs, which will consist of both financial and non-financial incentives, and a mentor program which in and of itself serves as a non-financial incentive in that it gives employees more responsibility while affirming their worth to the company. It also identifies key employees as leaders whose responsibility is to help develop other employees and stand in the gap where management may not be able to reach. The mentorship program also bench trains
Admittedly, I believe my company, J. Crew, falls into the category of a business that does provide good customer service but lacks the ability to really develop its people in a way that can surpass customer service as a standard and make it a part of the culture. One of the strategic goals in our company is to increase customer service by providing a “customer-centric atmosphere”. I believe this goal can be accomplished with the right systems in place. Exceptional customer service is delivered by exceptional people. Before we can be sure that we are meeting the needs of our customers and providing quality service, we need to be able to retain, develop and invest in employees first.
The programs and training that I would like to implement are employee incentives programs, which will consist of both financial and non-financial incentives, and a mentor program which in and of itself serves as a non-financial incentive in that it gives employees more responsibility while affirming their worth to the company. It also identifies key employees as leaders whose responsibility is to help develop other employees and stand in the gap where management may not be able to reach. The mentorship program also bench trains
References: Blanchard, P. N., & Thacker, J. (2013). Effective Training: Systems, Strategies, and Practices. In P. N. Blanchard, & J. Thacker, Effective Training: Systems, Strategies, and Practices. Upper Sadle River: Prentice Hall. J. Crew. (2014). Corporate Governance . Retrieved from J. Crew Investor Relations: http://investors.jcrew.com/phoenix.zhtml?c=135311&p=irol-govhighlights&ver=jc