Part 1 Week 1 Discussion – Organizational Performance Prepare Watch the scenario below to prepare for this week’s discussion: See the attachment Respond Introduce yourself to your peers by sharing something unique about your background. Explain how you expect this course will help you move forward in your current or future career. Based on the scenario, infer two potential needs that are present within the company, and then determine the best course of action to take to address an organization gap performance (OGP). Part 2 Respond to classmate’s post (Jeronia Pugh (Jaye)) Hi everyone. My name is Jeronia, but I prefer to be called Jaye. I reside in South Carolina with my husband, 2 daughters, and 2 dogs. We are also parents to an angel son. I am a military veteran and also an HR Specialist. I am 4 courses away from graduating in September with my Bachelors in Business Admin. I have 14+ years of HR experience. Once I obtain my degree, I plan to study and test for the SHRM certification afterwards. My goal is to land a 6 figure HR job so that I can better take care of my family while also using the skills that I have obtained over the years. Based on the scenario provided, two potential needs that are present within the company are as follows: 1) Lack of employee training and development: It appears that the employees in the company have not received adequate training and development opportunities to enhance their skills and knowledge. This can result in decreased productivity, low employee morale, and limited job satisfaction. 2) Encourage continuous learning: The company should encourage employees to engage in continuous learning and development beyond the training program. This can be achieved by providing access to online learning platforms, offering professional development opportunities, and supporting employees in pursuing relevant certifications or degrees.
BUS407 Week 1 Scenario Script: Training and Development Theoretical Framework
Slide #
Slide 1
Scene/Interaction
Introduction
Deborah’s Office
Narration
Deborah: Hello! Welcome to Taormina.
We are a leading company in the
electronics industry, and we’re glad to take
you on as a new employee for our training
department.
My name is Deborah and I have served as
the Director of Training and Development
here since our company was founded in
2007.
My role is to guide you through your new
position as a Training Specialist.
I will start you out by giving you a tenweek long project to work through from
beginning to end.
We will meet on a weekly basis to review
your progress and also offer any guidance.
For your first project, I need you to address
a sales issue with our call center employees.
Sales have reached an all-time low, and I
have reason to believe that it may be a
training issue of some kind. You will
investigate the issue and report back to me
about your findings.
Come with me, and I’ll introduce you to
some of the employees you’ll need to work
with to complete this project.
Slide 2
Scene 1
Call Center
Ron: Hello! My name is Ron, and I’m a
manager here at Taormina’s call center.
I’m in charge of all of our call center
employees. I track sales and resolve
difficult issues. I look forward to working
with you!
Alex: Hi there! I’m Alex, and I’m a call
center employee.
I’ve worked for Taormina for four years.
The other employees often ask for my
advice.
Justin: It’s nice to meet you…my name’s
Justin, and I’m the newbie here in the call
center.
I’ve been here for two months. I guess
we’ll be learning about the company
together, huh?
Slide 3
Scene 2
Call Center
Deborah: Now that we’re all gathered
together, let’s talk a little bit about what’s
been happening at the call center.
What exactly is the issue?
Ron: Our sales are slow again. Another
month and our sales revenue is under the
expected organizational performance.
We recently bought a new software
program that will track sales for my
employees. This program is meant to save
my team a lot of time and effort while
working in the call center. This would
allow them to focus more on the sales
themselves.
The software was very highly
recommended as a tool for the sales
industry. However, the new software is not
helping my team members as projected.
I don’t understand! (sounding frustrated)
My friend told me that the sales at his
company have improved tremendously
since he bought that software.
We both work in the same industry and I
really don’t know what’s wrong. A lot of
money was invested on that new software
and it just isn’t helping us.
Alex: I know! I thought your idea was
great, Ron.
Actually, I like the software a lot. It makes
my job easier by tracking my sales. But
some of my other team members are not
quite convinced about the benefits of it.
Justin: I have to admit… it feels like just
another new thing to learn. Like we don’t
have anything else to do!
I’m supposed to improve my monthly sales,
call all my clients, and enter the
information in this new software all in one
day!
I’ll try (hesitant), but I can’t guarantee
anything….we don’t only need new
software…we need something more in
order to improve our sales.
Ron: Seriously? The software is supposed
to be a helper, not a stressor element.
Alex: Well, the problem is probably not the
software. We need something else, just like
Justin said.
Ron: Deborah is here to help us get to the
root of the matter.
My conclusion is that we should hire more
employees. That’s probably what we need,
don’t you think?
Deborah: It’s an interesting idea, Ron.
Slide 4
Scene 3
Deborah’s office
We’re going to have to analyze a few things
before we tell you anything for certain.
Deborah: Now that I’ve introduced you to
the issues Taormina is experiencing, we
will need to complete a needs analysis.
A needs analysis starts with the
identification of the organizational gap.
This is the difference between the actual
organizational performance and the
expected organizational performance.
Based on the conversation we had with the
call center employees, let’s complete an
activity to help us identify the call center’s
organizational gap.
Slide 5
Test your Knowledge Slide
This slide will be presented to
students as a drag and drop
interaction.
What is the main problem affecting
Taormina’s sales revenue?
•
•
•
•
The new software :
Incorrect! Businesses must
assist employees in
improving daily processes
through adding new
technology. This is a way to
remain in competition.
However, the business
current technology is not
always the problem.
The poor advice given by
“the friend”: Incorrect!
Obviously, managers cannot
count only on friendly
advice. Each organization
has its own culture and
needs. But, experienced
advice could offer managers
an effective shortcut.
The lack of training before
implementing the new
software: Incorrect!
Employees need to be
trained before implementing
any new procedure.
However, a proper
identification of trigger
events is the right starting
point to address any
Organizational Gap
Performance (OGP).
Lack of recognition of real
trigger events :Correct!:
An organization that has
recognized an
Organizational
Performance Gap (OPG)
must identify the real needs
to be addressed before
investing on equipment
and/or training efforts.
Sometimes, personal feeling
can distort the real needs
and make inaccurate
decisions.
Slide 6
Scene 4
Deborah’s office
Deborah: Okay! Now that you have
assessed the scenario, what’s the next step?
As the Training Specialist, you need to
identify the actual organizational
performance of the call center and compare
it with the expected organizational
performance to determine the
organizational performance gap.
So, let’s review their sales for the past six
months and make a comparison of sales per
employee.
That might give us some good clues about
the gaps and then we can figure out how to
address them.
What do you think?
Slide 7
Scene 5
Deborah’s Office
(Ron enter’s Deborah’s office)
Ron: Hi, Deborah! Sorry to interrupt. Are
you able to hire more employees for me?
I need them as soon as possible.
Deborah: Well, Ron, I we are working on
finding some solutions for you and your
team.
We will be developing a needs analysis to
find out the trigger events affecting your
department’s sales performance.
Give us a chance to work on this and we’ll
get back to you in a week. Is that okay with
you?
Ron: Thank you, Deborah. I know you and
your team will help me.
Slide 8
Scene 6
Deborah’s office
(speaking to the student)
Deborah: Okay… Let’s interview Ron’s
team members and find out what is causing
such stress on the job When I met with
them, the employees expressed that they
were stressed.
Go ahead, interview all of them, and ask
about their daily routine.
Make special note of their facial
expressions when they are narrating their
stories. The information you collect will
help you organize your needs analysis.
Slide 9
Scene 7
Call Center
(This will cut to different shots
where the student interviews each
employee in turn.)
Ron: Thank you for helping us out with
this sales issue.
As you know, our sales are not doing very
well. I’ve heard that the new software isn’t
really working as expected.
I have met with HR and they are working
on finding some alternatives to help us in
improving our performance.
I think if we’re not going to hire new
employees, we need to at least look into
getting more tools for my employees.
Alex: Well, you know we really want to
perform as expected.
It’s just that we have a lot of
responsibilities in order to make these sales.
I’m not sure throwing more money into the
problem is going to fix it.
Justin: Well, I think people here complain
every day about everything.
They feel overwhelmed because they don’t
know what is really expected from them.
I keep feeling overwhelmed, too.
Slide 10
Scene 8
Deborah’s Office
Deborah: Great job conducting the
interviews!
Based on these interviews you had with the
call center employees, let’s complete an
activity to help us identify the trigger event.
Slide 11
Check your Knowledge
This interaction will be presented in
two parts. One will present the
information in a creative, tabbed
format. Then the student will be
asked which possible trigger is the
correct one.
Which one of the following trigger
events is causing the performance
gap?
Team members are not
performing because they are
burnout: Incorrect! Certainly,
burnout might cause lack of
performance. However, the stress
that causes it could be the real
issue. Burnout is a state of
emotional, mental, and physical
exhaustion caused by excessive and
prolonged stress. It occurs when
you feel overwhelmed and unable to
meet constant demands. Burnout is
a consequence, not a cause.
Team member are not
performing because they do not
count with the right tools:
Incorrect! Employees need to have
access to the right tools (software
and hardware) to performance as
expected. In this case, Taormina
has provided the tools needed to
improve their sales performance.
This is not the real trigger event.
Please try again!
Slide 12
Team members are not
performing because they need
more training and development to
perform as expected. CORRECT!
Employees need to first be
informed about organizational
performance expectations.
Thereafter, training and
development opportunities must be
created to assist them in improving
their performance, thereafter, the
organizational as a whole.
Scene 9
Deborah: Now that you have completed
the interviews and analyzed the trigger
event, please participate in this week’s
discussion.
During this discussion, you will identify
two potential needs that are present within
the company, and then determine the best
course of action to take in order to address
the Organization Gap Performance.
Well, now you are able to identify when do
to a needs analysis.
You can assess a situation to find the actual
versus expected organizational performance
to determine the organizational
performance gap.
Also at this point, you know how to look
for a trigger event. These skills will be
invaluable to you as you move forward with
training and development.
See you soon!