Career Development Plan II
Training and Mentoring Program
June 12, 2011
Career Development Plan II – Training and Mentoring Program
The merger between InterClean and EnviroTech has sparked a new strategic direction. Consequently, the merged companies will be introducing full-service cleaning solutions for organizations in the health care industry. To facilitate the company’s new direction, management has assembled a new sales team and development plan to help the team be successful at implementing the new strategy. The new sales team will be consisting of Jim Martin, Vice President of Sales, Tom Gonzalez, Sales Manager, and Outside Sales Representatives, Susan Burnt, Eric ...view middle of the document...
On the other hand, members from EnviroTech possess excellent customer service skills and focus on creating long-term relationships with their customer. They also have experience with working in a diverse team environment but can benefit from training in sales strategies. The goal of the training program is to ensure all team members are experts in creating and maintaining long-term relationship with customers when providing world class customer service. In addition, team members must be creative when devising solutions for the customers’ problems, demonstrate leadership, and effective critical thinking skills while collaborating as a team.
The objectives of this training and mentoring program are to make certain employees are equipped with the tools to (a) increase customer satisfaction ratings through the formation of business relationships (b) enhance the rate of recurring business while maintaining a growth in new customer’s business, (c) encourage teamwork, (d) assist the smooth evolution from old practices to new strategies.
Primarily, performance standards are the conversion of the job requirements into levels of acceptable and unacceptable practices. As explained by Cascio (2006), performance standards specify how well work is to be done. These standards can be quantitative or qualitative and plays an essential role in the performance of the company. The basic performance expected states that employees should:
(1) recognize how his or her performance influence the goals and objectives of the organization
(2) sustain a high level of respect for each customer and coworker
(3) be capable of identifying problems, provide creative alternate solutions, and evaluate consequences
(4) demonstrate professionalism, exercise sound judgment, and creativity whereby representing the organization in an optimistic manner
(5) contribute 100% in achieving personal and departmental goals
(6) be accountable for delivering results
Various training methods are used to enhance the learning experience of team members. Notably, management will devise a course that incorporates information presentations, simulations, and on-the-job training. Additionally, the training program will consist of both computer-based and face-to-face training. Moreover, E-learning is integrated because it allows sales associates to learn at their personal pace to facilitate better understanding. The lecture method can be used to provide sales associates with a general understanding of the purpose for the training and setting ground rules. Particularly, decision-making skills, planning, interpersonal skills, and critical thinking techniques can be effectively learned through the use interactive learning such as games and role-playing. Some case studies will be incorporated to develop analytic skills and higher level principles.
Because members of the new team have varied skill sets, on-the-job training (OJT) will be used as a means of...