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Client Background/Situation: A 50 plus year old organization in the blending, packaging, and marketing of paint removers and chemical products to Home Depot and other large retailers requested assistance in the development of the managerial skills of their supervisory and managerial team and the creation of an HR department.
The organization had recently:
>
Revised their vision, mission and values statements
> Completed a reorganization
within the managerial team
> Become ISO certified
The President and the senior leadership team saw a need for supervisory/managerial
skill enhancement as a result of:
> High turnover among hourly
paid and first line supervisory employees
> Selection of unqualified
new hires
> Poorly documented and administered
performance appraisals
> Inadequately conducted
new employee orientation and job skill training sessions
> Increased volume of customer
complaints associated with unsatisfactory interactions with front line employees
Initiatives Designed and Implemented by The Focus Group: After meetings with
the President, senior management team and the recently promoted Human Resource
Manager, who was asked to develop the company's initial HR department, the
TFG:
> Developed an extensive
report identifying the role, objectives, key processes and "best practices"
within HR departments with a questionnaire for obtaining feedback from the
client as to their priority needs and interests
> Conducted a comprehensive
audit of the existing HR function and services, delivered a findings and recommendation
report and worked with the HR manager to implement most of the recommendations
> Developed a comprehensive
new employee orientation with elements being administered over the employee's
first four weeks on the job
> Provided suggestions for
enhancements to the Employee Handbook
> Conducted a training needs
analysis for the supervisory/managerial employee team via interviews with
the senior management team, manager of HR, a sample of the individuals who
would be participating in the training, and a sample of the non supervisory
employees who report to the individuals participating in the training
> The following workshops
were designed with leaders' guides for thesupervisory/managerial team:
> Interviewing and Selection:
A significant Step Toward Employee and Organizational Success
> Training the Trainer: Practical
Techniques for Improving Performance
> Enhancing Your Managerial
Skills to Accomplish Significant Results through Others
> Enhancing Customer Loyalty
- One Customer at a Time
> Coaching and Counseling:
Your Success as a Supervisor Depends on It
> The following workshop
was designed and delivered to the sales and customer service/sales team: The
Sales Representative's Role in Customer Satisfaction: On Stage and Behind
the Scene
> Developed the organization's
initial customer satisfaction survey to be utilized with Home Depot
Outcomes of the Initiatives:
> A HR department was developed
offering the services requested during the needs analysis with favorable comments
from the management team
> The rate of turnover among
hourly paid employees has been significantly reduced, especially during the
initial six months on the job as a result of an improved interviewing process
> The preponderance of customer
complaints are now focused on either product or process issues and not interactions
with front line staff
> The participant evaluations
following all of the managerial and sales team training sessions averaged
approximately 3.8 on a 4.0 scale
> A review of both employee
disciplinary notes and performance appraisals showed an improvement in the
quality of the feedback and documentation
> The Home Depot customer
satisfaction survey has become an ongoing initiative with improvements implemented
from the feedback
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