Individual and Organisational learning : Gucci

Résumé du document

This report aims to understand the training process in general, and using such literary devices in particular. It has been demonstrated that a clear and defined plan must be followed in order for the training to be successful, both for the company and its employees. A study was conducted in the customer care training done for Gucci. The results showed that the company fulfilled all the major conditions to succeed in training and to gain from it. The recommendation given was to increase the emphasis on evaluation.

Extraits

[...] In this training, both staff and managers were trained. Even if the sellers are the ones in constant contact with the clientele, manager training is useful as it allows them in a second time to coach their employees and permits good communication as they were both in the same situation (Storr, L. and Hurst, K. 2001). Moreover, manager training in customer care is important as in a store they are also confronted to customers and must respond to their expectations. [...]

[...] & Wilkinson, A. (2005), Human Resource Management at work. People Management and Development, (3rd ed). London: CIPD Naikar, N. (1999). Work Domain Analysis for Training-System Definition and Acquisition. International Journal of Aviation Psychology [online], pp271-290. http://www.leaonline.com/loi/ijap?cookieSet=1 Accessed on 12 March 2007 Noe, R., Hollenbeck, J., Gerhart, B. & Wright, P. (2006), Human Resource Management. Gaining a competitive advantage, (5th ed). New York: McGraw- Hill/Irwin Pinault-Printemps-Redoute (2007). Becoming a Group of choice. [online] http://www.ppr.com/front__sectionId-219_Changelang-en.html Accessed on 10 March 2007 Pont, T. [...]

[...] In this occasion, the company decided to make a two days training session with external courses. The aim of this training was to teach the employees how to use the customer database and allow them to receive maintenance training on customer care. The targeted population for the training was the front- line staff and the managers. Instructor-Led Classroom Instruction (Noe et al. 2006). Trainees were confronted to the real life situations and could thus see the consequences of their attitudes (Noe et al. [...]

[...] et al., 2006) has previously been done and it was found that training was needed in order for the employees to learn how to use the new software and to improve the customer service. Gucci's clientele is very specific and is in continuous demand. Hence, the need for training was justified. Providing training can cost a lot to an organization so this is why this step has a major importance. When it comes to designing and delivering the training, the objectives must also clearly be defined (Rael, L. 2000). [...]

[...] That means not only to be able to cope directly with customers but to anticipate their reactions. Finally, I will have to concentrate more on my personal needs for my future training in order to gain more efficient skills in the required area. References Anon (2006). Recovering from service failure: Generating profit through greater customer satisfaction. Strategic Direction [online], pp37- 39. http://www.emeraldinsight.com/ 10.1108 /02580540610665525 Accessed on 13 March 2007 Bedinham, K. (1998). Proving the effectiveness of training. Education + Training [online], pp166-167. http://www.emeraldinsight.com/ 10.1108 /EUM0000000004508 Accessed on 18 March 2007 Brockbank, A., McGill, I. [...]