Additional Case 8.1
Aysha, an HR manager, has been assigned the task of implementing a training and development program at her firm, Singer Enterprises. The firm has offices in New York, California, and India. Executives at the firm want to develop more innovative products and improve customer service. Singer employs 50 product development specialists and 200 customer service representatives.
Aysha must determine the fit between the current organizational culture at Singer and the firm's new mission and vision. After gathering the results of a needs assessment, Aysha will be responsible for implementing appropriate training programs. In an initial review, Aysha discovers that a large percentage of customer service errors stem from representatives who simply do not remember all the different pricing programs and policy changes. Aysha also learns that the firm's product development team is scattered throughout the firm's offices and that members rarely have face-to-face meetings.
-Refer to Additional Case 8.2.Which of the following would be the best method for improving the firm's customer service?
A) Establishing a performance support system
B) Implementing cross-functional training
C) Providing realistic job previews
D) Offering teletraining

Question

Additional Case 8.1
Aysha, an HR manager, has been assigned the task of implementing a training and development program at her firm, Singer Enterprises. The firm has offices in New York, California, and India. Executives at the firm want to develop more innovative products and improve customer service. Singer employs 50 product development specialists and 200 customer service representatives. 
Aysha must determine the fit between the current organizational culture at Singer and the firm's new mission and vision. After gathering the results of a needs assessment, Aysha will be responsible for implementing appropriate training programs. In an initial review, Aysha discovers that a large percentage of customer service errors stem from representatives who simply do not remember all the different pricing programs and policy changes. Aysha also learns that the firm's product development team is scattered throughout the firm's offices and that members rarely have face-to-face meetings.
-Refer to Additional Case 8.2.Which of the following would be the best method for improving the firm's customer service?
A) Establishing a performance support system
B) Implementing cross-functional training
C) Providing realistic job previews
D) Offering teletraining

Quizplus · Accepted Answer

A performance support system would be the most effective method for improving the firm's customer service as it would provide representatives with real-time access to pricing programs and policy changes. This would help to eliminate the memory gap issue that is causing errors. Cross-functional training may also be helpful for improving overall customer service, but it does not address the specific issue of representatives not remembering pricing programs and policy changes. Providing realistic job previews and offering teletraining are not relevant solutions to this specific issue.

Additional Case 8.1 Aysha, an HR Manager, Has Been Assigned the Task of the Task