Current Statistical Results (3.1 & 3.2) The Tanglewood Company provides excellent customer service and always strives to maintain quality employees. Recently, several store managers have doubts about the employees hired to work for them. The current methods used in the selection process of new employees received negative reports from managers. Teamwork has been a problem with employees failing to realize Tanglewood’s reputation for organizational culture. This has caused managers to fire employees.
Frank may be the leading salesperson who has to deal with the situation when it actually happens (customer dissatisfaction). Ricardo, on the other hand, coming from a different culture with a different work experience may be the one that feel hostile regarding to Frank’s response, or depending on the scenario. Louise has lost her leadership skills in handling the situation after sensing of what her team is likely to be thinking and feeling in the situation. 2. How does Louise's personality (according to her MBTI score) play a role in this scenario?
The application process needs to be reviewed before the actual hiring takes place. This insures the applications are complete. Carl could have personally checked each application before signing off on the hiring of the trainees. Another option is to delegate someone already working for the company to make sure applications are complete before Carl even sees them. Transcripts should also be reviewed before a trainee is hired this should be done by the appropriate people for the company who understands transcripts, again before Carl ever receives the application for employment.
One division might do better in one than the other. Each division should be allowed to make their own decisions on how they want to recruit and advertise for these positions. Each hiring manager should prepare new hires to achieve the customer service skills they desire. Each candidate should know what they are looking at from the moment they see the ad placement. Tanglewood should look more into media outlet and take a little more time with those candidates to produce better results.
They also liaise with the warehouse staff to know what goods have been supplied and by whom so that they are aware of the invoices that will be received from the suppliers. The main accounting system was setup at the point of the management buyout and to keep costs low and for the ease of installation it was decided to operate using Microsoft Excel spreadsheets instead of a more sophisticated integrated computer package. Spreadsheets are used to record all transactions. At the end of each month the spreadsheets are used to manually update the general, accounts payable and accounts receivable ledgers. These ledgers are on a tailored software package that enables the financial reports to be run.
The loss of production and or customers due to failure to deliver the employees or products you sell is also an indirect cost that affects the business in a negative way. One indirect cost many of us do not think of is the effect on the companies morale and that can take a toll on others employees especially the ones who are taking the brunt of the work that the separated employee was performing. Turnover and the indirect cost can even include more frequent accidents and higher injuries due to the inexperience of newcomers. If you take all of the cost, the indirect and direct cost into consideration, you can start to see the full scope and calculate the cost of the
The employees may feel a certain way about the layoff of the co-workers and also it may effect how they work. Also another thing is the loss of valuable and knowledgeable employees may affect others too. The new hire people will have no one to ask if they do not understand or know how to perform a task asked of them. This can cause serious problems for productivity and for the patients at the clinic. The last disadvantage I think will be a problem to the Dodge Clinic is employees seeking employment elsewhere because they do not feel there job is secure.
The interview can take place at any time; it would involve the interviewer conversing with the candidate and making a judgment to see whether they hold the right skills or attitude to work for the organisation. The interviewer will ask all the needed questions to help them decide. Unit 13: Recruitment and Selection in Business Telephone interviews can be useful as you can screen out unsuitable candidates at an early stage in the recruitment process, doing this will save time and money as you do not have to spend money on an interview. Multi-stage Multi-stage interviews involve the candidate taking part in more then one interview before they are chosen. This may mean the interviews are of a different type each time; the candidate must pass and go through each stage to get the position.
6. Why is it important to solve a customer’s complaint to the customer’s satisfaction? If a customer’s complaint isn’t resolved it can lead to a bad reputation for the company as well as a decrease in sales. When a customer is unhappy with a product or service they will often tell people about their bad experience. This will lead to people not wanting to use your products/services.
The direct observation assisted in recognition of employees “misbehaving” when provoked by irate customers. Being provoked is not a valid excuse, therefore, individuals in need of training consist of those repeatedly evaluated for low performance issues, poor customer service observations made by mystery shoppers/others and employees in whom customers address by name and