Leadership and Management Services Australian Hardware Training Progr

Question: Discuss about theLeadership and Management Servicesfor Australian Hardware Training Program. Answer: Introduction Preparation of an effective pilot training program includes a stepwise and systematic procedure for meeting the participant expectations and organizational objectives (Phillips Phillips, 2016). This assignment is based on the three months of pilot training program that has been delivered by the external training provided Train Your Way Up (TYWU) to the sales staff of the organization named Australian Hardware (AH). However, upon completion of the training and the evaluation of its effectiveness, it was found that the training has failed to meet the targets of its purpose. This assignment will evaluate the effectiveness of the previous development activities undertaken by TYWU and develop new leaning and development plans. Apart from this, renegotiation with the providers will be carried out to allow them to deliver an acceptable level of quality. Review of the Training Outcomes From the summary of the initial training outcomes, it is evident that there was a dearth in every aspect of the training program. This includes the fact that the number of employees targeted to receive the training was 4,000 but the actual number of employees who received the training was 367 which was approximately 9% of the actual target. From the randomized collected data on the application of the sales model features by the employees, it was found to be 45% as against the target of 80%, which was approximately 56% of the actual target. The only positive outcome of the training program was the average assessment score of the trainees which was targeted to be 80% and the achieved score was 90%, which was 112.5% of the target. An effective pilot training program includes the assessment and identification of the existing gaps and needs in the organization and filling them (Yadav, 2014). However, from the evaluation data, it can be stated that the training program was failed to achiev e its targeted levels and scored poor results in few aspects. A simulated business information of the AH can be obtained from the assessed data of the post-presentation scenario. The AH do not implement sustainability as an important differentiator of AH as the sales staff were not trained enough to do so. The sales model of AH does not ask the customers about their possible future needs and their primary needs as the sales staff members did not follow the sales model as a result of the faulty training program. Considering the long-term benefits of the organization, sustainability is a crucial aspect in terms of corporate and economic perspectives. In addition, customer satisfaction can be enhanced by knowing their present and future needs that in turn increases the revenue (Sorescu Sorescu, 2016). The interpretation of these performance data to the senior management team will involve proposal of interventions that I would implement for rectification of the issues. Since the faulty pilot training program could be detrimental to the business and the organization, therefore the rectification process would involve addressing of the performance gaps for achieving the organizational objectives of increasing sustainability and the long-term goals of retaining the satisfied and loyal customers. Only 68% of the customers are aware of the sustainability practices of AH and 67% of the customers are satisfied with their shopping experience with AH, as against the targets of 95% each. It is recommended that there has to be a 28% and 29% increase in both these aspects by making the customers aware of the communal and environmental sustainability commitment of the company with its ethical services and products. The sales team should look out for ways to increase the daily customer interaction and facilitating feedback by carrying customer service throughout every customer touch points. The line managers should be participating in the regular support and monitoring of the e mployees for applying the sales training on the job. Training Strategy and Schedule An effective pilot training program for the employees is essential for the long-term success of business as they provide multiple benefits for the organization and the employees if they are properly implemented and carefully planned (Krn, 2014). The training program has to be conducted considering the goals of the company during the stages of implementation and development for devising an effective program. Training objectives: To increase the number of trainees in the new sales model and sustainability practices. To increase the application of the sales model and sustainability practices by the trainees. To increase the revenue generation by the trained sales person per month. To increase the customer awareness of sustainability practices by the sales persons. To increase the customer satisfaction with their shopping experience. Actions: Timeframe Activity Teaching or Assessment Resources Conducting rotational and real-time coaching activities Real time approaches would increase the participation of the trainees and the actual faults in their sales activities can be rectified Trainers (1 to 30, depending on the number of trainees) and managers Practical training of the sales model and sustainability practices Conducting digital courses and group discussion modules will serve to increase the skills and knowledge of the trainees for their application Digital library resources and online discussion community facilities Theoretical training session on customer, competitors and products of the company Extensive theoretical training program will improve the skills and knowledge of the trainees about sales and increase their revenue generation Trainers and line managers for continuous monitoring A brief classroom course on sustainability practices Rotational offline teaching course on sustainability practices will increase the awareness of the customers by the sales persons Trainers and offline course materials Practical and real time activities on customer satisfaction Training on online and offline shopping experiences of the customers help the sales persons to increase their satisfaction levels Online teaching resources and line managers for offline monitoring Renegotiation of the Training Agreement In todays business environment, maintenance of the negotiation of the static agreements is becoming increasingly difficult to withstand the change pressures (Maglio Spohrer, 2013). Therefore, re-negotiation is emerging as a growing trend in international business and they should be kept at a minimum for effective management. Renegotiation of the training service agreement of AH with TYWU will include the proposed training strategy and resources for achieving the long-term objectives and goals of the organization. The renegotiated parts in the service agreement have been presented to facilitate the learning of the sales persons. Scope of Services Sales training for increasing the sustainability awareness of the customers by the sales persons (along with the new sales model): Greet the customer. Proactively explain the customers about the sustainability commitment of the company. Make the customers aware of the communal and environmental sustainability practices of the company. Demonstrate the ethical services and products of the company. Collect feedback from the customers to evaluate their sustainability awareness. Service Specifications The table below describes the renegotiated services to be provided under this service agreement. Service Scope Increasing customer sustainability awareness training 4,000 employees Training on increasing customer satisfaction 4,000 employees Fees and Payment Terms The renegotiated fee details for the services provided under this agreement. Service Fee Payment Term Penalty by TYWU to AH for offset costs $100,000 Paid to date Additional bonus payment $200,000 Paid on successful completion of training by the fourth quarter of FY 2015-16 Service Level Targets Services provided under this renegotiated will be measured against the following performance standards and timeframes (along with the sales model training). Service Performance standard and timeframe Increasing customer sustainability awareness training 4,000 employees by the end of the fourth quarter of FY 2015-16 Training on increasing customer satisfaction 4,000 employees by the end of the fourth quarter of FY 2015-16 Average assessment score 95% Monitoring and Reporting Services will be monitored according to the following renegotiated reporting schedule. Service Report Timing Increasing customer sustainability awareness training Audit of the training and assessment records Completed by the end of the fourth quarter of FY 2015-16 Training on increasing customer satisfaction Line manager and third party reports Completed by the end of the fourth quarter of FY 2015-16 Average assessment score Assessment records Completed by the end of the fourth quarter of FY 2015-16 On a concluding note, it can be stated that the business scenario of AH can be remarkably improved with the proposed training program by TYWU. Evaluation of the effectiveness of the training program by the end of the fourth quarter of FY 2015-16 will generate positive outcomes that will be beneficial for achieving the goals and objectives of the organization. References Krn, S. (2014). Analysing customer satisfaction and quality in constructionthe case of public and private customers.Nordic journal of surveying and real estate research,2. Maglio, P. P., Spohrer, J. (2013). A service science perspective on business model innovation.Industrial Marketing Management,42(5), 665-670. Phillips, J. J., Phillips, P. P. (2016).Handbook of training evaluation and measurement methods. Routledge. Sorescu, A., Sorescu, S. M. (2016). Customer Satisfaction and Long-Term Stock Returns.Journal of Marketing,80(5), 110-115. Yadav, B. (2014). Effect of corporate resilience training program on employees' engagement.International Journal of Education and Management Studies,4(4), 330.