Organizational training plan 5k,lifebooker refund policy,gluten free cooking classes san diego,universal law of attraction videos - For Begninners

Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Discover the Most Effective Organizational Training Techniques, Employee Training Methods, and Everything You Need to Know About Employee Traiing and Development on the Training Station. Employee training should be adopted by your organization in order to achieve your set goals.
Training Station allows you to understand employee training methods such as traditional models, the organizational learning model and the social learning model.
Job Rotation is another form of organizational training which involves teaching the current staff various kinds of jobs over time. Before adopting any of the employee training methods, an organization must consider identifying the most suitable strategy for the program that will meet all the needs of the organization.
This month’s article round-up has a little bit of everything for every manager or employee! Lately, everyone has been focusing on Millennials in the workplace – how to onboard them, how to train them, and, in short- how to make the rising power in the labor market most productive to your enterprise. This month I have compiled a fantastic collection of the most interesting employee training articles! Many business owners are planning to have employee training plan template for their businesses.
Excellent customer service and high customer satisfaction must start with understanding customer expectations. When measuring customer satisfaction, companies generally ask customers whether their product or service has met or exceeded expectations.
When customers have high expectations and the reality fall short, they will be disappointed and will likely rate their experience as less than satisfying. Customer expectations set the bar for customer satisfaction which also affects repurchase decisions and customer loyalty. One of my favorite quotes about customer expectations is from Roy Hollister Williams, a best-selling author and marketing consultant best known for his Wizard of Ads trilogy. Customers expect service basis – there is a perceived expectation that every customer has when going into a business relationship. The service process is the key to exceeding expectations – companies are supposed to be accurate and dependable and provide the service they promised. Customer expectations are duel-leveled – The study found that customers’ expectations had two levels: desired and sufficient.
Manage promises – to manage expectations, companies can first start managing their promises.
A lot can go wrong during your business relationship with customers; it’s necessary to make sure you are always thinking about setting expectations, meeting expectations or resetting expectations. Customer satisfaction is a result of the service level you deliver compared to what your customer expects to receive.
That might well be the case, so you must ensure your product or service is priced accordingly so you can meet needs while being profitable.
Most customers have a set of basic needs that they want from a service, make sure you understand them and work them into your customer service strategy. At R&G Technologies, the sales guys and account managers are very transparent with all customers. The goal here is to not just meet customer expectations; it should be to ‘wow’ customers and exceed them.
An awesome example of exceeding expectations was showed by a customer service rep at Netflix. The key is how,you go about acknowledging you have stuffed up and how you put systems in place to fix and reset customer expectations. At the meeting your aim will be to fix any discrepancies that have caused the problem in the first place.
Unfortunately during this growth, the change was not passed on to the early customers, so as a result; there expectations were still as if they were three years ago. Now that it was taking six hours, they felt the service was not living up to expectations and considered it bad. I worked with the company to develop a strategy that involved resetting customer expectations and educating customers on what service level they should expect moving forward. So far everything has been going well for the company and the news has been well received by customers. Amazon has been known for outstanding customer service, consistently outdoing their customers’ expectations.
To Joe’s surprise, the Amazon customer service representation was very understanding and without a blink, had another PlayStation 3 shipped out to Joe, arriving on Christmas Eve, just in time! Zappos is considered by many as the company that delivers the worlds best customer service. In this particular instance, one customer required some new hard-soled shoes as she had just come out of some harsh medical treatments which left here feet number and sensitive to pressure. Two days later, an enormous bouquet of lilies and roses arrived at her door, from the Zappos customer service representative! I came across this great example of excellent customer service in Gregory Ciotti’s recent article on the HelpScout Blog.
The email requested if Calloway had any grips in stock and he’d be happy to pay a fair amount for a replacement, that’s how much he loved his putter J. This is a great example of a company doing something small, but certainly exceeding a customers’ expectations for the service. All in all, great job by Callaway, definitely setting the bar high for all golf manufacturers! If you enjoyed this example, I definitely suggest you check out Gregory’s seven examples of excellent customer service.
Based upon some very appreciated customer feedback, I have decided to replace your existing vegan wallet with a complete free upgrade. All their customers must be feeling very satisfied, and I dare say Rogue Industries has gone a long way to retaining some of their not so satisfied customers who may have been upset with the quality of the original product.
By understanding customer expectations and knowing how to set and meet them, you can go a long way to achieving high customer satisfaction.
Ross Beard is on the marketing team at Client Heartbeat, the simple customer feedback tool. A simple customer feedback tool that surveys customers, measures satisfaction and identifies unhappy customers. Client Heartbeat sends personalized email surveys to your customers on a periodic basis to measure customer satisfaction.
By using past scores and industry data, Client Heartbeat identifies unhappy customers are 'at risk' of defecting to competitors. In the first part of the Re-Imagining Agile series I wrote about some of the ideas Agile is based on. I wrote that most business organizations are designed based on a different set of assumptions, Theory X. It is my belief that what has enabled the Marines to make the paradigm shift was that they had pretty strong Theory Y leanings even before. For now, I am going to leave the question of how to make an organization, even a large organization, make the basic paradigm shift. The purpose of such a framework would be to improve the quality of decisions throughout the organization. I will not go into details about how to use the OODA Loop, but I will mention that an important facet is the ability to change speed and direction very quickly.
Just like Agile methodologies allow development teams to use short iterations and short delivery cycles, so can business strategists compress strategy cycles with Strategic Navigation. When I became interested in Maneuver Conflict, and saw the OODA Loop , something went BANG!!! We can reduce I in top levels of an organization by making as many decisions as possible at lower levels of the organization. Quick switch to our Systems Thinking hat: When we decentralize decision-making we shorten information feedback loops, which shortens delay in the loops, which increases the effect and reliability of the feedback. Looks like Maneuver Conflict, Queueing Theory, and Systems Thinking all lead to the same conclusion. Here is one implication: If the CEO of your company understands the OODA Loop, and you, a software developer, understand the OODA Loop, you know have a common frame of reference. Because everyone in the organization can use the OODA Loop as a frame of reference for how they make decisions, everyone in the organization has a shared frame of reference for understanding each other.
We can use the OODA Loop, Little's Law, and the list above to begin designing an agile organization. Judging from our sample companies in Figure 1, we want to keep the main organizational units no larger than 100-200 people.
We are designing from the outside in, so let's begin at the point where the business organization has contact with the customer.
I am also going to push the principles of Theory Y, pull and self-organization to the max here. The modern industrial organization is a vast complex of interdependent relationships, up, down, across, and even "diagonally." In fact, the system is so complex that only collaborative team efforts can make the system work effectively. If you are an Agilist, you and a Prime Process sales person do have a lot in common: shared goals, and shared assumptions about how to achieve them. Signing up might be as easy as moving a kanban card representing you, the developer, from a resource pool area on a whiteboard, to a project team area on a different board.
If the sales team does not make the sale, everyone just moves their cards back to the pool. What if there isn't enough people, or anyone with the right skills, available within the company? Note that the team does not necessarily have to bring people from other parts of the organization in.
By this time you probably think I am off my rocker, but there are real organizations that exhibit precisely this kind of flexibility. If you had suggested to the team members who invited me that they should check with the team management first, they would look at you as if you were a bit funny in the head.
If the right people cannot be found within the organization, the team can decide to hire people temporarily.
As I have already mentioned, anyone in a team is free to contact any other team without going through a vertical hierarchy. In a hierarchical structure, information is usually pushed upwards, through standardized reporting procedures. One reason why pull communications are under-used in hierarchical organizations is that managers are already swamped by information pushed at them.
Note that the structure in Figure 13 allows both independent action and close collaboration. Depending on what they do, some teams last only a short time, other teams may be very long-lived. For the purpose of the model, I have assumed that the organization is fairly large, and that the basic business unit is an independent company.



It is also possible to have other companies absorb people from the failed companies, or use the freed manpower to start new businesses. Traditional enterprises also divide themselves into companies, but they do it in a different manner. It is very important to avoid this trap, and set companies up so that they really are built around end-to-end value streams.
As I showed in the section about teams, it is quite likely that these companies have opportunities to collaborate now and then. When a company believes it can benefit from formal collaboration with one or more other companies, it can attach itself to a Power Group.
The Noble Vision is an idea that unites not only the people within the organization, but also the organization and its customers. One very important service that should be handled by the core in most organizations is basic management training.
A basic rule is to centralize services that benefit from economy of scale, and decentralize services that benefit from economy of speed. I have mentioned the need for leadership training a couple of times in this article series. We can summarize our design goal for the organization, and the necessary conditions that must be satisfied in order to achieve the goal. Though I did not write about it, I used Self-Determination Theory (SDT) as a guide when developing the organizational structure. This article series was inspired about a discussion in a LinkedIn forum about Agile principles. The most efficient and effective method of conveying information to and within a development team is face-to-face conversation. At regular intervals, the team reflects on how to become more effective, then tunes and adjusts its behavior accordingly. Systems Thinking would be applied to software methodology design to a higher degree than it is right now.
The idea that there are practices who are "best practices" regardless of context would be abandoned. It is likely that software frameworks would become less popular, and reusable software modules and libraries would gain in popularity. Widespread education in Systems Thinking might lead to an increased interest in functional programming languages. Whether you agree with the ideas I have presented here or not, by reading this far, you have certainly exhibited a great deal of curiosity and tenacity. Last week the UCI Emergency Services Division held five training sessions for our campus Emergency Operations Center (EOC) Staff.
The training focused on the basic principles of the Incident Command System, section-specific and job-specific roles and responsibilities, and various resources that are available in the EOC to assit with operations. Training and Exercises is an important component of the Emergency Services Division here at UCI. Training is not an easy task to accomplish as it requires professional service coupled with strategic thinking. When deciding on the most appropriate training technique, it is very important to consider training both new and old employees. Workshop training involves a specialist training employees in a conventional working environment. The process should be reviewed and analyzed to ensure that it offers the necessary changes in the organization.
There are tons of new training methods and techniques that are being developed and upgraded that are sure to aid you in making your company’s training more efficient. If you want to improve your business performance, you have to give some training sessions to your employees.
If a customer feels like you did not deliver a service that was expected, they won’t come back and buy from you again. It’s unlikely for a hotel to exceed customer expectations if they only just have the customers room ready.
The desired level is the service the customer hopes to obtain while the sufficient level is the service which the customer finds acceptable. Many of the customers interviewed want to be ‘relationship customers’, they want ongoing, personalized relationship with the same representative from the company. The study found that some observers recommended deliberately under-promising the service to increase the likelihood of exceeding customer expectations. In order to understand what your customers feel is a good level of service, you first need to,ask them.
Something might have to give, but remember the minute you start not meeting customer’s needs, that’s when you risk losing their business. Too many times I’ve talked to customers where they’ve had sales guys over promise and set expectations so high that their poor account managers had no chance of meeting them.
Here you can tell customers what service levels they can expect to receive, what support is available to them, what results they should be getting and what KPI’s you’ll be working towards. They take the approach of leaning on the side of under-promising so that they are always seen to be exceeding customer expectations. He went above and beyond the required level of service when chatting to a customer via live chat. What I like to recommend is immediately when you have find out that you’ve failed to meet expectations is to call your customer.
Some will be fixable like training employees, but you may also need to reset customer expectations.
The initial customers were told why this change had happened and be assured their business was still extremely important to the company.
A lot of customers only knew the company had experienced growth and that the environment was different to what it was like three years ago.
Like most things you buy online, it was shipped to Joe’s apartment and since he was at work, left at the doorstep (signed by a neighbor). So when it says three days to arrive, they’ll do all they can to get it there in two – exceeding your expectations. They are always going out of their way to exceed customer expectations – it’s literally ingrained in their culture. Unaware of what shoes would work, she ordered six pairs, knowing the company had a 100% returns policy.
So she got on the phone to chat with a customer service representative to find out what she needed to do to return the other four. They really cared about their customer and went beyond what was expected to send her some beautiful flowers that left a lasting impression. In this instance of exceeding customer expectations, George, an avid Callaway user, emails the Callaway Customer Service Team to inquire about getting a replacement grip for his putter. George was happy to pay (probably a premium), but Callaway recognized this is an opportunity to offer excellent customer service and arrange a replacement for free. My hat is off to Rogue Industries, this is a great example of recognizing the company had failed to meet expectations, then went about fixing the expectations and sending out a replacement product, free. This means you get more actionable customer feedback that you can use to improve satisfaction. Command is the exercise of authority and guidance, and control is felt as feedback about the effects of the action taken because thinking is required at all levels. Using the Strategic Navigation framework, a business implementation of Maneuver Conflict, strategic cycles for large companies can be as short as a week. Little's Law gives us an idea about how to accomplish that: We can either reduce I, or increase T.
If you look at Figure 4 in Part 1, you can see that we can improve two high impact leverage points, the information flow structure, and the system structure, in one fell swoop. Remember, we are designing what ought to be, not trying to make minor improvements to what already is. It is probable that one day we shall begin to draw organization charts as a series of linked groups rather than as a hierarchical structure of individual "reporting" relationships. The sales-person would be trained in a sales method compatible with Agile software development, for example the Prime Process. Put the boards in the cafeteria, and everyone will be able to track what everyone else is doing at all times. Post the job openings to a computerized version of the board that is available to the entire business organization. If it is advantageous to do so, the team can temporarily move itself to another company for the duration of the project. Marine Corps team can decide to move from one chain of command to another if it makes it easier for the team to accomplish its mission. That means someone at the center actively goes out and looks at the situation in order to understand it. In the network structure we are designing, we do not push nearly as much information to managers. For example, a team responsible for the grocery section in a supermarket would never disband, even though membership would change over time.
The Virgin Group employs a strategy where the new company must find a market for itself that is different from the markets of all other companies in the network.
It is quite common for an enterprise to start a new company for the purpose of executing one step in a process. For example, companies might share information on a continuous basis, or work together to execute major operations. Think about Apple brand loyalty, a football team and its fans, and you'll get the basic idea.
Every leader in the organization, whether a Scrum Master or the CEO, must have the same basic training.
For example, the Virgin Group has an internal management consultant organization for the purpose of helping to solve thorny management problems.
When John Boyd developed Maneuver Conflict and the idea of a Noble Vision, he also conceived a leadership model, IOHAI. It is certainly not the only management or leadership framework that can be used, but it is a very useful one. We don't need a template specifically for how to construct software development methodologies.
If you have a mismatch in design philosophy, the processes will not match each other very well, which will lead to a lot of waste of effort and time, and reduce the quality of the end result.
It was clear from the LinkedIn forum that the word means different things to different people. It is clear that it leaves many considerations out of the picture, and that face-to-face conversation is not always the best alternative. I am for regular introspections, but I believe it should complement immediate stop-and-fix, not replace it. Most Agile methods today, with the notable exception of Crystal, are primarily focused on building things the right way.


We would probably move towards "solution development teams" rather than "software development teams".
At UCI, we use the Incident Command System (aka ICS) Structure to guide our emergency response operations.
Each section is comprised of staff from various departments across campus such as Student Affairs, Environmental Health and Safety, Facilities Management, Design and Construction Services, Transportation and Distribution Services, Police Department, Strategic Communications, Materiel and Risk Management, and other partners. The more we train and exercise the better prepared we are to respond to and recover from a disaster!
Training Station offers organizational training news to help you select a training program. New employees will need to be acclimated to their new job and old employees will want to be trained to reduce boredom as well as advance their skills in their specific areas of operations.
On-the-Job employee training is a form of classroom workshop training that allows employees acquire specific skills by performing the actual task. Job rotation helps in reducing boredom among employees, increasing job skills as well as open up new opportunities. On the flip-side, if you deliver a service that exceeds customer expectations, you can bet they will come back to buy again, and tell all their friends about the experience.
The opportunity lies in the ability to surprise the customer with an uncommon swiftness, face, courtesy, competence, commitment, or understanding.
They want a company representative to contact them, rather than always having to initiate contact themselves. This works very well for them because they get a lot of happy customers and a lot of business referrals. To do this, you must make sure you deliver a consistent level of service that is based on the key areas and KPI’s you have set for each customer when you set expectations.
This experience is often passed onto friends which generates word of mouth referrals and can help create a positive impression of your company.
Netflix service rep Michael responded to a live chat inquiry by introducing himself as “Captian Mike of the good ship Netflix” and then asked which member of the crew he was speaking with. There are a number of reasons why this might happen from poor customer service, under-trained staff, expectations set incorrectly, or even growing pains where expectations have changed.
As a result, they have one very happy and loyal customer who will forever be spreading the love and talking about his amazing experience.
One thing led to another and the two got chatting about diabetes-related issues that the customer and customer service rep’s father had in common.
In fact, Zappos actually encourages customers to order several products, check them out, and return what they don’t want. George noted in the email that he had been searching the internet for a place to buy a replacement grip, but just couldn’t find anywhere (see the transcript below).
If those expectation were met, that is great – but if they haven’t been, then please accept our apologies. Use the information I’ve discussed today to sure you set expectations correctly right from the first encounter.
You might wish to compare this figure with the reading map in Figure 1 (in Part 1 of this series). Originally it was used to describe the decision processes of fighter pilots, but it soon gained traction as a generic model for decision making. The particulars are different for other kinds of organizations, but the principles of designing from the outside in and designing against demand, i.e. Agile is not faster waterfall, so why limit ourselves when we are designing an organization ideal for taking advantage of Agile? The Prime Process has roots in Systems Thinking, and just as important, it is an explicitly ethical sales method with focus on delivering business value to the customer. Sales people must know whether people are available to do work, so the company will probably have a kanban-like system to ensure that sales people don't over-commit. The sales person may remove himself from the team in order to continue selling, but some of the people will remain, which provides continuity for the customer, and for the team itself. Ask instead: Given that people want to work, and want to do good work, what could prevent them from signing up?
The team can also contact other companies in the same organization directly, or through Power Groups. Profit sharing schemes for handling this are pre-arranged, so no complicated negotiations between business units are necessary.
The leaders in Figure 13 work together, ensure that the teams they lead collaborate effectively, and make trade-offs where necessary. We also present information in different ways, for example by using process behavior charts or TLTP diagrams.
It might be a good idea to require elected leaders to take advanced training in the leadership skills mandated by the basic paradigm.
Note that a company decides for itself which power group, or groups, it wishes to apply to. For example, at the Virgin Group, this is the people ensuring that the brand values are adhered to throughout the organization.
There is also a moral dimension to the Noble Vision concept, but I will not go into detail here. The IOHAI model is a framework for training leaders that can help move an organization towards a Noble Vision. Once again, I will not go into details here, but when you dig down into IOHAI, it becomes very practical and action oriented. We can construct a generic template for process design, and use that to design every process in the organization. For example, if the information conveyed is very complex, it may be necessary to write it down in addition to talking about it. User interaction design would become more important with this the re-imagined version of the principles. May 16, 2016 jessica.stapfA Community Pulls Together for Wildfire Recovery May 10, 2016 shayne.adamskiAre you prepared for wildfires?
Training Station is readily available for any of your organizational training advice and news. Gordon Tan, Managing Director of R&G, instructs his employees to treat every customer interaction as if they were going to ask for a business referral once the job was complete. Each plan has different customer expectations that have been established and need to be met. For instance, one of our Client Heartbeat customers (an IT Support company) was experiencing some really bad customer satisfaction scores.
Distraught, Joe contacted Amazon, knowing full well it was not their responsibility but thought he’d give it a go, a Hail Mary. Then implement the strategies I’ve recommended to ensure you meet expectations and keep customers happy. They did something really sneaky: They kept the name Command & Control, but they changed the definition of the word control! We know we want to design from the perspective of the customer, but it is not quite that easy. What if the CEO, a software developer, an accountant, and sales person, everyone in the company, including the people who empty the waste baskets, all had a common framework for making decisions? The model is called the OODA Loop, and it is at the core of John Boyd's strategy meta-framework, Maneuver Conflict. And we want to do more than to be able to respond quickly, we want to actually shape the environment.
For example, if your company is an industrial company, you may need to have some very large main units, like a large factory.
If more diverse skills, or more manpower, is needed, a message about the open positions are posted on the board. Lean folks call it genchi genbutsu, “actual place, actual thing”, to go and observe in order to fully grasp a situation. Of course, everyone in the organization should have basic training, and plenty of opportunity to learn on their own if they so choose. If one company fails, so does the process, and the other companies in the chain can't get the revenue they need to survive. Following the same structural pattern as before, most members of the core team will also be leaders of companies, service units, or power groups.
Using Maneuver Conflict terminology, they are responsible for the organization's Noble Vision. Suffice to say that the Noble Vision must be something that you and your team mates believe is worth striving for. There must be a shared base here, or it will be impossible to develop the trust and understanding necessary for decentralized command. Keep in mind that there are some risks with under promising as it can reduce your competitive appeal, so make sure you are aware of your competitive environment. This is a great way to set the scene and encourage employees to give a super level of service. The live chat correspondence continued for five minutes while the problem was identified and a solution provided.
According to the Grasshopper blog, Amazon takes advantage of local distributors and freelance couriers.
That requires the ability to go fast, and to change speed and direction very quickly for the whole organization! Still, the principle holds, and even within a large factory, we can strive to make value streams interfere with each other as little as possible.
For example, Semco, one of the model organizations in Figure 1, does not have organization charts for precisely this reason.) But you can show the basic principle.
They invited me to visit their BNI team next Friday, when they have their weekly business meeting. Michael didn’t need to add the personal touch and act like he was on Star Trek, but he did. The company had grown significantly over the past three years and the initial customers who would get serviced within two hours, now had to wait up to six hours. For example, the video capabilities of iPhone 4 fits neatly with the iMovie program included with all Macs. To make it worse, the companies usually use Cost Accounting practices, which means they all strive to be as profitable as possible, which means they have to fight each other. That experience exceeded Norm’s expectations and he felt the need to post it up on social media sites. The company’s service levels had changed, as it grew bigger, they were not able to be as quick and responsive as they use to be. They were now a much bigger company and had bigger systems in place to manage the service levels.



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