Professional Documents
Culture Documents
For PJ Enterprises
WW Consulting
March 19, 2016
Performance Report
Analysis Methods
To determine causes and recommend solutions, WW Consulting performed the following tasks:
Performance Report
Data Summary:
Summary:
Training is short and does not provide information TOs need to provide quality customer service
Orientation does not provide product information, mostly company history and paperwork
Management attitude as perceived by employees is negative
Company mission is not communicated to employees
Trainers view training from their perspective and not from the perspective of the learner
Performance incentive is not perceived as a reward
Lack of product information in the catalog
TO product guide does not contain enough information, is not easy to use
There are no scripts or standard greeting
Monthly meetings are unpaid, optional, and negative
Finding
Description
Training (general)
Training (orientation)
Training (quarterly)
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Monthly meetings
Catalog
Attitude (management)
Expectations
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defined.
Incentives
Trainers
Environment/equipment
Customer survey
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FALSE
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FALSE
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Recommended Solution
WW Consulting, IT and Sheena Perez should work together to
implement an electronic product guide that meets all of the following:
Match the catalog information in the product guide to contain all
information about the product including dimensions, washing
instructions, sizes, available colors, etc.
Electronically available
Uniformly organized
Easy to use
Easy to read (bulleted where possible, not paragraphs)
Easy to search according to the catalog
Quick to search
Display estimated shipping
Display estimated shipping times
Display photos of the product
Integrated with the ordering system
Telephone operators Integrate the product guide with the Implement an update to the current order entry system to add a product
spend time looking up order entry system. The overall
guide. Note: According to IT, this is a possible future improvement.
information in the
time to service the customer must be
product guide then
reduced, thus reducing customer
have to look it up
complaints and increasing sales.
again in the ordering
system.
The catalog is
An improved catalog. Improving Sheena Perez should direct the catalog vendor to add photos,
inadequate.
the catalog will reduce customer
dimensions, sizes, colors, and estimated shipping cost, and estimated
questions, which will reduce
delivery times to the catalog.
customer hold time and complaints.
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An integrated
An integrated electronic ordering Once the product guide and catalog are improved, and the product guide
electronic catalog and system available to customers.
is implemented with the ordering system, PJ Enterprises IT should
ordering system is not Giving customers the ability to
make the integrated ordering system available to customers online.
available to customers. place orders without assistance will
decreases call volume and wait time.
Staff turnover is high. Staff turnover needs to be reduced. Management should hold regular mandatory staff meetings on paid
company time to inform staff of customer feedback.
The current staff
Improve incentives. Staff should be Management should revise the current staff incentive process to include
incentives do not
rewarded with meaningful rewards pay for performance, vacation days after certain amount of time on the
incentivize the staff. that rewards and incentivizes good job, and bonuses for sales volumes and/or low complaints.
performance.
The current
Improve the performance evaluation Management should write new performance criteria based on
performance
process.
meaningful and measurable metrics. Supervisors should gather the
evaluation process is
metric and evaluate each telephone operators performance. Supervisors
inadequate.
should review the performance evaluation with staff.
The current training Improve telephone operator training.Develop a product training program.
for telephone operators
Assuming a new electronic product guide is implemented, the training
is inadequate.
will focus on how to use the new electronic product guide. The training
will be chunked to include detailed product training of only 10 products
per day for sufficient retention.
The training will contain activities to reinforce retention.
PJ Enterprises will deliver the training once a day for a few days in a
row, during the days leading up to the day the catalog is issued to
improve retention.
The training will include activities and assessments.
Items will be placed on display in the telephone operators work area so
they can see, handle, and review the items. New items should be
brought in and old items brought out daily.
Order entry training is Improve the order entry training. Develop improved order entry training that includes the following:
limited with no guide
An electronic, online procedure guideline for the order entry system.
given to the learner.
Guided practice opportunities for new hires.
Assessment and performance feedback to new hires.
Basic customer service Customer service training.
Develop customer service training that will include the following:
skill training is not
Prewritten scripts for answering calls, transferring calls, placing calls on
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provided.
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12
Priority
1
Solution
Telephone Operator Training
Description
IT will create an online catalog,
or WW Consulting will set up a
SharePoint or shared directory
accessible by all telephone
operators and supervisors. This
SharePoint will display the
current product guide in
electronic format.
We will develop telephone
operator training which will
include the following:
* Order entry system training
* Customer service training
including call scripts, scenario
examples, practice scenario
activities
* Electronic Product Guide
training
Supervisor Training
Management Training
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Initiative
to develop a system of
communicating company
information to the employees
Evaluation Plan
We will conduct evaluations to assess the effectiveness of the training in meeting the business
goals of PJ Enterprises. This evaluation will occur 6 months and one year after the training
measures are implemented. Evaluations may include complaint statistics, surveys of telephone
operators for job satisfaction, employee retention rates, and/ or assessment of training standards.
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