Case Study Questions

Tom would first need to work side by side the employees as well as the two new employees to ensure that they are doing all of the right things in order to be the best. For some of the training it would be impossible to set up in a day but just listening and working with employees is an important first step for Tom and Alex.

They need to walk around with the employees and see how they are working. They also need to work with the two new employees and give them an idea of the “excellence” that they should be striving towards.

Customers should be the top priority. Anyone who is dealing with customers should receive their training or retraining first so that they know how to deal with an angry customer or a customer complaint.

They should try to listen to their employees more. They are clearly unhappy and if they tell their employees they are willing to listen to their complaints and are going to strive to try and fix them, maybe they will be more willing to train and get more involved in their jobs.

They should always be actively trying to get their employees into training. Even if this just means working beside them, they should always be ready to try and help out.

I don’t think that it would be a good idea to bring in outside help, their employees should know that they have the time to listen to them and don’t need to hire someone to do it for them.

They should have exit interviews with the employees that they won’t be able to keep, but they should determine the rest from asking their employees about the problems they have at work.

They should realize that it will take time for the employees to break their bad habits and replace them with good ones. But they should at least expect it in a few weeks.

They should work with their employees, they should work with them, listen to them, have weekly meetings to discuss their jobs and how to be better at them and maybe a full training refresher every month until things turn back around and then schedule them...