Hrm 420 Week 3

Week 3 Homework

Training Objectives and SMART Goals Paper

A. Wal-Mart has grown from a small one-town discount store to a multi-million dollar business with stores across the nation. Although this company has grown rapidly and appears successful, strategic planning needs to continue so the company remains viable. Change to increase performance in aspects such as teamwork, cooperation with customers and training methods is an area the managers are looking to lower employee turnover and retain employees. Looking at the past and current operations, comparing key features in Wal-Mart’s operation and recommending areas for continued improvement will keep Wal-Mart successful. One thing to consider when deciding if a new hire orientation is needed, is to think about how the tasks specific data that is necessary to acquire through an evaluation program. An evaluation system will help develop a needs analysis creating a new orientation for the future. The group of employees that this training objective will target is new hires customer service representatives and cashiers.

B. Walmart’s training needs are to have training classes for customer service provided to all Walmart associates including managers, assistant managers, door greeters, and other employees. Recommend that Walmart’s subcontractors such as Subway and the nail salon employees also receive this training. The focus of the training will be on customer service and satisfaction so that all associates can gain the knowledge of Walmart’s vision and serve the customers in a way that the customer’s believe or think that they may be right at home and a part of the family. According to Johnson (2008) a few ways to enhance customer service is, making it easy for the customers, limit the number of associates who help a customer, chop down the phone tree, and have a live person on the phone. Finally, if the associates make a mistake, admit to it. Recommend all of these customer service techniques be on the...