Question

CASE STUDY ASSIGNMENT Carter Cleaning Company The New Training Program The carter cleaning centers currently have no formal orientation or training policies or procedures and Jennifer believes this is one reason why the standard to which she and her father would like employees to adhere are generally not followed The Carters would prefer that certain practices and procedures be used in dealing with the customers at the front counter. For example all customers should be greeted with what Jack refers to as a 'big hello' Garments they drop off should immediately be inspected for any damage or unusual stain so there can be brought to the customer's attention, lest the customer later return to pick up the garment and erroneously blame the store. The garments are then supposed to 302 PART 3TRAINING N be placed together in a nylón sack immediately to separate them from other customers garments. There are other matters that could be covered during orienta also has to be carefully wiritten, and training, says Jennifer. These include company policy regarding pa lateness and abserices, health benefits (there re nohe, oth with the custömers name and te ephorie number änd the date c noted oh all copies, The conte perso is also supposed to take the than opportunit terproofing, or simply notify the customer that "Now that. people are a clean and safe work area, personal appearance and cleanliness, tima doing their spring cleaning, we're having a spocial on drapery cleaning sheets, personal telephone calls, and personal e-mal all this month.: Finally, as the customer leaves, the counter person is ), substance abuse, eating or smoking on ty to try to sell the customer additional services such as wa- the job (both forbidden), and general matters like the maintenance lennifer believes that implementing orientation and training pro. supposed to make a courteous comment lise Have a nice day." Each grams would help to ensure that emplayees know how to do thei of the other jobs in the stores pressing, cleaning and spotting, and jobs the right way. And she and her father further believe that t is o so forthsimilarly.contain certain steps-procedures, and, most impor wemployees understand the right way to do their jobs that there taritly, standards the Certers would prefer to see upheld is any hope their jobs will be accomplished the way the Carters want: 8-21. Specificaly, what should the Carters cover in their new em- 8-22. In the HR management course Jennifer took, the book sug- The company fas had problems, Jennifer fees, because of a lack em to be accomplished. of adeguate employee training and orientation, For example, wo new emplayees became very upset last month when they discovered that Questions they were not paid at the end of the week, on Friday, but instead were paid (as are all Carter employees) on the following Tuesday. The Cart ers use the exta 2 days in part to give them time to obtain everyone's hours and compute their pay. The other reason they do it, according to lack, is that frankly, when, we stay a few days behind in paying employees it helps to ensure that they at least give us a few days notice before quitting on,us. While we are certainly óbligated to pay them anýthing they earn, we ind that psychologically they seem to be Tess likely to just walk out on us Friday evening and not show up Monday marning if they still haven't gotten their pay from the previous week. This way they at least give us a few days notice so we can find replacement." ployee orientation programm, and how should they convey this informatian? gested using a job instruction sheet to identify tasks per- formed by an employee. Should the Carter Cleaning Center use a form like this for the counter person's job? If so, what should the form look like, say, for a counter person 8-23. Which specific training techniques should Jennifer use to train hei pressers, her cleaner/spoters, her managers, and her counter people? Why should these training techniqu used? ranslating Strategy into HR Policies and Practices Case*S e accompanjing strategy map for this chapter is in dyManagementi ab, and the overall map on the inside back cover of this test outine

*This is Human Resource case study.Is joined together for clarity

1. Make Analysis & Evaluation of the case study above. Elaborate your answer.