Question

Read and Complete Case Study #2 –Managing People.

The central components of your analysis should include issue identification, issue analysis, solutions, and potential limitations to your solutions. The case analyses serve to:

a) Provide an opportunity to apply the class concepts in the solution of practical problems.

b) Provide you with a common task through which you can learn to be more effective thinkers and problem-solves in your organizations.

The written case analysis will be evaluated based on your effectiveness in identifying and analyzing issues in the case, the adequacy of and support for the recommendations made, and the identification of potential downsides to your solutions. In addition, written case analyses will be judged based on the clarity and technical quality of the writing and report presentation. The case analysis should approximately 500 words.

MANAGING PEOPLE or Employees Are No Accident at Farmers Insurance Group of Co relevant to their jobs rather than forcing them to learn Learning Opportunities f Farmers Insurance Group of Companies insurer of auto and homeowners insurance in the United States thing at once and having them and also provides other insurance and financial products, to recall the information when they need it later. As a Farmers has 60,000 employees and exclusive and independent of the program revision, converting new agents to agents in every one of the 50 states. It processes millions of status improved by 12%, sales results exceeded sale insurance quotes, new policies, renewals, and bills each year by 1 1%, and agency success rates increased 10% In the insurance industry. is the third-largest frustrated with beirimvery Recognizing that new technologies are potenti legal aseful requirements and the introduc tion of new products, processes and services make training and for training delivery and instruction, Farmers has development critical for business success. At Farmers Insur use virtual classrooms, mobile learning, social netw ance, learning professionals are rewarded based on the degree tronic tablets such as iPads, and learning simulations which training and help the business meet its objectives. Learning is delivered electronic tablets to take notes, access websites and based on the desired end result. No wonder that Farmers has and view videos. The video capabilities of the tablets allo been ranked in the Top 10 of Training magazine's Top 125 for instructors to use them to record the learners the last four years and will be inducted into the Hall of Fame and then provide feedback and coaching. Also, the instructors ng programs change the behavior of employees taking courses at the University of Farmers, learners can practicing skils uses a blended learning approach to deliver can create learning materials such as iBooks with erational employees and videos. To encourage learning outside of a formal classros effective learning to its multi agents who are located across the U.S. Farmers believes that environment, Farmers developed iFarmers a rather than allowing learners to chose the type of training ers, sales agents, and employecs. The iFarmers customer app method that they believe best fits their style, a blended learn helps customers learn about different insurance products. An ing approach is more effective. As a result, its training pro- grams integrate face-to-face instructio virtual simulations, and coaching. Technology is used focused learning for sales agents. Farmers has also been exper ivering knowledge and i ctive. As a result, its training pro- Claims app gives customers access to input a face-to-face instruction, print, online, video, their insurance claims. The iAgent app provides busine nd managing instructor-led training is used imenting with social networking for employees to collaborate development. In the past five years the amount of create and share knowledge, and to provide performance sup learning delivered through instructor-led classroom based port. Some training training has dropped from 90 to 50%. The other 50% collaborat online or informal learning. For example, various training methods to help its employees cope with the Facebook, e-mail, or an RSS feed. changes made in claims processing, ratings, billing and prod- QUESTIONS uct systems in support of Farmers business strategy emphasizes customer experience, distribution, and product management excellence. For example, fielkd managers were 2. Does Farmers support informal learning? How? What required to complete online training and webinars designed to provide the new knowledge they needed. Then the man agers received instructor-led training, videos, and coaching guides. Farmers also revised its training program for new agents as a result of an increased failure rate of new agen- es. The revised program includes more coaching, perfor- t wiastis Tamers' Comprchemsive Training Pulicy. mance support aids, and multimedia meth ds. It also nsures aanuary february 2011), pp. 2- 31, İ Salopek neiving th gh0p that new agents learn knowledge and skills when they are Cultivating Growth.-T+ D(Cktober 201 programs are using the social network for is collaborative exercises Farmers "Agency Insider" progran whether they want to use Twitte Farmers is using allows learners to specify 1. Is Farmers' training strategic? Why? What information did you consider in determining your answer? else could the company do to facilitate informal leaming? How would Farmers determine if training, instead of some reason, was responsible for the failure of new agents? other 1RCES Baed on wwาะ farmen corn, web February p 42-44: L Frcifeld, "Farmens' Premier Position. Taining HR IN SMALL BUSINESS How Nick's Pizza Delivers Training Results At first glance, Nick's Pizza & Pub sounds as ordinary as a company can be: a pizza restaurant with two locations, each in one of Chicago's northwest suburbs. But when you a look at the company's performance measures, d t oing on. In an industry where 20% ms toe, and operating profits around 6.5% are turnoves to replace only 20% of its employees CHAPTER 7 Training 313 training in communication called Mastery. T e Krys ธ0Success nd Long-mple e these and leadership and study a book Mastery: The Keys to Success and Long Term Fu mrnt by George Leonard Employees Passport, which profits of 14% or more. especially for a business in which includes a checklist of behaviors they are s are high school students. requirements receive a Leadership 301 Passport, which es the difference? It could be the culture for the employees they lead. During the weeks that at they watch for situations in widons of what they bot aer than hiring expert managers and laying down Nick's is choosy about who gets hired for is od then provides them with enough train witnessed. When the listed behaviors have all been observed and noted, the participants take a course in training, and they a x of rules, fully and exercise sound judgment. The finally are ready to be named trainers themsels emphasizes ways to develop trust-Along with these formal training programs, Nick the provides further on-the-job learning through coaching by Trainih ainees learn the company's purpose, values, the moment, not waiting for performance appraisal meet and they participate in role-playing activities to ings. For example, at the end of each shift, trainers Then it's on to skills training, begin- se lessons. purse called simply 101. During that four-hour thing they would like to improve. In addition, managers lesson in the kitchen, all the new employees taught to observe employee their future job will be-learn to make a themselves whether what they see would make them sganlss here, the trainees divide into work groups for to hire the employec.e manager is expected t level of training. In 201, these groups of trainees aek on longer-term training to be certified in performing to coach the employee on how to do better. job. For example, an employee might train in making for a few weeks until he or she earns a certifi QUESTIONS trainees to identify one thing they did well that day and one on the job and ask want immediate positive feedback. If no, the manager is expected 1. To the extent that you can provide details from the infor- mation given and a visit to the Nick's Pizza website w.nickspizzapub.com), prepare a needs assessment cation as a pizza maker Cluss 201 ends the mandatory training, but Nick's pro- ides incentives for further learning. An employee can par in additional 201 courses to learn more jobs and earn for training kitchen staff at Nick's. Remember to include increase. An employee who earns two more certifica- organization, person. and task analyses. dons (say, one in salad making and one in sandwich tion) enjoys a wage increase of 75 cents an hour-and the prestige of exchanging the uniform's tan hat for a red hat. could the work environment support trair Sme employees earn nine certifications, after which their 3. Do you think an outside contractor could provide training pay rises another $2 an hour, and they get to wear a black hat for Nick's as effectively as its current methods do? Why How does the work environment support training at Nick's? In what additional ways, besides those described. or why not? Are there some types or topics of training for Yet another level of training prepares employees to be which a contractor might be appropriate? If so, which ones? niners themselves. This level-301-prepares employ ees to earn a top skill rating in their areas of certification. accessed May 18, 2015, and based Besides these task-oriented skills, the employees receive Collar Millionaire. nc, February 2010, www.inc.com SOURCİS. Nick's Pizza & Pub corporale website, www.tickspizzapubcon, 2015; and based on Bo Burlingham, "Lessons from a Blue of Training: A Handbook of Lifelong Learning (New York, Oxford Univers A L E Salas and J. A. Cannon-Bowers, "The Science Decade of Progress." Annual Review of Psychology 52 (200 471-99: R. Noe, "Employee Training and Development, nd(New York: McGraw-Hill Irwin, 2015); H. Aguinis, and K. raiger, "Benefits of Training and ..2014 Industry Report," Turning, November/December 2G 16- Press, 2011). pp. 3-11. 3、 7th Development for Individuals, 4. J. Roy, "Transforming Informal Learning into a Compet l- Advantage." T+ D, October 2010, pp. 23-25; P.Galagan,"U ams, Organizations, and Society" Annual Review of Psycho , PE%, 60 (2009), pp. 451-474 nd M. London, Continuous Learning in Organizations5. S. I. Tannenboum, R. Beard, L. A. McNal, and E J: Lawrence Erlbaum, 2006): M. London, "Life-"Informal Learning and Development in Organizations, Introduction," in M. London (ed.). The Oxford W. J. Kozlowski and E. Salas (eds Learning, Training mal, the New Normal."T+ D, September 2010, pp 29-31

Answer 1

1. Farmer's training is strategic as it is a long term goal to increase the productivity of farmers and is aligned with the latest technological advancement which has taken place in the external environment. As the world is moving towards high level technology, farmers training has also taken a new turn by incorporating technology in terms of imparting training. Blended learning approach is used to deliver effective learning, online training and webinars are designed to offer training, farmers use social networks, virtual classrooms, mobile learning and i-pad for training purpose.

2. Farmers are supporting informal learning and are quite enthusiastic for the same. They use social networks, mobile learning and virtual classrooms to support learning. They are quite enthusiastic in terms of webinars and online training delivered to them. They have created iFarmers app for customers, sales agents and employees.

3. By using control techniques, the effectiveness of training can be evaluated. The agent's performance before training and after training is analysed and the gap is measured. If there is a significant improvement in the performance of the agents after training then it is successful otherwise it is a failure.