Ojt_Exercise

|Becky Craig | |Assignment: Exercise 10-2 | |Objective of Exercise: Review Exercise 10-2:OJT. | |• Follow the assignment instructions at the end of this exercise on p. 184. | |• Format the 1,400-1,750-word assignment, which will be included in your final project for the section on Determining Effective Orientation and | |Training Methods, following APA guidelines. | |• Post the assignment as an attachment | |Content and Development |Points Possible |Points Earned |Comments | |70 Points Possible | | | | |A 3-day orientation/training program for new |10 |10 |Nice, professional approach to this assignment. | |salesclerks is included. | | | | |Specific topics to be covered. |10 |10 |Great job covering the topics required and additional topics | | | | |too. Very well done! | |Techniques to be sued. |10 |10 |Try to use a wider range of techniques like videos, CBT, | | | | |vestibule etc. | |Methods to evaluate the success. |10 |10 |Consider more empirical evaluation methods such as a 90 day | | | | |appraisal. | |1400 - 1750 words. |5 |5 |Well done on getting the word requirement met. | |Posted as attachment |5 |5 |Excellent! Thank you. | |Content is comprehensive, accurate and/or persuasive. |5 |5 |Good job making your paper detailed. You included all key | | | | |elements required. | |Paper develops central theme or idea. |5 |5 |Nice professional theme. | |Paper links theory to relevant examples of current |5 |5 |I can see that your experience shaped the tone of the paper. | |experience and industry practice. | | | | |Major points are clear and supported. |5 |5 |Excellent job supporting your main ideas. | |Readability and Style |Points Possible |Points Possible |Comments | |15 Points Possible | | | | |Sentences are complete, clear and concise. |5 |5 |Well done. You consistently use good sentence structure. | |Paragraph transitions are logical and maintain the flow|5 |5 |Perfect flow of ideas from one paragraph to the next. | |of thought. | | | | |The tone is appropriate to the content and assignment. |5 |5 |Excellent tone as usual. | |Mechanics |Points Possible |Points Possible |Comments | |15 Points Possible | | | | |Rules of grammar, usage and punctuation are followed. |5 |5 |Your sentence structure and grammar were excellent. | |Citations of original works are included in the body |5 |5 |Well done here! | |and appropriately formatted. - APA! | | | | |Spelling is correct. |5 |5 |No spelling errors were found. | |Total Points |100 |100 |  | |Submitted on time |  |  |  | |Adjusted Points |100 |Comments: | |Final Grade |A |Excellent work Becky! I liked your professional and thorough| | | |approach to this assignment. Well done! | Exercise 10-2: OJT Becky Craig MGT 210 October 10, 2010 Lisa Newman Exercise 10-2: OJT There is a feeling about starting a new job that gives a person a sense of excitement. That excitement then leads to that individual taking ownership of their new position. However, all of that can quickly be dashed if proper orientation and training procedures are not in place. “Good, well-planned orientation programs reduce job learning time, improve attendance, and lead to better performance” (Rue & Byars, 2004, p. 177).With this in mind, I have designed an extensive three day orientation and training program that is designed to effectively train the new salesclerks in the areas of customer service, the cash register system, and knowing about the products they will be selling. Training will involve instructors from the Human Resources Department as well as Department Managers. The intention is to break down the components of the sales clerk position and demonstrate the proper methods and procedures of how to handle different transactions and the different personalities of each customer. Below is an outline of what each day will entail, followed by an explanation of the details of each day. Orientation – Day One 1. Welcome new employees. 2. Introduction of department managers. 3. Brief history of the company. 4. Employee expectations. 5. Explanation of job duties and responsibilities. 6. Policies and procedures. 7. Questions 8. Tour of store (i.e. break room, layout of floor, etc) 9. Human resources for paperwork. Orientation & Training – Day Two 1. Appearance & attitude. 2. Customer service policies & procedures 3. Knowledge of product. 4. Cash register overview. 5. Role play: Customer interaction. 6. Questions Orientation & Training – Day Three 1. Cash register system training. 2. Practice transactions. 3. Questions. 4. Schedule shadowing employees. DAY ONE Day one is essential in calming the fear and anxiety of the new employee as well as establishing the employee to take ownership of their position within our company. Through the efficiency of our training program, we will establish the policies regarding attendance and customer interaction while instilling the excitement and rewarding aspects of the job when customer satisfaction is accomplished. We will be conducting most of our orientation in a classroom format, with a video regarding the importance of safety issues regarding the sales floor. We will also go over the employee manual this day as well, which will cover the job duties, expectations, and responsibilities. The next session that follows is the tour of the store, beginning with where to park, where to enter and exit the building, time clock, break room, restroom facilities, and the sales floor. Once we are on the main floor, we will cover the importance of keeping the floor clear of hazardous situations which will confirm what was watched in the video, which will give visual examples of what the sales clerk can expect to find, especially when it is a busy weekend. We will show the group how to stay busy during the “down times” like how to straighten shelves, stock any needed, and keeping the register area clean and organized. Once these areas are covered, there will be a time for questions before proceeding to Human Resources for paper work and a discussion of how to request time off, benefits, sick time, etc. DAY TWO Day two will focus more on customer service and product knowledge. Since our clerks deal with the public for the majority of their shift, they are a direct representation of our store. Our goal is to achieve customer satisfaction therefore resulting in the customers returning to our store for future purchases. A customer is satisfied when they have been treated with respect, given assistance when needed, able to purchase the desired product, and able to do all of these within a timely manner. A satisfied customer will become a loyal customer. We will establish policies and procedures for effective customer service and give ideas for how to deal with those hard to handle customers. We will have various managers’ role play situations that involve customer interaction and show what to do and what not to do in difficult situations. The purpose of customer service training is to make sure the employee feels comfortable interacting with the customers while still being able to maintain a level of professionalism. The employee also needs to understand that the purpose for their job is the customer, therefore in a round-a-bout way, the customer pays their paycheck. We will end the customer service portion of our training time with a time for questions. Again, we want the employee to not feel overwhelmed and I do not want this session to turn into a “do not do this, do not do that” session. I want to make sure the employee is comfortable interacting with customers and feels confident in the sales clerk position. The next portion of training will talk about product knowledge. This will involve showing a video of the general types of products that are offered, highlighting the products most often sold. Once the video is over, we will proceed in talking about the major sales that are offered throughout the year as well as the busy times during the holidays. DAY 3 I will begin this session asking the new employee’s if there are any questions they may have from the previous two days. The last day will focus on the cash register system. I will use Microsoft PowerPoint to display a large image of the cash register on a projection screen and highlight the main components of the register and how to use them. After a few questions, we will use the training registers in the training room and start teaching the new employee’s with a hands-on, visual approach. I believe this will help the employee feel comfortable navigating the register system. We will give the employee’s products to ring up, therefore role playing actual transactions. We will cover cash transactions, debit card transactions, employee discounts, coupons and returns. Once there is an overall consensus among the new employee’s that they have a general understanding of the register, we will schedule the employees to work and assign them a “buddy” to work with for the first week of work. Each employee will also receive a packet of the information that was covered during the three days of training. The packets will also include a picture of the register so the employee can study where the keys are as well as examples of each type of transaction so they can become familiar with how to handle all transactions. This will conclude the orientation and training process for the new employees. The purpose of an orientation and training program is to introduce the new employee’s to the structure of the business and help ease any apprehension or overwhelming feelings the employee may have about their position. While orientation refers to introducing the employee to the organization, training is the aspect that “involves the acquisition of skills, concepts, rules, or attitudes by employees in order to increase their performance” (Rue & Byars, 2004, p. 178). An effective training program will successfully calm those feelings in an employee and give them an excitement that reflects in their attitude and job production. Training is more than just a three day process; it is continual with any changes in policies or procedures that may occur. It is critical for employers to realize that orientation and training is a critical step in the hiring process and should not be dismissed. With careful thought and consideration, the training program can be effective in reducing employee turnover, while making the new employee feel important. Training can consist of many forms, from using training equipment or apprenticeship training to a classroom setting or computer assistance, all have relevant ways to convey information pertaining to a particular job. The method of training will vary depending upon the type of job and the aspects the job will entail. More often than not there are more aspects to a job position than just a title. When training programs are effective, an employee can recognize those hidden aspects (i.e. friendly attitude, team work, motivation, etc) and not only excel within in the company but also contribute to the success of their employer. A company who takes the time to invest in an employee also invests in the company. Orientation and training may seem overrated or tedious, but when done with patience and detail, will be well worth it to have employees who love their job and their employer. Reference Rue, L. W., & Byars, L. W. (2004). Supervision: Key Link to Productivity (8th ed.). New York, NY: McGraw-Hill/Irwin.