Case Study - Workforce training

Drew is an HR assistant for a large clothing supply chain company based in Perth. She has been asked to research training packages to improve the customer service skills of all the employees after a series of customer complaints.

The key organisational objective is:

Update workforce skills in customer service.

She will need to establish the preferences of each of the department managers. The options are:

'In-house' training provided by a private training provider for $3.500 for 20 employees. This will include 30 hours of learning to be conducted over two weeks on company premises

A flexible online training package with a total of 30 hours of learning. Employees can fill at any time, but it must be completed within three months for $4.000 for 20 employees.

Strategic objectives and targets

(Thinking about the training requirements of the company in the Case Study, list down the strategic objectives and targets you would set for the workforce.)

Options for the provision of workforce services and their costs and benefits

(Examine the options for the provision of workforce services in terms of the training and analyse their costs and benefits.)

Technologies and Systems

(List and explain two (2) technologies and systems that would support the agreed workforce training program in the case study.)

Risk/s associated with the strategic workforce training plan and risk mitigation strategy

(Analyse one (1) risk associated with the strategic workforce training plan and develop a risk mitigation strategy.)

Trends and emerging practices in training workforce and recommended adaptions to the training plan

(Carry out internet research on at least two (2) current trends, emerging practices, and/or changing circumstances in training workforce. List your recommended adaptions to the training plan to account for the changing circumstances and make the training relevant using the current trends and/or emerging practices.)

Monitoring and Evaluation

(List two (2) methods that can be used to evaluate and review performance against plan objectives of the workforce training.)