Continuing Case Carter Cleaning Company The Carters would prefer that certain practices and procedures be The New Training Program used in dealing with the customers at the front counters. For example, all customers should be greeted with what Jack refers to as a "big The Carter Cleaning Centers currently have no formal orientation or hello." Garments they drop off should immediately be inspected for training policies or procedures, and Jennifer believes this is one reason any damage or unusual stains so these can be brought to the cuswhy the standards to which she and her father would like employees tomer's attention, lest the customer later return to pick up the garment to adhere are generally not followed. be placed together in a nylon sack immediately to separate them from There are other matters that could be covered during orientation other customers' garments. The ticket also has to be carefully written, and training, says Jennifer. These include company policy regarding paid with the customer's name and telephone number and the date clearly holidays, lateness and absences, health benefits (there are none, other noted on all copies. The counter person is also supposed to take the than workers' compensation), substance abuse, eating or smoking on opportunity to try to sell the customer additional services such as wa- the job (both forbidden), and general matters like the maintenance of terproofing, or simply notify the customer that "Now that people are a clean and safe work area, personal appearance and cleanliness, time doing their spring cleaning, we're having a special on drapery cleaning sheets, personal telephone calls, and personal e-mail. all this month." Finally, as the customer leaves, the counter person is Jennifer believes that implementing orientation and training prosupposed to make a courteous comment like "Have a nice day." Each grams would help to ensure that employees know how to do their of the other jobs in the stores-pressing, cleaning and spotting, and jobs the right way. And she and her father further believe that it is only so forth-similarly contain certain steps, procedures, and, most impor- when employees understand the right way to do their jobs that there tantly, standards the Carters would prefer to see upheld. is any hope their jobs will be accomplished the way the Carters want The company has had problems, Jennifer feels, because of a lack them to be accomplished. of adequate employee training and orientation. For example, two new Questions employees became very upset last month when they discovered that 8-21. Specifically, what should the Carters cover in their new em- 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 Carters use the extra 2 days in part to give them time to obtain everyone's information? hours and compute their pay. The other reason they do it, according 8-22. In the HR management course Jennifer took, the book sugto Jack, is that "frankly, when we stay a few days behind in paying gested using a job instruction sheet to identify tasks peremployeesithelpstoensurethattheyatleastgiveusafewdaysnoticebeforequittingonus.Whilewearecertainlyobligatedtopayformedbyanemployee.ShouldtheCarterCleaningCentersuseaformlikethisforthecounterpersonsjob?Ifso,what notice before quitting on us. While we are certainly obligated to pay should the form look like, say, for a counter person? be less likely to just walk out on us Friday evening and not show up 8-23. Which specific training techniques should Jennifer use to Monday morning if they still haven't gotten their pay from the previous train her pressers, her cleaner/spotters, her managers, and week. This way they at least give us a few days' notice so we can find used