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CONTINUING CASE CARTER CLEANING COMPANY The New Training Program For example, two new employees became very upset last The Carter Cleaning Centers currently have no formal orienta- month when they discovered that they were not paid at the end tion or training policies or procedures and Jennifer believes this of the week, on Friday, but instead were paid (as are all Carter is one reason why the standards to which she and her father employees) on the following Tuesday. The Carters use the extra would like employees to adhere are generally not followed. two days in part to give them time to obtain everyone's hours The Carters would prefer that certain practices and proce- and compute their pay. The other reason they do it, according dures be used in dealing with the customers at the front coun- to Jack, is that "frankly, when we stay a few days behind in ters. For example, all customers should be greeted with what paying employees it helps to ensure that they at least give us a Jack refers to as a "big hello." Garments they drop off should few days' notice before quitting on us. While we are certainly immediately be inspected for any damage or unusual stains so obligated to pay them anything they earn, we find that psycho- these can be brought to the customer's attention, lest the cus- logically they seem to be less likely to just walk out on us Friday tomer later return to pick up the garment and erroneously evening and not show up Monday morning if they still haven't blame the store. The garments are then supposed to be imme- gotten their pay from the previous week. This way they at least diately placed together in a nylon sack to separate them from give us a few days' notice so we can find a replacement other customers' garments. The ticket also has to be carefully There are other matters that could be covered during written up, with the customer's name and telephone number orientation and training, says Jennifer. These include company and the date precisely and clearly noted on all copies. The policy regarding paid holidays, lateness and absences, health counter person is also supposed to take the opportunity to try benefits (there are none, other than workers' compensation), to sell the customer additional services such as waterproofing, substance abuse, and eating or smoking on the job (both or simply notify the customer that "Now that people are doing forbidden), and general matters like the maintenance of a clean their spring cleaning, we're having a special on drapery clean and safe work area, personal appearance and cleanliness, time ing all this month." Finally, as the customer leaves, the counter sheets, personal telephone calls , and personal e-mail person is supposed to make a courteous comment like "Have a Jennifer believes that implementing orientation and nice day" or "Drive safely"Each of the other jobs in the stores training programs would help to ensure that employees pressing, cleaning and spotting, and so forth similarly contain know how to do their jobs the right way. And she and her certain steps, procedures, and most importantly, standards the father further believe that it is only when employees under- Carters would prefer to see upheld stand the right way to do their jobs that there is any hope The company has had problems, Jennifer feels, because their jobs will be accomplished the way the Carters want of a lack of adequate employee training and orientation, them to be accomplished 278 PART 3 TRAINING AND DEVELOPMENT Questions 1. Specifically, what should the Carters cover in their new employee orientation program and how should they convey this information? 2. In the HR management course Jennifer took, the book suggested using a job instruction sheet to identify tasks performed by an employee. Should the Carter Cleaning Centers use a form like this for the counter person's job? if so, what should the form look like, say for a counter person? 3. Which specific training techniques should Jennifer use to train her pressers, her cleaner/spotters, her managers, and her counter people? Why should these training techniques be used