please answer in own words 7-21, 22&23

answer questions from viewpoint of manager, give details and reasons to answers.

8 taries assemblers, engineers, and accounting clerks, for thing -for machinists, sec cumple training process at Apex. Make sure to provide spe- cific suggestions Source: Copyright Dr. Gary Deisler CHAPTER HR IN ACTION CASE INCIDENT 2 Carter Cleaning Company: The New Training Program The Carter Cleaning Centers currently have no formal orien tation or training policies or procedures, and Jennifer believes paying employees it helps to ensure that they at least give us a this is one reason why the standards to which she and her fa few days' notice before quitting on us. While we are certainly ther would like employees to adhere are generally not followed obligated to pay them anything they earn, we find that psy The Carters would prefer that certain practices and pro chologically they seem to be less likely to just walk out on us cedures be used in dealing with the customers at the front Friday evening and not show up Monday morning if they still counters. For example, all customers should be greeted with haven't gotten their pay from the previous week. This way they what Jack refers to as a big hello." Garments they drop off at least give us a few days' notice so we can find a replacement." should immediately be inspected for any damage or unusual There are other matters that could be covered during or sans so these can be brought to the customer's attention, entation and training, says Jennifer. These include company Jest the customer later return to pick up the garment and er policy regarding paid holidays, lateness and absences, health neously blame the store. The garments are then supposed benefits (there are none other than workers' compensation), substance abuse, and eating or smoking on the job (both for to be immediately placed together in a nylon sack to separate them from other customers garments. The ticket also has to bidden), and general matters like the maintenance of a clean he carefully written up, with the customer's name and tele- and safe work area, personal appearance and cleanliness, time phone number and the date precisely and clearly noted on all sheets, personal telephone calls, and personal e-mail copies The counter person is also supposed to take the op. Jennifer believes that implementing orientation and train- portunity to try to sell the customer additional services such ing programs would help to ensure that employees know how as waterproofing, or simply notify the customer that "Now to do their jobs the right way. And she and her father further that people are doing their spring cleaning, we're having a believe that it is only when employees understand the right special on drapery cleaning all this month." Finally, as the way to do their jobs that there is any hope their jobs will be ac customer leaves, the counter person is supposed to make a complished the way the Carters want them to be accomplished. courteous comment like "Have a nice day" or "Drive safely." Questions Each of the other jobs in the stores---pressing, cleaning and 7-21. Specifically, what should the Carters cover in spotting, and so forth-similarly contain certain steps pro- their new employee orientation program and how cedures, and most importantly, standards the Carters would should they convey this information? prefer to see upheld. 7-22. In the HR management course Jennifer took the Jennifer thinks the company has had problems because book suggested using a job instruction sheet to of a lack of adequate employee training and orientation. For identify tasks performed by an employee. Should example, two new employees became very upset last month the Carter Cleaning Centers use a form like this when they discovered that they were not paid at the end of the for the counter person's job? If so, what should the week, on Friday, but instead were paid (as are all Carter em form look like, say, for a counter person? ployees) on the following Tuesday. The Carters use the extra 7-23. Which specific training techniques should Jennifer two days in part to give them time to obtain everyone's hours use to train her pressers, her cleaner/spotters, her and compute their pay. The other reason they do it, according managers, and her counter people? Why should to Jack, is that "frankly, when we stay a few days behind in these training techniques be used