QUESTION 4 (20 Marks) Mzansi Deliveries is a courier company which delivers parcels to all parts...

 

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QUESTION 4 (20 Marks) Mzansi Deliveries is a courier company which delivers parcels to all parts of South Africa. It currently employs 2800 employees. The Executive Committee has become concerned that the company's profitability has been steadily declining over the past year and so they conducted an investigation into the reasons for this. The findings of the investigation were: Many of the couriers who make the deliveries do not understand how to use the company's scanning equipment, resulting in parcels not being adequately tracked. . Over the past 12 months, 24% of the couriers have been involved in road accidents, which is much higher than the industry average. These accidents are largely due to reckless driving. . The couriers report that their supervisors are lazy; that they do not provide them with support; and that they have "no people skills". . At Mzansi Deliveries' Call Centre, the call centre agents are impatient and rude to the customers who phone to enquire about their parcels which have not been delivered. . Mzansi Deliveries' website, through which customers schedule parcel pick-ups and deliveries, often crashes. The website is supposed to be maintained by Mzansi Deliveries' internal IT Department, but the employees in this department are lacking in the skills required to do this. The Executive Committee at Mzansi Deliveries has contracted you, an HRD Specialist, to assist them. Write an email to the Executive Committee in which you recommend specific training programmes and methods to address the identified issues. Provide reasons to motivate why the training methods that you recommend are appropriate. QUESTION 4 (20 Marks) Mzansi Deliveries is a courier company which delivers parcels to all parts of South Africa. It currently employs 2800 employees. The Executive Committee has become concerned that the company's profitability has been steadily declining over the past year and so they conducted an investigation into the reasons for this. The findings of the investigation were: Many of the couriers who make the deliveries do not understand how to use the company's scanning equipment, resulting in parcels not being adequately tracked. . Over the past 12 months, 24% of the couriers have been involved in road accidents, which is much higher than the industry average. These accidents are largely due to reckless driving. . The couriers report that their supervisors are lazy; that they do not provide them with support; and that they have "no people skills". . At Mzansi Deliveries' Call Centre, the call centre agents are impatient and rude to the customers who phone to enquire about their parcels which have not been delivered. . Mzansi Deliveries' website, through which customers schedule parcel pick-ups and deliveries, often crashes. The website is supposed to be maintained by Mzansi Deliveries' internal IT Department, but the employees in this department are lacking in the skills required to do this. The Executive Committee at Mzansi Deliveries has contracted you, an HRD Specialist, to assist them. Write an email to the Executive Committee in which you recommend specific training programmes and methods to address the identified issues. Provide reasons to motivate why the training methods that you recommend are appropriate.

Answer rating: 100% (QA)

Dear Executive Committee I hope this email finds you well I have thoroughly reviewed the findings of the investigation into Mzansi Deliveries declining profitability and I appreciate the opportunity t... View the full answer