5.4. Employee Training Programs
Training is an effective tool for improving productivity and increasing operational efficiency, but it is not the answer to every organizational problem. Training can solve problems related to employee skills or knowledge about a specific process, but it cannot solve problems caused by structural or system issues. Before developing a training program, it's important to find out what is causing the problem and whether training is the appropriate solution.
For example, if customer service representatives are expected to handle an average of 20 calls per hour and they are handling an average of 12, it is important to find out why. One possibility is that the CSRs are not familiar enough with the products to answer ...
Get PHR®/SPHR® Professional in Human Resources Certification Study Guide, Third Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
