Showing posts with label Employee. Show all posts
Showing posts with label Employee. Show all posts

Sunday, September 16, 2012

Key Objectives of Training Employees


Training employees is a critical part of management at most businesses. Even the best qualified or most experienced new hires will need to become accustomed to the practices and expectations of a business. Training is also important for experienced employees to adapt to policy or product changes and improve employee motivation. Understanding some of the objectives of employee training is critical to help develop an effective training program.

Career Development
Among the most important objectives of training employees is the opportunity for career development and personal employee growth. As employees acquire new skills and abilities, they develop the potential to move up within the company and replace employees that may leave or retire. To maximize career development, managers often have to take an active role in the process. According to the University of California, San Francisco's Guide to Managing Human Resources, "since career development is an ongoing, dynamic process, employees may need encouragement and support in reviewing and re-assessing their goals and activities."

Maximizing Productivity
Training is important to ensure business productivity and growth. Highly skilled employees are more likely to have the abilities and experience to efficiently execute projects and deliver value for customers. In some cases, this objective underlies efforts to get employees up to speed with recently developed technology. In addition, training for productivity is often an effective way to prevent and address ongoing performance challenges, without losing the prior investment the business has made in the employee.

Improving Motivation
According to CliffsNotes, "many people incorrectly view motivation as a personal trait—that is, some people have it, and others don't." In reality, motivation is probably only partially innate: it is also quality that can be learned and unlearned. One of the objectives of training is also to foster and retain motivated employees and provide them with the tools to take on new responsibilities. With this in mind, it is also important to remember that motivation cannot be developed by training alone, and some employees may be harder than others to motivate.

Maintaining Safety and Compliance
Employee training is often motivated by workplace regulations. Employees must be kept up to date in the regulatory requirements of their industry. Occupational health and safety regulations mandate that employees receive regular training courses on practices and precautions that prevent accidents or quality control failures. In addition, employees in some fields may be required to receive regular certifications for skills such as cardiopulmonary resuscitation or liquor service practices. Businesses are often held responsible for accidents and failure to meet regulatory training requirements.


SOURCE:
http://www.ehow.com/info_12018400_key-objectives-training-employees.html

Wednesday, September 5, 2012

Relationship of Employee Satisfaction to Customer Satisfaction


The influence of employee satisfaction on customer satisfaction has received considerable attention in marketing literature and practice in recent years. It has been argued that behaviour of satisfied employees plays an important role in shaping customers' perceptions of business interactions.  This phenomenon may occur as satisfied employees are more apt to be friendly, enthusiastic, attentive, and empathetic toward customers. 

According to the concept of partner effects, a person is in some way, verbally or nonverbally, influenced by the characteristics and behaviours displayed by his or her counterpart.  Additionally, the contagion effect explains how satisfied employees influence others around them to feel good.  Therefore, employee job satisfaction is positively related to customers' perceptions of service.  This notion suggests that employees who have higher levels of job satisfaction also believe they are able to deliver excellent service.  It is also expected that happy or satisfied employees are more inclined to share these positive emotions with customers. 

Compared to the influence of Employee Satisfaction (ES) on Customer Satisfaction (CS), the impact in the opposite direction (from CS to ES) is supported by a few theories such as the social exchange theory, and the psychological contract theory.  Customers satisfied with their counterpart will engage in cooperative behaviour as reciprocation for those who have benefited them.  There are evidences from various researchers who found that customers who developed a bond with the employees also were likely to care about employee wellbeing. If customers like the performance of the employee and express gratitude or satisfaction, in turn, it is also expected to lead to a higher level of employee satisfaction.  In other words, positive reinforcement from customers increases the satisfaction of sales employee.  In addition to this it is argued that customers' inputs make important contributions to enhancement of service quality, leading to employee satisfaction and that employee’s are concerned about customers' feelings and are pleased when customers display appreciation for quality service.

SOURCE:

Jeon, Hoseong and Choi, Beomjoon (2012) “The relationship between employee satisfaction and customer satisfaction”, Journal of Services Marketing, Vol. 26 Iss: 5, pp.332 – 341