Elaborate on two key learnings from the case related to training and development and its integration with the organization

Answer is required from a 100+ positive feedback member and within four hours.



I need ALL Question Answered (not a two sentence answer) NO PLAGARISM, must be original!, and this question:



Elaborate on two key learnings from the case related to training and development and its integration with the organization. Be sure to clearly state the two key learnings and defend them in well-organized, scholarly responses.





Case 8.2 Customer-Driven HR








Costs and Benefits: Assessing the Business




Case for Training








No matter what your business, to stay in business you have to




attract and retain customers. How do you do that? One way is




to deliver a quality product or service in a high-quality way. In




other words, it is a combination of what is offered and how it is




offered that determines if a buyer will become a loyal customer.




Training is one way to make sure that employees’ technical skills




and customer-service skills meet customer expectations.




When making a business decision, two basic elements are




typically considered: costs and benefits. In the case of training,




the issues are: (1) how much does the training reduce costs? and




(2) how much does the training increase revenue? If the training




sufficiently reduces costs and/or increases revenues, there is a




strong business case to conduct the training. Your ability to identify




the potential sources of revenue and costs and to estimate their




levels can be an important business skill. It can be the basis by




which you can successfully make the case for needed training for




your employees.






Critical Thinking Questions






1. As you have read, training can increase revenue. The revenue




could come from increased quality of the customer experience




due to the impact of training. Consider, as an example,




the table of customer survey responses before and after training




shown on the next page.






The numbers are percentages of customers in each




satisfaction category six months before and six months




after employees received their training. A key change




is a reduction in the “Very dissatisfied—will never




return” category of customers, which fell from 15 to




5 percent. What will this 10-percent change mean to




the bottom line?






Customer Satisfaction




Very Dissatisfied—




will never












Training 15 15




15 80








After 5








OK, but would












would return






Assume that the average revenue generated per




month by a customer is $500.00. Also assume that you




have 500 customers. What is the increased revenue due to




the training for the past six months? What would be the




revenue generated if you had 1,000 customers?






2. Training can also impact the bottom line by reducing a number




of direct costs. For example, employee costs may be reduced




because fewer overtime hours will be needed because of




improved performance. Another cost reduction can be seen in




reduced returns, because training may reduce errors or damage




that can occur when the product or service is provided.






Make assumptions about the costs in each of these




categories and any other direct costs you can think of.




Also assume that you can expect a 10-percent reduction in




each of these categories. Generate the direct cost savings




estimate due to the training.






3. Training can also impact the bottom line by reducing indirect




costs. These are costs that may not be obvious, but that are still




important. For example, safety of work processes or equipment




can be improved due to training if workers handle materials




or equipment more safely. Employee turnover can also be re –




duced, because of improved job satisfaction due to the training.






Assume that training results in a 10-percent reduction




in your turnover rate. Also, assume that the cost of a turnover




is 1.5 times the departing employee’s salary. For a




given average employee salary of your choosing, estimate




the reduced costs due to the reduction in turnover.






4. Given your answers to the previous questions, estimate the




combined impact of direct and indirect savings generated by




training on the bottom line. Extrapolate this number over a




one- or two-year time period.