Answer to Question #121189 in Economics for mayuri

Question

True Wanderer is a decade old leisure and travel company. As a part of the strategic decision to achieve its vision, it decides to conduct training for its call center and other staff selling over the counter products/offers. The company does a thorough research and decides to conduct trainings on the topic of ‘customer centricity’, realizing that giving importance to customers will be the only way to sustainable business. The company hires outside trainers to conducts training based on the outline created by the L&D department of the company. Almost 700 customer care executives and first line staff members are trained and after a year the company sees no effect on sales/ revenue.
a. What do you think is the reason behind failure of the above initiative?
b. Elaborate on the concept of training need analysis with reference to the above case.

Answer 1

a. The possible reasons behind failure of the above initiative are the low effect or quality of the training, no need in such training, training improved skills which are not important, comparatively low involvement of labor in the output.

b. Training Needs Analysis (TNA) is the process in which the company identifies training and development needs of its employees so that they can do their job effectively.