Chapter 4 HR Assignment

Human Resources Chapter 3 Questions for Review an Case QuestionsDirections : answer the questions for review and questions about the casesSubject: Human Resources Both case and questions have been attached College level answers required

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Human Resource Class
Questions for Review chapter 4
1. What is the purpose of a TNA? Is it always necessary?
2. What is the difference between proactive and reactive TNA? When is proactive better?
3. What are competencies, and why are they popular in training departments? How are
competency models related to job analysis?
4. Describe how you would go about analyzing the future training needs of your university.
5. To obtain person analysis data, why not just use the performance appraisal completed
by the supervisor? How can you obtain the best information possible if performance
appraisal data must be used? How do self-ratings fit into this approach?
Case Analysis
Fred recently became a manager at a local hardware store that employs six managers
and 55 nonmanagement employees. As new, larger chains such as Home Depot come
to the area, the owner is concerned about losing many of his customers because he
cannot compete on the basis of price. The management team met and discussed its
strategic response. The team arrived at a strategy that would focus on high volume
items and make personalized service the cornerstone of its effort. Fredâ??s responsibility
was to train all nonmanagement employees in good customer relations skills; for that he
was given a budget of $70,000. Over the past six months, Fred has received a number
of training brochures from outside organizations.
One of the brochures boasted, â??Three-day workshop, $35,000. We will come in and
train all your employees (maximum of 50 per session) so that any customer who comes
to your store once will come again.�
Another said, â??One-day seminar on customer service skills. The best in the country.
Only $8,000 (maximum participants 70).�
A third said, â??Customer satisfaction guaranteed on our customer satisfaction training for
sales clerks. Three-day workshop, $25,000. Maximum participants 25 to allow for
individual help.�
Fred liked the third one because it provided personalized training. He called the
company to talk about its offering. The consultant said that by keeping the number
small, he would be able to provide actual work simulations for each of the trainees. He
also indicated that he would tailor the simulations to reflect the hardware store. Fred
noted that they would need two sessions and asked the consultant if he could take a
few more per session to accommodate the 55 employees. The consultant agreed. The
training went ahead, and the cost was under budget by $20,000.
Case Questions
For the purpose of these questions, focus only on the training aspect of the case.
1. Do you agree with Fredâ??s decision to conduct the training and use the third
vendor? Using concepts from the chapter, explain your answer.
2. What else might Fred do before choosing a training package? Make sure to
provide enough detail to demonstrate your understanding of the key issues and
approaches to determining how to proceed once a triggering event has occurred.
3. If training went ahead as indicated, how successful do you think it would be?
Explain your answer using concepts from this chapter.

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