How would you help john create a plan of action to improve

Reference no: EM133373573

Case Study: As the State HR Manager, you get a phone call from John, the manager of a large retail store with a diverse team. Recently the organisation has moved toward a much stronger focus on customer service and John has been told by his area manager that he will need to train his team to be customer focused and move from a task focused culture to a customer focused culture.

Whilst John sets his own budget, as a low volume trader you know that every hour he spends that is not directly on the floor affects his profit - and his bonus! While John seems to understand that there are benefits to training staff and that eventually he will see a return on investment, he is worried that if the training is not effective it will be a waste of time and money. With nine line managers, 23 full-time staff, 28 part-time staff and 19 casuals - all with a wide variety of skills and abilities - to John it seems a daunting, huge and expensive task. He has called on you for advice and assistance.

Question: As HR practitioner, how would you help John create a plan of action to improve his team?

Reference no: EM133373573

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