Many of our customers vary in skill-sets. Some end-users are knowledgeable working with specific software and different hardware components. Although most customers comprehend the basics, many of them have not received any formal training in basic computer operations.
Authors Thomas and Rutter suggest that employees are aware of their lack of skills and would prefer more training. Both state “…. respondents were aware of their skills shortage and clearly highlighted that training ….on skills were of greatest need” (292).
As customers become more knowledgeable in software and hardware basics, they gain a deeper understanding of how technology and software work collectively. For the customer who didn’t understand that the monitor was powered off, training will provide her with the skill-set to understand how computers function. The fact that she couldn’t see anything on the computer screen should have been an indicator that the monitor’s power was off. If she receives training on basic computer literacy and additional software skills, there is a chance that the call to IS Support would not have been dialed. Furthermore, interruptions in workflow could have been prevented, thus keeping work production continuous.
Additional training will not only educate our customers, but will encourage them to learn more. As customers become motivated, Desley believes that they will become more productive and the obtainment of new technical skills will assist them in the development of their careers (2765). If employees begin to understand and develop a desire to learn more, ICT will not only be used to increase performance, but will produce greater job satisfaction and build user confidence. However, if end-users aren’t confident in their abil...
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A third recommendation is to provide in-house training offered by IS Specialists who support the software and accompanying hardware. At CHS, IT Support teams are given specific software applications to support. Because we directly work with the customer, most teams know their customer base and work with them regularly. Furthermore, IT specialists understand the customers’ use of the software and recognize the services that the software helps users achieve. Much like their customers, these IT Support Specialists are in-house employees and the cost to implement training is low or none at all. Additionally, IT Supports pre-established relationship with customers allow a more comfortable and relaxed environment for both the trainer and end-users. Additionally, trainers will have a better understanding of user issues because support has been provided in the past.
Training and development has become increasingly essential to the success of modern organisations, yet some still look at training as a problem or as something that is not taken seriously. Training and development is one key approach used by organisations to improve and maintain the capabilities of its workforce. However, many experts distinguish between training and development, being that training tends to be more closely focused and adapted towards short-term performance concerns, while development tends to be adapted more towards expanding an individual’s skills for future responsibilities (Snell and Bohlander 2007). The main reason that organisations train their employees is to bring their knowledge, skills and abilities up to the level required for a suitable performance (Snell and Bohlander 2007). Nevertheless, despite the benefits that these organisations and employees gain from training, some are still not willing to capitalise on it.
...o enhance the customer experience and decrease the amount of time on hold, businesses will find themselves at a better advantage to stay competitive. And by deploying communication solutions that are consumer friendly, customers will find it easier to do business with you and stay loyal to your company.
Computer based training is effective because it is easy to track, outreach is more efficient with just in time learning, and the content of the training is more consistent than with an instructor-led training (Pruesser,Lynn & Nordstrom, 2011). While Instructor-led training can be more natural for older employees that are not as familiar with technology, it is also easier for the employees that lack the self-motivation or control to ensure they complete the self-paced training. Regardless of the type of training the company chooses the article states that it is imperative for a company to evaluate the type of training utilized for effectiveness (Pruesser,Lynn & Nordstrom, 2011). If it is not working, it is time to consider other alternatives (Pruesser,Lynn & Nordstrom,
The topic selected for the final project assignment is titled: Is cross-training the answer? Cross-training is popular among industries such as businesses, armed forces, manufacturing institutions and other organizations who employ individuals with specialized skills. Cross-training allow individuals to acquire skills in other departments or units. Additionally, cross-training offers flexibility in the development of work schedules as employees who are proficient in other departments can easily cover sick days, vacations, maternity time off and emergency absences. Cross-training also serves as morale booster for employees as they gain additional skills and confidence in their abilities. Employee may feel prosperous, successful and valued. Although cross-training may initially create an expense by paying additional time for staff development and training, this strategy will be cost effective in a long term as it helps reduce overtime wages and reduce the additional expenses caused by contracting external staffing agencies.
Training: In-house seminars and online training accelerate the learning process of the new systems. Integrated toolbar icons and drop down menus facilitate movement from screen to screen.
Training should be interactive and motivating, and equal opportunities should be given to the employees to raise their questions. After the training employees should find themselves more comfortable and more motivated. Means training should be used as an incentive for raising employees’ confidence. Employee training pays off the cost and efforts of the organization, but slowly and gradually. This is the reason that leaders with acute business vision and acumen never lose patience, and they continuously invest in employee training for guaranteed results in the near
First of all, the typical well-known solution to such problems is to hire a business consultant, an IT consultant or an IT and a communication consultant. These are professionals that are able to solve some widespread types of problems like ineffective cross-department communication, cut down deficiencies in business and IT procedures, deficiencies in company management techniques and finally, facilitate effective knowledge transfer among company units. Without a consultant, the various departments at Hefty Hardware play a role of either a “consultant” or a “client” – for example, IT team representatives consulting company management on technical issues surrounding the implementation of a newly proposed marketing project. According to Dong-Gil ...
Training employees how to use the system is a significant step in ensuring that the organization realizes its goals. Employees need to master and understand the functionality of the system. It is noted that the training of the employees should be planned accordingly. The resources used in the training have to be identified and set. The professional should be aware of the objective of the training. In this case, ensuring that system runs effectively, as well as ensuring that information is safeguarded. Maintenance of the hardware is not only the responsibility of the information technology team in the organization, but also the employees of the organization. For this reason, all the stakeholders should be involved in ensuring that the system functions, as expected.
However, in the excitement over training technology, a company should not forget that poorly planned and designed virtual training carries no benefit over classroom training.
Information communication technologies (ICT) have been to found to play a very vital role in the world of work. However in their mandate to play such role the information communication technologies have brought its own challenges such as lack of skills to operate them. These challenges inhibit them from playing their vital role in the work of work.
Bulchand-Gidumal, J. (2009, December 12). Redesign of the IS/ICT help desk at a Spanish public university. Retrieved January 16, 2010, from Springer Link: http://www.springerlink.com.ezproxy2.library.drexel.edu/content/n37027634m511868/fulltext.pdf
Training and development are important factors to the success of any organization. Each employee is a valuable asset that can either add to the success a company or contribute to its failure. Training supports and makes possible the development of new skills and knowledge. Offering training for employees at various levels within an organization assist employees develop the necessary skills and proficiency to be successful in their careers as well as prepare for new responsibilities.
The marketplace in the world today is more competitive than ever before. Businesses are trying to increase profits and lower operating costs. Stockholders are insisting that companies make money, thus increasing their stock portfolios. Consumers are busier than at any point in the history of man. They work longer hours and try to squeeze more extracurricular activities into their evenings. Into this arena has come the automated customer service system.
Databases and tracking tools give companies the ability to know the finer details in order to foster that relationship and allow customer service agents to provide that intimate service to a customer even when they have never spoken before. Customers have come to expect this level of focused customer service and depend upon the investment they have made in the company by establishing an interactive relationship with
Advances in technology have changed businesses dramatically, in particular the communication and information technology that are conducted in firms, which changed the appearance and pace of businesses over the past few decades. ICT in particular, has evolved a lot over the past 30 years; important information can be stored in computers rather than being in drawers enabling information to be transferred at a greater volume and speed (Guy, 2009). ICT has also expanded various forms of telecommunications and workload conducted in businesses, internet examples of this include: e-mails can be used to communicate with others...