The Key Link Is Organizational Strategy and Training
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TWO PART ASSIGNMENTS
PART I: The Key Link Is Organizational Strategy and Training
Most of us are very familiar with the Amazon Corporation and the phenomenal record of growth it has shown. Yet, not many of us know what goes on beneath that record of growth, and how the company functions based on a strongly developed corporate strategy. Read an article, “Jeff Bezos Explains the Next Step in Amazon’s Strategy,” in which Bezos explained one strategy step called “customer delight.”
Read “Jeff Bezos Explains the Next Step in Amazon’s Strategy—The ‘Hardest and Coolest’ Part,” from GeekWire
http://www.geekwire.com/2013/jeff-bezos-explains-step-amazons-strategy-hardest-coolest-part/
For a minute, assume you are in charge of developing a training program to help Amazon meet that goal of “customer delight.” (One definition of delight is to give great pleasure, satisfaction, or enjoyment.) Your role is to train Amazon employees who answer the telephone.
ASSIGNMENT INSTRUCTIONS: Address the following:
1. Identify three types of training you would implement to help Amazon meet this strategic goal. Use examples or supporting evidence.
2. Identify at least two specific topics you would include in this training.
3. Explain why you selected these topics and how they would address this strategic goal. Apply relevant professional, personal, or other real-world experiences to extend the dialogue.
PART 2: Generational Differences
One of the key issues developing in the field of training is demographic shifts in the workforce. While workforce shifts in race and ethnicity are generally well documented, other changes, such as generational differences, are often less well-noted. Generally, each generation has trouble understanding the attitudes and values of the generations that came before and after their own.
ASSIGNMENT INSTRUCTIONS: Review the The Millennials Are Coming video and the Generational Differences Chart, then addresses the following:
Click on the link provided to view the following video:
• The Millennials Are Coming | Transcript.
Read the “Generational Differences Chart
1. Do you agree with the evaluation of the millennial generation in the video?
2. Why or why not? Be specific in your reasoning. Use examples or supporting evidence.
3. How would having a group of trainees with members from each of the four generations described in the chart impact how you might have to develop a course in sexual harassment? Apply relevant professional, personal, or other real-world experiences to extend the dialogue.
SAMPLE ANSWER
Customer delight is a form of strategy that centers specifically on the customers. The aim is to ensure that the customer is satisfied and happy with the services offered by the company. When happy, the customer will come again another time and will also encourage other potential customers to seek services of the business. Three crucial trainings to be offered product training, customer needs trainings and customer expectations. Employees must be well versed with the products of the company in order to market them effectively (Bishop, 2013). They must also understand the needs of the customer. Understanding the needs of the clientele helps align the strategies accordingly. Customer expectations must also be carefully considered. The company must always ensure that they meet the expectations of the customers and possibly exceed them.
Some of the specific topics that would be covered under this training include the strength of the products of the company as compared to equal products of competing companies. Employees of the organization should have the ability to convince the customers as to why they should go for their products and not other equal products in the market (Bishop, 2013). The convincing power to a customer is based on good knowledge and understanding of the product.
Another topic that will be covered is the need to make the customer feel special and appreciated. Any time a customer walks into a business premise, they are very keen to see how they will be treated. Any time a customer feels that their time is not appreciated and that they are not given attention, they are not likely to come back. Customers must always remain central in order for the customer delight strategy to succeed.
Generational Differences Chart
The evaluation of the Millennial Generation is quite true. They definitely have a totally different approach to matters of work and certainly are seen as threat to those who have been there before them. Certainly, the fact they are technologically savvy makes them have an upper hand over the preceding generation. In this era, technology is at the center of all business strategies and development (Gaylor, 2012). The only worrying aspect is the manner in which they were raised. They perhaps may not be as aggressive as they ought to be.
I agree with the evaluation and observation having witnessed it fast hand. Despite the fact that the millennial generations are technologically savvy, they are definitely not as aggressive as the business environment demands. They are used to having almost everything on a silver platter. This makes them unprepared for the hard times and challenges they more likely face when they get to work.
Having trainees from the four different generations and having to teach on sexual harassment, one would have to come up with a moderated version. The fact that the trainees are from different generations means that their understanding of sexual harassment varies. Bring harmony in the understanding of sexual harassment from the perspective of all generations (Gaylor, 2012). The best approach in order to ensure that all the participants are well accommodated is to adopt chronology. The training can begin from the very first generation and their understanding of sexual harassment. The trainer can then move gradually to the current understanding of sexual harassment. In doing everybody will be accommodated, while at the same remain relevant and in tandem with the times. It is not always easy to come to a middle point with the different generations but one must always be sought.
References
Bishop, T. (2013). Jeff Bezos explains the next step in Amazon’s strategy- the hardest and coolest part. Geek wire.
CBS News (2007). The millennials are coming: Morley Safer On The New Generation Of American Workers. CBS News.
Gaylor, D. (2012). Generational differences. Director, Chi Alpha Campus Ministries, USA.
Most of us are very familiar with the Amazon Corporation and the phenomenal record of growth it has shown. Yet, not many of us know what goes on beneath that record of growth, and how the company functions based on a strongly developed corporate strategy. Read an article, “Jeff Bezos Explains the Next Step in Amazon’s Strategy,” in which Bezos explained one strategy step called “customer delight.”
Read “Jeff Bezos Explains the Next Step in Amazon’s Strategy—The ‘Hardest and Coolest’ Part,” from GeekWire
http://www.geekwire.com/2013/jeff-bezos-explains-step-amazons-strategy-hardest-coolest-part/
For a minute, assume you are in charge of developing a training program to help Amazon meet that goal of “customer delight.” (One definition of delight is to give great pleasure, satisfaction, or enjoyment.) Your role is to train Amazon employees who answer the telephone.
ASSIGNMENT INSTRUCTIONS: Address the following:
1. Identify three types of training you would implement to help Amazon meet this strategic goal. Use examples or supporting evidence.
2. Identify at least two specific topics you would include in this training.
3. Explain why you selected these topics and how they would address this strategic goal. Apply relevant professional, personal, or other real-world experiences to extend the dialogue.
PART 2: Generational Differences
One of the key issues developing in the field of training is demographic shifts in the workforce. While workforce shifts in race and ethnicity are generally well documented, other changes, such as generational differences, are often less well-noted. Generally, each generation has trouble understanding the attitudes and values of the generations that came before and after their own.
ASSIGNMENT INSTRUCTIONS: Review the The Millennials Are Coming video and the Generational Differences Chart, then addresses the following:
Click on the link provided to view the following video:
• The Millennials Are Coming | Transcript.
Read the “Generational Differences Chart
1. Do you agree with the evaluation of the millennial generation in the video?
2. Why or why not? Be specific in your reasoning. Use examples or supporting evidence.
3. How would having a group of trainees with members from each of the four generations described in the chart impact how you might have to develop a course in sexual harassment? Apply relevant professional, personal, or other real-world experiences to extend the dialogue.
SAMPLE ANSWER
Customer delight is a form of strategy that centers specifically on the customers. The aim is to ensure that the customer is satisfied and happy with the services offered by the company. When happy, the customer will come again another time and will also encourage other potential customers to seek services of the business. Three crucial trainings to be offered product training, customer needs trainings and customer expectations. Employees must be well versed with the products of the company in order to market them effectively (Bishop, 2013). They must also understand the needs of the customer. Understanding the needs of the clientele helps align the strategies accordingly. Customer expectations must also be carefully considered. The company must always ensure that they meet the expectations of the customers and possibly exceed them.
Some of the specific topics that would be covered under this training include the strength of the products of the company as compared to equal products of competing companies. Employees of the organization should have the ability to convince the customers as to why they should go for their products and not other equal products in the market (Bishop, 2013). The convincing power to a customer is based on good knowledge and understanding of the product.
Another topic that will be covered is the need to make the customer feel special and appreciated. Any time a customer walks into a business premise, they are very keen to see how they will be treated. Any time a customer feels that their time is not appreciated and that they are not given attention, they are not likely to come back. Customers must always remain central in order for the customer delight strategy to succeed.
Generational Differences Chart
The evaluation of the Millennial Generation is quite true. They definitely have a totally different approach to matters of work and certainly are seen as threat to those who have been there before them. Certainly, the fact they are technologically savvy makes them have an upper hand over the preceding generation. In this era, technology is at the center of all business strategies and development (Gaylor, 2012). The only worrying aspect is the manner in which they were raised. They perhaps may not be as aggressive as they ought to be.
I agree with the evaluation and observation having witnessed it fast hand. Despite the fact that the millennial generations are technologically savvy, they are definitely not as aggressive as the business environment demands. They are used to having almost everything on a silver platter. This makes them unprepared for the hard times and challenges they more likely face when they get to work.
Having trainees from the four different generations and having to teach on sexual harassment, one would have to come up with a moderated version. The fact that the trainees are from different generations means that their understanding of sexual harassment varies. Bring harmony in the understanding of sexual harassment from the perspective of all generations (Gaylor, 2012). The best approach in order to ensure that all the participants are well accommodated is to adopt chronology. The training can begin from the very first generation and their understanding of sexual harassment. The trainer can then move gradually to the current understanding of sexual harassment. In doing everybody will be accommodated, while at the same remain relevant and in tandem with the times. It is not always easy to come to a middle point with the different generations but one must always be sought.
References
Bishop, T. (2013). Jeff Bezos explains the next step in Amazon’s strategy- the hardest and coolest part. Geek wire.
CBS News (2007). The millennials are coming: Morley Safer On The New Generation Of American Workers. CBS News.
Gaylor, D. (2012). Generational differences. Director, Chi Alpha Campus Ministries, USA.
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