HRM

Chetan Lahoti_21BSP0031

Carter Cleaning Company - The New Training Program

Case Summary :

The New Training Program at the Carter Cleaning Centers currently has no formal orientation or
training policies or procedures, and Jennifer believes this is one reason why the standards to
which she and her father would like employees to adhere are generally not followed.

The Carters would prefer that certain practices and procedures be used in dealing with the
customers at the front counters.

For example, all customers should be greeted with what Jack refers to as a "big hello."

The ticket also has to be carefully written, with the customer's name and telephone number and
the date clearly noted on all copies.

Finally, as the customer leaves, the counter person is supposed to make a courteous comment
like "Have a nice day."

Each of the other jobs in the stores—pressing, cleaning and spotting, and so forth—similarly
contain certain steps, procedures, and, most importantly, standards the Carters would prefer to
see upheld.

The company has had problems, Jennifer feels, because of a lack of adequate employee
training and orientation.

For example, two new employees became very upset last month when they discovered that
they were not paid at the end of the week, on Friday, but instead were paid (as are all Carter
employees) on the following Tuesday.

The Carters use the extra 2 days in part to give them time to obtain everyone's hours and
compute their pay.

The other reason they do it, according to Jack, is that "frankly, when we stay a few days behind
in paying employees it helps to ensure that they at least give us a few days' notice before
quitting on us.

This way they at least give us a few days' notice so we can find a replacement.

"There are other matters that could be covered during orientation and training, '' says Jennifer.

Jennifer believes that implementing orientation and training programs would help to ensure that
employees know how to do their jobs the right way.

And she and her father further believe that it is only when employees understand the right way
to do their jobs that there is any hope their jobs will be accomplished the way the Carters want
them to be accomplished.
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Chetan Lahoti_21BSP0031

1. Specifically, what should the Carters cover in their new employee orientation
program, and how should they convey this information?

○ According to Dessler, “Orientation is a procedure of providing basic background

information about the firm”.

○ Orientation program helps employees to get a brief idea about the organization along
with the task they need to perform. So it increases the productivity of the employees
as they are wellaware about the job.

○ Jennifer can use a variety of techniques to convey orientation information like::

■ Introducing company policies, procedures & safety measures. Every

organization has a code of conduct that they follow to maintain decorum.

■ Job responsibilities and expectations. This allows them to understand what

are the organization's expectations in the long run.

■ Employee benefits. Provide information about other employee benefits like

sick leave days, holidays, and vacation perks.

■ Building relationships. An orientation program also focuses on building up

workplace relationships, where new employees get introduced to their team
members and peers.

■ She may even include small games to help foster new hire engagement.

■ Concentrating on what the employee needs. Preparing a suggestion sheet for

them will help them to ask what they need.

○ Making a good first impression should aid in communicating the orientation. It

immediately makes new staff feel welcomed and participating.

○ Second, focus on the practical aspects of onboarding information that will aid them
in taking their jobs, such as setting up their work email, phone, and laptop.

○ Before introducing the new hires, make sure to keep instructions concise and clear,
as well as answer any concerns they may have.
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Chetan Lahoti_21BSP0031

2. In the HR management course Jennifer took, the book suggested using a job
instruction sheet to identify tasks performed by an employee. Should the Carter
Cleaning Centers use a form like this for the counter person's job? If so, what
should the form look like, say, for a counter person?

○ Yes, an instruction booklet for new hires and current staff would be helpful in
performing the job according to Carters' criteria.

○ The following tasks, along with their quality, skills/knowledge, working conditions,
and customer service criteria, could be stated for the counter person.

■ Begin each interaction with a friendly "hello."

■ Examine the garments for any signs of wear and tear.

■ Put your clothes in a nylon sack.

■ Clearly write the customer's name and contact information on the ticket.

■ Customers are upsold.

■ Give a pleasant farewell, such as "have a great day."

○ Employees must be prepared to deal with any unpleasant or unexpected situations.

In the event of a complaint, each customer may require different treatment. This is
something that should be encouraged to be learned while working.

3. Which specific training techniques should Jennifer use to train her pressers, her
cleaner/spotters, her managers, and her counter people? Why should these
training techniques be used?

○ Pressers and cleaners/spotters

■ Because they are technical professions, they can be trained through

on-the-job training, similar to the coaching method.

■ Job rotation can also be done once an employee is sufficiently familiar with
his or her employment to guarantee that the person develops other abilities.
This might be handy when there is a staffing shortfall due to reasons such as
illness or vacation.

■ Job Instruction Training Sheets can also be used because these jobs follow a
consistent method, reducing the risk of errors.
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Chetan Lahoti_21BSP0031

○ Managers

■ They should receive off-the-job training in the form of lectures and

information about the Carter Cleaning Centers' products and services so that
they are familiar with the company's offerings.

■ Their primary responsibilities would include managing staff and customers,

as well as the business.

■ They should also be exposed to behavioural modelling so that their managing

abilities and decisions are comparable to the Carters'.

○ Counterperson

■ Most of the tasks included in this job are standardized, and hence job
instruction sheets can be used

■ sometimes counter persons have to behave differently with different

customers, it is better to train using on the job method.

■ This can be accomplished since the employee can learn how to behave from
Jennifer directly, or they can seek clarification from other senior staff if
necessary.