CONTINUING STUDIES

CHRM250 Assignments Background

Pinnacle Telecommunications Case Study

Overview
The goal of the three assignments in this course is to create a training workshop for a fictitious
company. Each of the three assignments represents one component in the process of creating
the workshop:
• Assignment 1: Needs Analysis Overview (15%)
• Assignment 2: Designing the Training Workshop (25%)
• Assignment 3: Evaluating the Training Workshop (10%)
The background information below will help you understand the company and your role. Please
refer to it for all three assignments.

Company Background and Information

You are a consultant who owns a training consulting business, and you have been hired by
Pinnacle Telecommunications to create a training workshop. Pinnacle Telecommunications is a
new company, just over six months old, that provides cellular and internet services to small
business customers and is looking to position itself as the number one provider of
telecommunication services to small businesses in Vancouver in the next five years.

Pinnacle has approximately 450 employees in the following departments:

• Office of the Chief Executive Officer
• Sales, Customer Service, and Installation
• Finance
• Human Resources
• Information Technology
• Marketing and Product Development
Their mission statement is:
Pinnacle Telecommunications provides small business owners with affordable, reliable,
and comprehensive cellular and internet services.
Our plans offer extended telecommunication services that meet our customers’ needs.
These services include voice-over-internet protocol (VoIP) and extended cellular phone
plans. We help you build success for your business.

Their vision is:

Help small businesses succeed in today’s ever-changing business environment and to be
a crucial part of our clients’ futures.

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Their five strategic priorities and objectives are:

Five (5) Strategic Priorities
1. Be a strong growth company!
2. Create a positive customer
experience!
3. Drive growth in the small business
telecommunications market!
4. Invest and develop our people!
5. Focus on innovation!
Five-year Objectives
Achieve our five-year financial targets while at the same time
investing to support future growth.
Foster good relationships and obtain positive feedback from our
customers through continual improvements to our customer service.
Introduce the best customer offerings possible through leveraging
the skills and capabilities of all our internal teams to gain market
share in the small business telecommunications market.
Invest in our employees’ futures so that they are proud to work for
us, and to enhance employee engagement.
Continue to grow our leadership in wireless and internet offerings.

Presently, Pinnacle has a client base of five thousand small business customers. In keeping with
their strategic direction, the CEO hopes to grow this number by 500% in the next five years.
Similarly, the organization hopes to grow their workforce by 500% in the next five years.
So far, the only training that this company has offered to its employees is on-the-job training.
The CEO would like to implement a formal training strategy into the organization and build a
corporate environment where learning is valued by employees.

The Task
The CEO and the rest of the executive team want to build an organization with a strong learning
culture, and they have identified gaps between the current skill levels of their employees and
the required (desired) skill levels as per the direction of the organization. They have asked you
to come in and consult with them to develop a training workshop and present it to their
employees. The training workshop will need the following components developed: conducting
a needs analysis, designing a training workshop, and evaluating the training workshop.

CERTIFICATE IN HUMAN RESOURCES MANAGEMENT