On the relationship between Staff Training and the Quality of Customer Service

1、on the relationship between staff training and the quality of customer service英语专业必修课程作业要求 (专升本课程)course:practical business project designassignment:02 (units 6-10)assignment title:data collection/appendices, project implementation, discussion, conclusion, introduction, abstracts, and the first draf

2、t of the whole paperbased on the project design you have completed in the previous stage, you are asked to implement your project and then compose the core parts of your ba degree paper in this assignment. please refer to units 6-10 of practical business project design for guidance and support to th

3、is assignment. the information in brackets indicate the specific unit you can refer to. there are six parts in this assignment.part one data collection/appendices (unit 6activity 2)directions for students:in your online courseware, two categories of forms/methods are introduced to collect primary da

4、ta: l observation and logsl surveys and interviewsplease present the types of forms you plan to use to collect data in this project, which are going to be attached as appendices in your ba degree paper. you should give a title to each of the form, such as “focus group discussion outline”, “training

5、evaluation form” and “questionnaire”. but first, please restate your project objective and hypothesis to which your tutor can refer while they evaluate the types of data you are going to collect.project objective: my project goal is to improve the overall performance of our staff so as to better sat

6、isfy our customers needs for qualified and conscientious staff. therefore, the objective of my project is to carry out a two weeks training course for new staffs on the key topics as follows:increasing professionalism on the frontline project hypothesis: based on the study of theories and measures r

7、elated to customer service, the thesis comes up with a hypothesis for the project. it is hypothesized that a well trained, not merely a courteous, workforce will be the best tool to ensure high-quality customer service. ojt (on the job training) is one means by which to achieve that end.insert your

8、description after the prompts in the space below.i designed an adequate amount of activities to complete my project in two month. in regard of trainees, i plan the following activities:arrange trainer to take a discussion with trainees about their needs and wantsprepare the training material for all

9、 the traineesl make a evaluation of the whole trainingin regard of trainer, i plan the following activities:l decide on the trainer(choose from our qualified staff or invite professional trainer from training company), the training time as well as the training placel interview trainer to judge his o

10、r her qualificationl discuss with trainer about the training material and training contentsl pre-assessment of traineesl prepare the field trip behavior modeling case study role-play etc. to support the ojt.l invite company manager or experienced staff to deliver lectures during the training coursel

11、 arrange evening activities which make the course more attractive and enable trainees better understood the training objectives.l post-assessment of traineesin regard of training facilities, i plan to do the following things:l make reservation of the classroom and the relevant equipmentl arrange the

12、 hotel and meals as well as the transfer coachl negotiate the price with hotel and coach supplierin regard of monitoring and evaluation, i plan to do as follows: l draft out the flow-chart of activities with timings.l work out the project framework.l keep a project master file.l set out evaluation c

13、riteria.l collect data/results from trainees feedback.l interview customers l take a follow-up survey among the trainees one month laterall the above activities will be finished in five steps:the first step is to get budget approval. the second step is to decide on the trainer, training material and

14、 other relevant work.the third step is to make arrangement of the training facilities.the fourth step is to take on the training course and field practice.the fifth step is to do training evaluation.form i:activity flow chart with time-scaleweek 1week 2week 3week 4week 5draft out the training plan a

15、nd apply for the budgetget budget approval from the head officeinterview trainerdecide on thetraining materialandpre-assessment of trainees prepare the training material for all the traineesarrange discussion to get trainees needs and wants hand over and take over of works between trainees and the r

16、est of staffsdecide on training time and training placereserve the classroom, hotel and coachbrief all staffs about the training planweek 6start the training courseweek 7training course continuesweek 8end of training and make a evaluation of the whole training invite company manager or experienced s

17、taff to deliver lectures arrange vening activitiesarrange trainees to follow up a three days toura follow-up surveypost-assessment of traineesfor tutors:you are required to provide between-text comments on the students writing by using the “edit” function or a contrasting font color to highlight you

18、r comments or suggestions. please tick in the proper cell and write your overall comments in the box of “tutors comments” below.评价指标assessment criteria评估(acceptable/revise)请打勾进行评估（）合格需修改用了不同的工具来采集数据。a variety of tools are used to collect data.通过这些表格/工具等可获取充分的数据。sufficient results can be obtained by

19、using these forms.表格中的题项或问题设计严谨，有助于检验项目假设。the items or questions in the forms are well-designed to help verify the credibility of the project hypothesis.语言正确、准确，无歧义。each form is expressed in clear, accurate and unambiguous english.tutors comments:part two data presentation (units 6 & 9)directions fo

20、r students:after having implemented your project and analyzed the data collected, you are now asked to describe in detail what you have found. you should describe your findings with the support of necessary graphs, charts, tables, etc. this important part will later on be presented in your ba degree

21、 paper under the heading such as “data presentation” or “project findings”.write your text under the following blank space according to the above areas. (suggested length: no fewer than 800 words.)i categorize the data (results) collected for the project in four groups and found out that, generally

22、speaking, our staffs have gotten a significant improvement in their work performance after the implementation.the previous problem analysis: before the project was taken, we carried out an activity of new employee performance appraisal.these appraisal showed that our new staffs was short of the capa

23、bility in the aspect of work quality, efficiency, and teamwork.records of the implementation of the project as shown above, i.e. the project checklist, project managers diary, and project members daily feedback form. these records showed the activities we had taken from the beginning to the end of p

24、roject. besides, members comment and feedback towards each activity is provided as well.project members daily feedback formdate: july7th , 2008 name: hr staff lean role: logistics what activities are you involved in?1. project team analyzing the needs and wants for the training project and establish

25、ing training focuses.2. presenting plan for facilities support of the project.3. making reservation for hotel, meal and transfer coach.4. negotiating price with hotel sales.what are the results of the activities?1. the project team has decided upon the projects training focuses: staffs knowledge, at

26、titudes, communication skills, teamwork, etc.2. more additional training activities were suggested by project member in order to make the course attractive and enable trainees better understand the training objective, such as: evening activities, inviting general manager to deliver lectures, field p

27、ractices etc.3. i have presented a plan for facilities support on issues relating to the location of the training course, the price of hotel accommodation and other facilities to be used for the project such as barco, video machine, laptop etc.what are comments and suggestions?1. i have a better vie

28、w about our current business situation.2. we have the strong ability (budget and personnel) to support this training project.3. our weak points are time problems: two weeks is a little short for new staff training, but our daily business will not allow us to extend the time.i suggest the training sh

29、ould be made regularly according to levels of staff, not only the new staff but also the senior staff because the market is changing so quick, we have to recruit all staff the new knowledge and concept to meet the competition.project progressive checklisttime-scaleactivitiesresultscommentsweek 1-2l

30、get budget approvalthe head office gave my training plan a highly support which is make me more confident to do it well.week 3l decide on the trainer, time as well as the training placel interview trainer to judge his or her qualificationinformation about the location of the training course, trainin

31、g time and the trainer.choose the qualified and professional trainer as we need.week 4l arrange trainer to take a discussion with trainees about their needs and wantsl discuss with trainer about the training material and training contentsl pre-assessment of traineesl make reservation of the classroo

32、m and the relevant equipmentl arrange the hotel and meals as well as the transfer coachgot information of trainees needs and wants which help the trainer and our responsible staff to design the training course.decided on the material to be used for the training.collected the information or data for

33、further evaluation.got confirmation of relevant arrangement for the training in advance.week 51. brief all staffs about the training plan as well as the work assignment during the training period2. prepare the training material for all the trainees3. hand over and take over of works between trainees

34、 and the rest of staffslet all of my staffs make a good preparation for the training.in order to keep the daily work going smoothly.the trainees feedback of the course well illustrated the success of our training project. all the trainees are satisfied with the course design and learning results. 64

35、% trainees strongly agreed that the instructor style, methods and pace help them to learn. 100% trainees agreed (59% strongly agreed) the skill (concepts) taught were highly relevant to the demands of their job/role. this feedback also shows no one dissatisfied with the course.for tutors:you are req

36、uired to provide between-text comments on the students writing by using the “edit” function or a contrasting font color to highlight your comments or suggestions. please tick in the proper cell and write your overall comments in the box of “tutors comments” below.评价指标assessment criteria评估(acceptable

37、/revise)请打勾进行评估（）合格需修改简要概括了项目实际实施情况，包括是否调整了原设计方案。a brief summary of the actual implementation is given, including any deviations from the original design.明确描述数据收集的方法、时间、对象以及数量。conditions for collecting the data are specified, including dates, times, research subjects and quantity.用图表或表格呈现数据，每个图表或表格有

38、编号和标题。tables or charts are used to compile the data and show trends. tables and charts have proper titles and numbers so that variables are clear.数据描述清楚、呈现方式恰当。the data is clearly and properly presented.语言正确、准确，无歧义。this whole part is expressed in clear, accurate and unambiguous english.tutors commen

39、ts:part three discussion and conclusion (unit 10)directions for students:based on the data you have presented in part two, you are now required to select some significant facts and interpret these findings in a broader context. instead of simply restating your results, you should draw inferences abo

40、ut their implications for business in general. this important part will later on be presented in your ba degree paper under the heading like “discussion”.write your text under the following blank space according to the above areas. (suggested length: no fewer than 500 words.)my project hypothesis is

41、 that a well trained, not merely a courteous, workforce will be the best tool to ensure high-quality customer service. ojt (on the job training) is one means by which to achieve that end. from above data analysis, it is undoubtedly to say that the trainees have gotten great improvement in their job

42、performance that lead to the rising of customers satisfaction. the results prove that my project hypothesis is applicable.yet i should not be too optimistic, since the percentage of customers satisfaction hasnt arrived the 100%. the improvement should keep on growing. this implies that a single trai

43、ning will not solve every performance problem because it is inappropriate when the problem stems from a cause other than the performers lack of knowledge or skill or the performers poor attitude. as i mentioned in the rationale, “when ojt has been carefully planned, organizations can effectively sho

44、rten unproductive breaking-in periods for newcomers.” but how to make sure that our ojt training is well and carefully planned? through my project implementation, i aware that more attention should be paid to the difference between planned and unplanned ojt training in order to enhance staffs improv

45、ement in the field of customer service.therefore, reviewing aids and alternatives to ojt is necessary. combine other training or delivery alternative methods for ojt is required for next step training course.in my project, i used swot problem analysis method, questionnaire survey and brainstorming a

46、ctivation. they are all acceptable methods suitable to the problem analysis and have been properly used. i worked out the time-scale activities plan and implemented accordingly. by analyzing the data (results) collected from implementation, i believe that my project objective is realistic and resear

47、chable. project members were co-operated with each other during the whole process of implementation. with the efforts of all, we achieved our final goal successfully. new employees are satisfied with the training arrangement and the course design. they are not only well equipped with professional kn

48、owledge; through field practice, but also improved the ability and skill in problem dealing. as the objective of my project is to increasing professionalism on the frontline; improving customer relations; effective complaint handling and developing effective communications skill, such a result is ve

49、ry encouraging. it proves that our implementation of the solutions is fruitful and effective. through this project implementation, i have learned much and i have much to learn. i have learned that ojt (on the job training) is thus a competitive weapon for making workers “performance-ready” faster so

50、 they may keep pace with dynamic changes in their jobs. i have learned that, if a workforce is well-trained, he or she will be the best tool to ensure high-quality customer service.i should continue my research to establish and operate a comprehensive ojt program to meet customer satisfaction in a h

51、igh level. for tutors:you are required to provide between-text comments on the students writing by using the “edit” function or a contrasting font color to highlight your comments or suggestions. please tick in the proper cell and write your overall comments in the box of “tutors comments” below. 评价

52、指标assessment criteria评估(acceptable/revise)请打勾进行评估（）合格需修改从与项目假设最相关的事实/变化入手，对显著现象进行讨论。significant facts have been selected for discussion, starting with those most relevant to the hypothesis.数据分析与讨论充分得当。the data is properly analyzed and discussed.明确阐述了数据与项目目标和假设的关系。the meaning of the data in relation

53、to the original objective and hypothesis is made clear.阐述了结论，比如项目结果是否证明假设成立。final conclusions, such as whether the findings support the hypothesis, are stated.说明了项目调研结果以及项目意义。the significance of the results and the project has been explained.包含了对项目局限性的说明和/或未来更深入的调研计划。any limitations and directions f

54、or future research have been discussed.结论不少于300字。the conclusion contains no fewer than 300 words.语言正确、准确，无歧义。this part is expressed in clear, accurate and unambiguous language.tutors comments:part four abstracts (units 7 & 8)directions for students:your ba degree paper needs two abstracts, one in ch

55、inese and a second in english. the chinese abstract should have between 500 and 800 words, and the english abstract about 300 words. although the two abstracts differ in length, their content is about the same. the abstract should concisely describe: l the project background, problem statement, prob

56、lem analysis, objective(s), hypothesis, research subjects, key contents, implementation period, key method(s), main results and significance.insert your description after the prompts in the space below.摘要 （中文）厦门宏大国际旅行社以其良好的信誉、周到的服务和优惠的价格拥有了大批忠实的客户, 业务涉及旅游团队接待、全国酒店预定及机票代理等方面。随着业务的发展、经营规模的扩大以及新员工的加入，今

57、年客户服务方面存在的问题日趋严重。新员工业务知识匮乏, 缺乏与客户沟通的技巧, 责任心不足等问题已造成部分客户的流失及营业额的下降。从员工管理以及客户服务的原理和实践来看，一个机构的服务质量与其对员工的培训和教育能力休戚相关。本论文通过设计一个新员工培训计划，力图在短期内帮助新员工提高专业知识水平，学习并掌握如何改善客户关系以及与客户的沟通技巧，从而在根本上减少乃至杜绝投诉的发生，全方位满足客户需求。 本论文前期通过目标客户的分组问卷调查、员工绩效考核分析、swot分析法、以及与同事的自由讨论等研究方法找出此次培训计划的目标方向。在中期的计划执行过程中，通过采取项目进度流程表、负责人工作日志、项目组成员日常工作反馈表等检查与评估形式确保计划内容得到了充分执行。在后期计划评估部分，本论文仍主要采取问卷调查的方式，如要求每位学员填写学员对培训课程的综合意