Question :
Case 8.1
A manager wants you to develop training that : 1346277
Case 8.1
A manager wants you to develop training that will improve employee performance. You begin by asking the manager and his boss some questions. You find that employees are given specific assignments but may be pulled off one task and put on a higher priority one with little warning. You ask the manager what the problem seems to be. He says people aren’t getting their work done. He wants more productivity with fewer errors, but he can’t explain any more thoroughly than that. You talk with employees and discover that they receive their work assignments for the day at the beginning of the shift. Then, the boss makes special requests during the day, and the employees are reassigned from their current project to take care of those requests. This tends to slow everyone else down.
81) Refer to Case 8.1. Your investigation of the employees’ performance revealed that:
A) training will probably not solve the firm’s problems.
B) training would be a good investment for the firm.
C) employee training goals are clear and realistic.
D) VR is the best training method to use.
82) Refer to Case 8.1. The discussions with the managers and employees are most likely an example of:
A) stating the problem in behavioral terms.
B) conducting a needs assessment.
C) setting performance goals.
D) evaluating the training.
83) Refer to Case 8.1. The questions being asked represent what level of needs assessment?
A) Organizational
B) Managerial
C) Person
D) Task
Case 8.2
Aysha, an HR manager, has been assigned the task of implementing a training and development program at her firm, Singer Enterprises. The firm has offices in New York, California, and India. Executives at the firm want to develop more innovative products and improve customer service. Singer employs 50 product development specialists and 200 customer service representatives.
Aysha must determine the fit between the current organizational culture at Singer and the firm’s new mission and vision. After gathering the results of a needs assessment, Aysha will be responsible for implementing appropriate training programs. In an initial review, Aysha discovers that a large percentage of customer service errors stem from representatives who simply do not remember all the different pricing programs and policy changes. Aysha also learns that the firm’s product development team is scattered throughout the firm’s offices and that members rarely have face-to-face meetings.
84) Refer to Case 8.2. Which of the following questions should Aysha first answer to accomplish her assignment?
A) What development options are available at Singer?
B) How will training be provided to Singer’s foreign workers?
C) What external factors affect Singer’s long- and short-term goals?
D) What are the job requirements for Singer’s customer service representatives?
85) Refer to Case 8.2. Which of the following would most likely help Aysha address the problems in the customer service department?
A) Monitoring the orientation program for customer service representatives.
B) Identifying the KSAs required for customer service representative positions.
C) Implementing a succession planning program for customer service managers.
D) Providing monthly classroom instruction to new customer service representatives.
86) Refer to Case 8.2. Which of the following would be the best method for improving the firm’s customer service?
A) Establishing a performance support system
B) Implementing cross-functional training
C) Providing realistic job previews
D) Offering teletraining
Case 8.3
The HR department at McBain Associates is putting together a multi-step training program to help managers appraise employee performance. The firm has experienced previous legal problems associated with improper performance appraisals, so HR needs to ensure that every manager is able to conduct a performance appraisal appropriately.
Managers will receive information about EEO law, company policies, appraisal forms, and appropriate interview questions. Information provided during training should be relevant and consistent. The firm wants managers to have access to the information after training and as needed when conducting performance appraisals. In addition, the firm wants to minimize the time managers spend on the training and to avoid large group meetings. Due to changing policies and forms, HR needs the ability to update the training information easily and quickly.
87) Refer to Case 8.3. Which type of training would be best at McBain?
A) E-learning
B) VR training
C) Apprenticeship
D) Off-the-job training
88) Refer to Case 8.3. HR is considering using computer technology to train managers. When developing online training materials, which of the following questions is LEAST relevant to the needs at McBain?
A) Is the purpose of the training clarified to participants?
B) Will participants find the content relevant and engaging?
C) Can virtual simulation exercises be integrated into the system?
D) Can the training be linked to a performance management system?
89) Refer to Case 8.3. HR at McBain has decided to use an instructor-led program to train managers. Which of the following best supports this decision?
A) The training and development budget at McBain is very limited.
B) Job aids help McBain managers to recall the KSAs needed for different jobs.
C) Performance appraisals at McBain are conducted twice a year for most employees.
D) HR expects managers to have many questions regarding McBain’s policy changes.
90) Refer to Case 8.3. HR at McBain has decided to use an e-learning program to train managers. Which of the following best supports this decision?
A) Managers cannot agree on the best time to schedule training.
B) HR representatives team with managers for performance appraisals.
C) Most departments at McBain benefit from cross-functional team managers.
D) Newly hired managers recently participated in orientation training sessions.
Case 8.4
RightChoice is a computer retailing company. It is very popular with employees because of flexible shifts, rotating job schedules, and the lenient policies regarding time off for family care. This also makes employee cohesiveness very important because sometimes employees will be called to work on days off or pulled off of another job in order to help in a different department. Though this may be a difficulty for a larger business, the atmosphere and benefits that come with such flexibility are appreciated by employees.
The application process includes a brief interview and a short test to determine whether applicants have mastered basic literacy skills. During the most recent hire cycle, RightChoice found that some applicants who desired retail and customer service positions had not mastered basic reading, writing, and arithmetic. In response, RightChoice garnered the assistance of a local community college, along with some middle and upper-level managers in providing training to the new employees to give them the necessary skills in performing their jobs.
After this hire, Lexi, an upper-level manager suggests that the new employee socialization process should consist of a short-term program that explains to the employees their job position and its place in the company, and a tour of the business.
91) Refer to Case 8.4. Because of RightChoice’s flexible approach to employee scheduling, many workers have changing work schedules and they often help one another in various job operations or work in job rotation. In order to train new employees for this type of working environment, the company should implement:
A) diversity training.
B) cross-functional training.
C) customer service training.
D) 360° feedback.
92) Refer to Case 8.4. The literacy training that RightChoice provides its employees is focused on:
A) job skills literacy.
B) reading comprehension.
C) management skills.
D) functional literacy.
