case analysis and final decision

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1、CaseAnalysisandFinalDecisionTableofContentsIntroduction21.ReplacementAnalysis21.1proposedtheassumptionofreplacement21.2hypothesistesting31.3reversetheassumption42.TrainingAnalysis42.1feasibilityoftraining42.2analyzingthetrainingmethods52.3selectingtheb

2、estttrainingmethod62.4evaluationofthechoosingtrainingmethod73Trainingprogramoutline83.1definitionanddemomode83.2overallpurpose83.3trainingobjectives83.4measurementforsuccess-evaluateprocess9Conclusion9References1012IntroductionCentrallumbercompanyisare

3、taillumberandhomeimprovementoperationthatcaterstobothcontractorsanddo-it-yourselfers.BloomfieldCentralisoneofthelargestoutletswhichlocatedontheoutskirtsofarapidlygrowingcityandemployees22salespeople.AndthehomeofficeintendstouseBloomfieldCentralasamodel

4、operationforitwantstoimprovecustomerserviceanditsoutlets’salesperformance.SoCentral’sregionalmanager,AnnHenry,hasdoneainvestigationtoassessthecurrentsituationatBloomfieldCentral.ButtherepoertshowsthatthereareplentyproblemsinBloomfieldCentral,especially

5、thesalespeople’sattitudetonormalcustomeriscrudeandvulgar.SoAnnsummarizedtheseproblemsandreflectthemtoLesGiacomo,BloomfieldCentral’sgeneralmanager,alongwithadescriptionofheadquarters’plansfortheoperation.AndthenAnnvisitBloomfieldCentralinpersontotalkabo

6、uttheseproblemswithLesandexpressherdoubtandworryaboutthecurrentworkforce.AnnevenproposedasuggestionthatLesshouldreplacemostofthesalespeoplewithhigherqualitypeople.ButLesobjectthisproposeandexplainedthatthoughthesesalespeoplehavemanyprobleminmanners,the

7、yareprettyfamiliarwithallthelumberoperations.Andthenewhigherqualityareknownothingaboutlumberbusinessanditwillcostalottotrainthem.AnnknewLeswasright.Nonetheless,somethinghadtobedoneaboutthesalesforce’sattitudetowardcustomerservice.Atlost,AnnaskLestosmoo

8、thoutalltheseroughedgestomakeBloomfieldCentraltobeamodelofcustomerserviceandsalesperformanceinthreemonths.SothemainproblemLesfacedwithishowtoimprovetheemployees’abilityincustomerservice.1.Replacementanalysis1.1Proposedtheassumptionofrep