Development Plan: Part II April 3, 2011
Henry Williams IV
This development plan will address the Training and Mentoring program in order for the company to reach the goals needed to be successful. The first process will be analyzing the training needs required for the sales team to perform their jobs effectively. There are four levels of analysis for determining these training need requirements. The four levels of analysis are; organization analysis focuses on identifying where within the organization training is needed; demographic analysis is helpful in determining the special needs of a particular group; individual analysis determines how well each employee is performing the task that make up their job (Casio, 2005). Janet Durham, Sales Manager: Experience in sales to share these skills with team members. Very well versed in regards to our products. Excellent leadership skills in order to lead and guide the sales team. Experience in sales and has excellent sales manner. Excellent customer service and problem solving skills. Continues to stay up-to-date current trends of new products. Enthusiastic attitude and personality for selling. Enthusiastic attitude and personality for selling. Experience in sales. Excellent customer service and problem solving skills Experience in training sales professionals. Experience in sales and has excellent sales manner. Experience in leading projects and being a team lead. Excellent customer service and problem solving skills. Excellent customer service and problem solving skills. Experience in developing joint ventures. Extensively trained on customer satisfaction.
Eric Borden, Outside Sales Representative:
Ving Hsu, Outside Sales Representative:
Terry Garcia, Outside Sales Representative:
Sally Lindley, Outside Sales Representative:
Tom Jennings, Outside Sales Representative: Excellent strategic planning ideas. Excellent marketing expertise. Excellent customer service and problem solving skills. Possesses the ambition and driver to position InterClean at the top of its industry.
Analysis results identified these training needs necessary for the team members to further their knowledge of our products, services, customer service levels, environmental regulations, OSHA standards, and sanitation systems in order for the achievement of InterCleans strategic goals: Team building training. Products and services training. Mini-seminars on marketing. Training on OSHA standards. Supplemental customer service training. Supplemental training on environmental regulations regarding sanitation systems. Supplemental sales training regarding customizing packages of cleaning solutions and sanitation systems. Objectives of Training/Mentoring Program Pertaining to the above mentioned training subjects, even though most have experience in some of these subjects, there are more training required for each of our sales teams. We must make sure all are competent on the cleaning products and the sanitation systems. Customer service is a very important component for the success of our company. The sales team will be trained on how to provide exceptional customer service to our clients after we have made the sale. Ensuring the customer is happy with their experience with our company and staff is also important. Performance Standards/ Feedback Methods The performance standards will assist us in determining whether the training is being effective and the members of the sales teams knowledge is increasing to ensure the
companys strategic goals are being achieved. Measurements methods will consist of monthly customer retention rates, client feedback pertaining to services/products and the level of customer service provided, and client satisfaction levels from the feedback form. These performance measurements will give us a point of reference whether we need to adjust or further our training methods. If the clients are not satisfied with our customer service, products or services we will gather the issues and adjust our processes and procedures accordingly to achieve client satisfaction. Delivery Methods The training will be delivered in different ways and will be formatted to ensure each member of the sales team will come away from the training with full understanding of the content. The delivery methods for members of the sales team is listed below: o o o o o o Team building training: Group training held off-site directed by a team building specialist. Products and services training: Hands on group training held off-site directed by a combination of InterCleans products specialist and EnviroTechs services specialist. Mini-seminars on marketing: Computer-based training and testing. Training on OSHA standards: Group training held off-site directed by an OSHA specialist. Supplemental customer service training: Group training held off-site directed by a customer service specialist. Supplemental training on environmental regulations regarding sanitation systems: Group training held off-site directed by an EPA specialist. Supplemental sales training regarding customizing packages of cleaning solutions and sanitation systems: Group training held in our training room directed by David Spencer our vicepresident of sales. Content of Training/Mentoring Program
The content of the training and mentoring program will be intensive and very informative. The training specialists will ensure all of the sales team members will be thoroughly versed on all of the subject matter at the conclusion of the 6 week training. During all of the training sessions there will be question and answer sessions. The directors/specialists performing the training hold the highest level of certification and are well sought after for their training techniques. With the grueling weeks to come we made sure the training will be in a fun learning format. We realize information retention is superior when the learning environment is not monotonous. Time Frame All training will begin immediately and will be completed in six weeks. During the training we will monitor how it is progressing and if additional time is needed for the training we will adjust the time frame. Please see the following list for the time frames for each training sessions: o o o o o o o o Team building training: Week one-Monday through Friday, 8-5. Products and services training: Week two-Monday through Friday, 8-5. Mini-seminars on marketing: Self-paced computer-based training/testing. Computers are available in our computer lab for testing. Should be completed by the beginning of week six. Training on OSHA standards: Week three-Thursday & Friday, 8-5. Supplemental customer service training: Week four- Monday through Friday, 8-5. Supplemental training on environmental regulations regarding sanitation systems: Week three-Monday, Tuesday, and Wednesday, 8-5. Supplemental sales training regarding customizing packages of cleaning solutions and sanitation systems: Week five and six-Monday through Friday, 8-5.
Evaluation Methods Periodically throughout the training the members of the sales team will be asked to evaluate the trainers of all of the sessions to ensure the training is understandable and thorough in content. The training will be adjusted according to the information contained in the evaluations. These evaluations are crucial to the success of the training for you as members of the sales team to be as successful as we can make you and the company will be successful as well. There will be quarterly evaluations as well to measure your knowledge of our products and services to ensure you every success in your career and to ensure your customers are getting the utmost level of customer service and follow up. Alternative Avenues for Those Who Need Further Development After the six weeks of training the sales team will be prepared to handle their job duties and to meet the clients needs. If there are any of the sales team members who may need further training and development there will always be training forums and classes available online or in the classroom setting. We want the training to be available to you at all times. All of the members of the sales team will be required to have yearly refresher training in order to keep up with industry trends and technology updates. Summary In the $8 billion dollar institutional and industrial cleaning and sanitation industry, success is no longer about which products best cut through the grime or kill the most germs. As the industry evolves, clients are more and more interested in not just products, but solutions and services that will streamline their cleaning efforts in the wake of more stringent requirements for environmental safety (University of Phoenix, 2008). Our company is a main player in the sanitation industry. With the implementation of our new solution/service model we can offer our clients full-range service packages to meet all of their cleaning needs. The training planned for the upcoming six weeks will be grueling and long for all.
As the company ventures into the future on the leading edge of the sanitation industry and can do it with the best training and the most talented sales team. In the coming years the vision for the company to grow by leaps and bounds. Also possible growth to expand to various countries around the world. We can accomplish this vision with the talents of our staff and sales team. You are all very professional in your manners and it will reflect in your attitude towards your customers. We should look forward to many more years of exciting new ideas, products, services, and adventures for the company, our employees, our clients, and future joint venture partners. Our future endeavors reap many profitable years to come for our company.
References
Casio, W.F. (2005, January 1). Managing human resources. Retrieved from https://ecampus.phoenix.edu/content/eBookLibrary2/content/eReader.aspx Ward, Dan L. (2004, June 1). Human Resource Planning. Retrieved from http://www.entrepreneur.com/tradejournals/article/119743614.html University of Phoenix, (2008, May 9). Web Link InterClean-EnviroTech Merger Scenario.
