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Carter Cleaning Company Case HRM
Carter Cleaning Company Case HRM
Carter Cleaning Company does not have any formal orientation and training programs. However,
Carter wants its employees to follow certain practices and procedures while
dealing with customers but employees are not trained accordingly. Thus, Jennifer’s
employees are not maintaining standards as she expected. For example, Jennifer wants her
counterperson to greet customers with a pleasant hello, collect the garments from the customers,
place all the garments in nylon sac, write up a ticet and provide a copy to customer, provide
information to customer about upcoming offers and additional services, use courteous comment
lie !have a nice day" or
!drive safely" when the customer leaves. #ther $obs in the store lie pressing, cleaning and
spotting contain certain steps and procedures along with standard preferred by Carter. %ue to
lac of ade&uate training and orientation, employees face certain issues' the new employees are
ignorant about their weely payment day, company policy about paid holiday, health and medical
benefits and general matters (clean wor area, personal appearance and cleanliness) and so on.
Jennifer believes, if formal orientation and training programs can begin, then employees will
now what Jennifer and her father wants from them and they will do their $ob in the right way
that is the Carter’s way.
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Question01: What specifically should the company cover in their new employee orientation
program, and how should they convey this information?
#rientation program refers to the process of providing with basic information to the new
employee about the company or employer. This procedure ensures that new employees get the
nowledge re&uired to do the $ob effectively. %essler (*++) said !#rientation is a procedure of
#rientation program helps employees to get a brief idea about the organi-ation along with the
tas they need to perform. o it increases the productivity of the employees as they are well
aware about the $ob. /ormally H0 department of a company is responsible to welcome new
employees with orientation program. 1ut supervisors complete the orientation process by
introducing new employee with the co2worers and others concerned with the tas.
3t the time of a new employee orientation 4rogram Company should cover some of the basic
contents lie2
and hospitali-ation, housing, pension, vacation, profit sharing etc. o, at the orientation program
employer should clearly mention the benefits employees will en$oy during their career with the
company.
Personnel policies
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4ersonnel policy some time called as !employee handboos". This policy includes some of the
statement which explains the expectation of the employer from the employee and what should an
employee expect from employer. 4ersonnel policies should cover at orientation program.
aily routine
6mployees should get clear idea about the tas he or she needs to perform at daily basis. 5t helps
the employee to get prepared for the tas and this procedure increase the efficiency of the wor.
o, there is no alternative other than mentioning the daily routine of the employee at orientation
program.
t perform same tas. The nature of the wor varies from company to company. 7hat ind of operations a company performs is totally depen
ment of the company carefully review the mission and vision statement
of the company and then set the activities or operations they need to perform to achieve company
goal. o, in the orientation program it is very important to mention the activities and operations
d regulations available to help the employees when they face any unwanted situation lie accident should also mention in the orientation
feel safe at worplace and motivate them to wor efficiently. To convey
information in proper way, a successful orientation should accomplish some procedure for new
employees8
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Question0$: In the %& management course 'ennifer too(, the boo( suggested using a )ob
description sheet to identify tas(s performed by an employee* #hould !arter use a form
li(e this for the counterperson+s )ob, and if so, what would the filledin form loo( li(e?
The employees must be trained to handle any unpleasant and unexpected issues. 5n case
of complaints, each customer may have to be handled differently. This is something, which needs
to
be encouraged to be learnt while on the $ob.
Question0: which specific training techni7ues should 'ennifer use to train her pressers,
her cleanerspotters, her managers, and her counter people, and why?
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Answer to Question Number 03
Pressers8cleanerspotters
3s these $obs are technical in nature, on the $ob training through coaching method could
be advised. 6xisting employees can teach the new employees their relevant tass and follow up
with them to chec if there are any concerns or problems.
3lso once the employee is sufficiently well versed with his:her wor, $ob rotation can also be
done to ensure that the employees develop other sills. This can be useful in times when there is
shortage of employees due to reasons lie illness, vacation. Job 5nstruction Training sheets can
also be used as these $obs have a standard procedure and this would hence avoid mistaes.
9anagers
#n the $ob training can also be used for managers. Their main wor would include handling
employees and customers along with the business. This can be learnt directly from Jennifer
or other managers. 3lso when any manager is about to leave, then the apprenticeship approach
can
be used where the new manager will be trained under the manager who is about to leave.
!ounterperson
;ost of the tass included in this $ob are standardi-ed, and hence $ob instruction sheets can be
used. #n the other hand, sometimes counterpersons have to behave differently with different
customers, it is better to train using on the $ob method. This can be done as the employee can
learn it from Jennifer directly how they should be behaving or can also go and clear any doubts
with other senior employees when re&uired.
Conclusion
3s referred to the case, Carter Cleaning Company does not have any formal
training and orientation program. 5n this case analysis, we are providing an outline of a
new employee
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orientation program, assisting to create $ob description and roles of a counterperson in
Carter Cleaning Company and finally identifying the re&uired training programs for pressers,
cleaner2 spotters, managers and counter2people.
&eferences:
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