Unit-4

Case study-7
The Carter Cleaning Centres

SUMMARY
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. as an example, Jennifer wants her counterperson to greet customers
with a pleasant hello, collect the garments from the customers, place all the
garments in nylon sack, write up a ticket and provide a copy to customer,
provide information to customer about upcoming offers and additional
services, use affable comment like, have a nice day" or drive safely" when the
customer leaves. Other jobs in the store like pressing, cleaning and spotting
contain certain steps and procedures along with standard preferred by carter.
due to lack of suitable and orientation, employees face certain issues' the new
employees are ignorant about their weekly payment day, company policy
about paid holiday, health and medical benefits and general matters (clean
work area, personal appearance and cleanliness) and so on. Jennifer believes,
if formal orientation and training programs can begin, then employees will
know what Jennifer and her father wants from them and they will do their job
in the right way that is the carter’s way.
QUESTIONS
1. Specifically, what should the Carters cover in their new employee
orientation program, and how should they convey this information?

When the orientation is conducted it helps employees to get a brief idea about
what the organization is about and what they need to do what not to. It brings
the clarity so which employees can work without any confusion which will
increase productivity. The information regarding

 Employee benefits
 Personnel policies
 The daily routine
 The way operations are conducted
 Safety measures and regulations should be clearly stated.

This information can be conveyed through various mediums. One way is

through an employee handbook. This would state the company policies,
benefits, and regulations. It is the expectations from the employee and
also from the company. It should also contain the employee’s rights. It
states the general employment information. Another way they can
convey the information is through orientation technology. They can take
advantage of the web and have all their information placed online so that
the employee can easily access the information and learn about the
company. They can also use videos and lectures and different exercises to
inform the employees on different aspects of the company

2. Which specific training techniques should Jennifer use to train her

pressers, her cleaner/spotters, her managers, and her counter people?
Why should these training techniques be used?
CLEANERS/SPOTTERS

As these jobs are technical in nature, on the job training through

coaching method could be advised. Existing employees can teach the new
employees their relevant tasks and follow up with them to check if there are
any concerns or problems. Also once the employee is sufficiently well
versed with his or her work, job rotation can also be done to ensure
that the employees develop other skills. This can be useful in times when there
is shortage of employees due to reasons like illness, vacation. Job instruction
Training sheets can also be used as these jobs have a standard procedure and
this would hence avoid mistakes.

MANAGERS
On the job training can also be used for managers. Their main work
would include handling employees and customers along with the
business. This can be learnt directly from Jennifer or other managers.
Also 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.

COUNTERPERSON
Most of the tasks included in this job are standardized and hence job
instruction sheets can be used. And also sometimes counterpersons
have to behave differently with different customers, it is better to
train using on the job 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 required.

3. Design a 3 days orientation program for the employees of Carter

Cleaning Centres.

Day 1

 Overview of the Carter customer service philosophy, culture, Mission,

Vision and Values
 Review of organizational structure
  Benefits review
 Completion of new hire paperwork ƒ
 Initial Safety Awareness training ƒ
 Lunch

 Information on continued orientation (Day 2 and beyond)

Day 2

 Office tour
 Introduction to the other employees
 Schedule meetings
 Lunch
 Beginning of job specific trainings

Day 3

 Continuation of job specific trainings

 Explaining how to use office equipment
 Q&A session
 Feedback session