OGL 481 Pro-Seminar I:

PCA-Human Resource Frame Worksheet

Worksheet Objectives:
1. Describe the human resource frame
2. Apply the human resource frame to your personal case situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format for your Electronic Portfolio due in Module 6.

1) Briefly restate your situation from Module 1 and your role.

As a part of the Internet Sales Department at Nash Powersports, my responsiblity

is to reach out to potential customers that are looking for more information about

available inventory. Typically, I am the first person from the organization to reach out to

potential customers. My goal is to show how Nash Powersports sets itself apart by

offering a family friendly experience that helps customers find what they need while

being able to enjoy the purchasing process. The main goal of this organization is to

provide a fun and easy experience that leaves customers feeling like a member of the

Nash Family. Over time, growth has made it more difficult to keep up with the increased

volume of customers.

2) Describe how the human resources of the organization influenced the situation.

The human resources frame of Nash Powersports has been changing as the

company grows. Most employees that have been hired are familiar with the industry and

have prior experience with competing dealerships nearby. On the other hand, some

people have no experience in the industry, just sales experience or a love for powersports.

This can lead to different training variations depending on the work background of new

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 employees. As a result, there are times when people could have been provided with

additional resources that may have improved their ability to produce high quality work.

Overall, the training program could use more structure. Specifically, the training program

must offer more relevant information and emphasize the company culture more

effectively.

Nash Powersports relies on a Contributor Framework where everybody has a role

or specialization that helps contribute to the organization's success (Bolman & Deal,

2021, p. 176). This framework allows each member of the company to have the

opportunity to contribute. At times, employees feel like management hears feedback but

is not willing to take action to improve the situation. Just as I mentioned before, some of

the issues the company is facing can be solved if management decided to upgrade the

client management system. Upgrading this system would solve many of the issues Nash

Powersports faces. Each employee understands that there is good reason to trust the

members of management within the company, but most still feel that everybody would be

able to provide better and more efficient customer service with a system that is

specifically designed to handle a large customer database.

3) Recommend how you would use the human resources for an alternative course of
action regarding your case.

As a new company with changing needs, the human resources of Nash

Powersports could use improvement. Providing thorough and consistent training would

enable employees to adjust to the unique company culture much quicker. It can also give

new workers an opportunity to receive specialized training on aspects of their job where

they could use improvement. These efforts would allow the organization to provide

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 invidualized training that more effectively promotes growth while giving employees a

better sense of the operational stucture as well. Investing in employees will benefit this

organization, a large number of employees at Nash Powersports have stayed for over four

years (Bolman & Deal, 2021, p. 149).

Another crucial improvement that I suggest is to apply some of the feedback

provided by members of the organization. Most people in the company agree that

upgrading the customer management technology as soon as possible is the most logical

solution. This will be a significant investment to make, but it can help improve almost

every aspect of the customer service process. Workers would have the ability to contact

more potential customers and focus on helping them instead of becoming frustrated with

an outdated system that frequently experiences long loading times, crashes, and

messaging issues. Customers want to know that employees at Nash Powersports are on

top of everything and doing everything possible to provide customers the kind of care

they deserve when purchasing a machine. A client management system upgrade could

allow everyone to get more work done, communicate with more customers, and work

efficiently.

4) Reflect on what you would do or not do differently given what you have learned
about this frame.

Given what I have learned, developing an updated training program would

improve the overall quality of work while acclimating new hires to the Nash Powersports

family-oriented culture. Providing new employees with useful training and support as

they join the company can provide a solid foundation for them to grow. If Human

Resources is able to give team members more guidance, I believe there will be a

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 significant improvement in everyone's ability to work as a cohesive unit. This has the

potential to allow Nash Powersports to get more consistent and effective results when

interacting with customers. Many aspects of the previous training program should be

included, but additional sections would help provide useful clarity. Every organization

has some distinct traits that help them stand out, with additional training everyone within

the Nash Powersports organization will be able to develop their skills, quickly adopt the

company culture and provide a family friendly customer first service people have heard

about.

Improving the client management system each worker uses on a daily basis will

allow the organization to improve customer communication. As you would expect, a lot

goes into a potential deal for a new powersports vehicle. Having the ability to quickly and

effectively communicate with other departments and customers makes it easier for

employees to find clients the perfect machine on a deal within their budget. The changes I

am proposing will promote efficient time management. More effective time management

gives workers the opportunity to interact with each potential customer more consistently

and provide them the information they need to help them feel comfortable when making

an important purchase (Bolman & Deal, 2021, p. 182).

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 Reference
Bolman, L. G., & Deal, T. E. (2021). Reframing organizations: Artistry, choice, and leadership
(7th ed.). San Francisco, CA: Jossey-Bass