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Additional Case 8.1 Aysha, an HR Manager, Has Been Assigned the Task of the Task

question 118

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Additional Case 8.1
Aysha, an HR manager, has been assigned the task of implementing a training and development program at her firm, Singer Enterprises. The firm has offices in New York, California, and India. Executives at the firm want to develop more innovative products and improve customer service. Singer employs 50 product development specialists and 200 customer service representatives.
Aysha must determine the fit between the current organizational culture at Singer and the firm's new mission and vision. After gathering the results of a needs assessment, Aysha will be responsible for implementing appropriate training programs. In an initial review, Aysha discovers that a large percentage of customer service errors stem from representatives who simply do not remember all the different pricing programs and policy changes. Aysha also learns that the firm's product development team is scattered throughout the firm's offices and that members rarely have face-to-face meetings.
-Refer to Additional Case 8.2.Which of the following questions should Aysha first answer to accomplish her assignment?

Definitions:

Data Mining

The practice of examining large databases to generate new information by identifying patterns, trends, and relationships.

Spending Patterns

The analysis of how individuals or groups allocate their money on various goods and services over a period.

Customer Database

A collection of information about individuals who purchase goods and services from a business, including their purchase history, contact details, and preferences.

End-use Factors

Considerations regarding how and for what purpose a product will be used by the consumer, influencing design and marketing strategies.