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

question 15

Multiple Choice

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 would most likely help Aysha address the problems in the customer service department?

• A) Monitoring the orientation program for customer service representatives.
• B) Identifying the KSAs required for customer service representative positions.
• C) Implementing a succession planning program for customer service managers.
• D) Providing monthly classroom instruction to new customer service representatives.

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Definitions:

Situation Variance

Differences in behavior that result from the influence of external or situational factors.

Person Variance

The variability or differences in behavior or responses among individuals in a group.

Major Conclusions

Fundamental outcomes or inferences drawn from a research study or analysis.

Personality Psychologists

Personality psychologists are specialists who study the patterns of thoughts, feelings, and behavior that make a person unique, focusing on understanding individual differences and the psychological processes underlying personality.