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

question 22

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 be the best method for improving the firm's customer service?

• A) Establishing a performance support system
• B) Implementing cross-functional training
• C) Providing realistic job previews
• D) Offering teletraining

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Definitions:

Intrapersonal Conflict

A psychological struggle within oneself that arises from opposing interests, beliefs, or needs.

Realistic Alternative

A feasible and practical option that can be considered when making decisions or solving problems.

Approach-Approach

A conflict occurring when an individual must choose between two desirable outcomes or stimuli, leading to a decision-making process.

Positive Outcome

A result or effect that is beneficial or advantageous.