1. Human Resource Management
Submitted by: Group
Group Assignment #4 IV Abhishek Pangaria -
EPGP 2009-10 - Term III- Group Submission #1
Instructor: Prof. Dr. Kamal K. Jain Altaf
14-Jan-2010 Hussain Siddiqui -
#4
Rajendra Inani - #27
Shikhar Mohan - #34
Tarandeep Singh - #37
Vaibhav Samant - #38
Analysis of Problems with Backwoods Mail Order Company
Organization’s Associated Issues Causes of issues Solution approach
Objectives
Reduction in • Returns due to • Incorrect order data entry in • Ensuring high accuracy in order entry - problems in size,
number of incorrect system features, and color selection account for 78 percent of
merchandise merchandise • Order return due to incorrect merchandise returns. Of these errors, 54 percent were the
returns supply or size, features, color selection result of data entry mistakes.
defective • Incomplete product feature • Customer order representatives should understand sizing and
merchandise knowledge to employees features of all Backwoods' products, as well as differences in
• Incorrect labeling and sizing among products. Also, they should be able to relay these
inventory guidelines to a customer in an understandable fashion. This
would prevent confusion and customer would be able to place
• Incorrect reading of mail
correct order as per their requirements.
orders and its entry into
system
Improved • Dealing with • Inappropriate dealing with • Customer order representatives should be able to display a
customer customer customer complaints by positive attitude and utmost professionalism when dealing with
satisfaction complaints employees customers, unless customer exhibits inappropriate or abusive
behavior. Improving the overall attitude of customer service
representatives may have a direct effect upon the customer's
view of Backwoods.
Improved •Response to • Customer order work area • Proper response to packaging and shipping department would
employee queries from noisy and cluttered ensure delivery of correct merchandising to end customers.
satisfaction Packaging and This would help bringing down returns.
Shipping unit • Improved work area would reduce any incorrect entry of order
HRM – Group Assignment#4 Page |1

2. • Noisy and or communication due to noise. This would also improve
cluttered work employee satisfaction resulting in better business for
area Backwoods company
• Employee training to handle calls with use of better
equipments in noisy environment
HRM – Group Assignment#4 Page |2

3. 1. Write several clear, measureable objectives for the training to be delivered to the employees
in the customer order group.
1. Improvement in data entry accuracy – Ensuring reduction in return merchandise due to
incorrect order entry and improvement in order entry time.
2. Product information – Introduction to all products and their features, special attention to be
paid to confusing / uncommon features – ensuring reduction in merchandise return due to
incorrect feature entry.
3. Customer call handling – Etiquettes of customer call for product enquiry, new orders, order
enquiry and returns issues. This should result in improvement in conversion of call from new
enquiry to order.
4. Other department’s calls handling – Improvement in employee communication among
organization. This should result in reduction in incorrect merchandise supply by Packaging and
Shipping unit.
5. Call handing in tough environment – With use of better quality headphones, practice to be
given to employees to be able to handle calls efficiently, despite a cluttered office and noisy
surrounding.
2. Develop a recommendation for the training plan that includes the training techniques that
should be used and the length of training.
Following Training plan should be implemented for all employees in Customer Order Department.
Training Objective Training Technique Content and duration Frequency of training
Improvement in data Class room training and Half day class room All existing employees
entry accuracy data entry practices training with sufficient training. Later for every
practice to improve new employee during
accuracy of data entry induction
till 90-95% accuracy
reached
Product information Class room training and Depending upon All employees on launch of
hands on study of number of unique new product, or change in
products’ features product / product line product feature
Customer call Class room training and Half day training with All existing employees
handling practices – recording of sufficient examples of training. Later for every
calls for quality analysis all good and bad calls new employee during
and review induction
Other department’s Class room training and Practice with other All existing employees
calls handling practices – recording of department’s employee training. Later for every
calls for quality analysis involvement during new employee during
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4. and review practice sessions induction
Call handing in tough Class room training and Practice with different All existing employees
environment practices with better equipment and noise training. Later for every
equipment levels new employee during
induction
HRM – Group Assignment#4 Page |4

5. 3. Offer a plan for evaluating the training program. Describe the criteria that will be used
and the design you will employ.
Training Objective Evaluation Criteria
(Improvement measurement would be done as %
change from month to month)
Improvement in data entry • Improvement in order entry time per employee
accuracy • Reduction in merchandise return due to
incorrect order entry at organizational level
Product information • Reduction in merchandise return due to
incorrect feature / color entry per employee and
organization level
Customer call handling • Improvement in customer satisfaction feedback
• Improvement in hit rate (conversion of product
enquiry to order) at employee and organization
level
• Reduction of customer service call for any
deficiencies at organization level
Other department’s calls handling • Reduction in incorrect merchandise supply by
Packaging and Shipping department at
organization level
Call handing in tough • Reduction in merchandise return due to
environment incorrect order entry at organization level
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