TRAINING AND DEVELOPMENT .docx

TRAINING AND DEVELOPMENT
2
Training and Development - Part 2
Introduction
Since its establishment in 1962, Walmart has been considered

the leading retailer worldwide (Muñoz, 2017). The entity has
managed to attract a wide range of employees worldwide
through the provision of products at low prices and discounts.
As a way of ensuring customer satisfaction and proficient
operation, the firm uses highly-qualified personnel to offer
services. However, the company has not been able to attain
excellent customer services. Therefore, there has been a need
for training to ensure that the staffs are equipped with the
necessary skills and expertise thus meeting the working
standards of the Walmart Enterprise (Lombardo, 2017).
This paper aims at discussing the reasons attributed to the
high rate of turnover, poor customer care services, low
employee morale as well as establishing how training will help
in successfully entice, motivate, and retain workers with
knowledge, skills, and abilities that will help the company
attain its business objectives.
Whom to Train
The majority of workers in Walmart belong to the sales
department. These include the sales personnel, sales managers,
supervisors, and the store managers. The group needs some
teaching that will help make them more active in their
operations. Among the issues that the training ought to address
are the poor services offered by the customer service providers.
The entity’s customer care cruel has low-level skills which lead
to undesirable services. As a result, the number of the patron’s
complaints increases.
Besides, the managers lack the appropriate managerial and
sales concepts. In some instances, they fail to provide sufficient
leadership to various regions hence causing misconduct among
the employees. As well, the personnel in charge of the sales
stores lack appropriate accountancy skill. Time and again, the
stock runs out in some supplies which force the consumers to
shift to the competitors’ products. To establish the gap that
training needs to address, the executive developed a Training
Need Assessment Questionnaire through which the staff will
help in explaining the possible causes of the problems

experienced in the entity.
Training Outcomes
The training conducted in the company will aim at solving the
issues of turnover, reduced employee morale, as well as the
poor customer services provided. At the end of the training,
there will be an increase in sales made by the company. The
improved skills of the personnel enhance improved
performance. For instance, the stores’ managers will be able to
control the movement of goods from the stores to the market
without delay. With proper record keeping, they will be able to
keep track of the products demanded and supplied. As a result,
cases of running out of stock will not exist again.
The level of satisfaction in customers is also likely to
increase. Employees equipped with quality skills are likely to
find joy in their work. Motivated employees provide quality
services which meet the needs of the clients (Gupta & Goel,
2017). Lastly, the number of turnovers will reduce. In most
cases, training acts as a way of raising the spirit of the worker.
Therefore, they become enthusiastic about performing their
tasks. The number of employees retained increases as they
develop loyalty towards the company.
Expected Performance
After going through training, employees of an entity are
expected to show some changes in regarding the manner in
which they conduct themselves. The exercise should raise the
morale of the workers while performing their tasks. If training
takes place in the right way, it should mold and instill in them
the need to achieve organizational support (O'Fallon, &
Rutherford, 2011). They work harder to obtain better
cooperation and loyalty. Thus, the training will be successful in
eliminating the issues of absenteeism among the workers,
complaints from the clients due to poor services provided, as
well as that of low turnover.
Also, the productivity of the workforce is expected to rise
as well. Well-trained personnel feels motivated and enthusiastic
about his/her work. Employees put more energy and strength

into performing their duties. Inspired staffs provide excellent
services. In this case, the customer care personnel offer
adequate services to the esteemed customer. The focus of the
employees towards enhancing customer satisfaction increases.
As a result, there will be minimal chances of the patrons
moving to other service providers.
Performance Gap
Usually, the objective of every enterprise is to ensure the
contentment of the clients through the provision of quality
services. Currently, the customers at Walmart are unsatisfied.
Several complaints from customers who claimed of
mistreatments or even being provided services which are below
the standards have been received. Through the adoption of the
interactive form of training, the entity can reverse the process.
The platform offers both the executives involved in exercise and
the employees to discuss the issues at hand openly and develop
strategies to solve them. Learning takes place in a fun and
enjoyable manner. While they engage in discussion, the
employees can pass knowledge that is necessary to increase the
performance of the one another.
Conclusion
Training Need Assessment is necessary for business. It helps
the management realize the need skills required by the
workforce to execute their tasks efficiently. Therefore, training
is conducted to instill, motivate, and empower the employees to
become better performers.
References
Gupta, D., & Goel, R. (2017). Training Need of Indian Wind
Turbine Manufacturing Sector–An Intimate Study. Imperial
Journal of Interdisciplinary Research, 3(4).
Lombardo, J. (2017). Walmart: Organizational Structure &
Organizational Culture. Panmore Institute.
Muñoz, C. B. (2017). Building Power from Below: Chilean

Workers Take On Walmart.
O'Fallon, M. J., & Rutherford, D. G. (Eds.). (2011). Hotel
management and operations. John Wiley & Sons.
2
Training and Development
Background and Introduction
Established in 1962 by Sam Walton, Walmart has grown over
the last five decades into the largest retailer across the globe

(Muñoz, 2017). The first store of this company was situated in
Rogers, Arkansas with a unique concept of selling more for less
and single discount approach. Today, the enterprise attracts
more than 260 million customers and has established more than
11,500 stores under 65 banners in twenty-eight nations. It also
has e-commerce platforms operating in eleven countries. In
2015, the company recorded a net sale of $482.2 billion which
was regarded as the highest volume to have been witnessed in
the company’s history. Currently, over 2.2 million associates
are employed in Walmart where 1.4 million are from the United
States. All these associates are committed to creating
opportunities as well as ensuring value to clients and the society
as a whole.
Moreover, Walmart Company recognizes its retail stores as a
great place to work (Lombardo, 2017). The enterprise employs
customer care representatives, cashiers, sales supervisors and
floor sales associates to make sure that the regular operations of
the business are run efficiently without any hurdles to meet the
set goals. Inventory management, cash handling, client
relations, sales, customer service, and retail skills are crucial to
the company’s success since they assist the clients as well as
the business in generating revenue and meeting their daily sales
targets.
Besides, the environment of Walmart’s retail store needs
workers to be skilled in handling basic as well as complex tasks
in the most cost-effective, safe, and efficient manner. The
Knowledge, Skills, and Abilities (KSA) enables the staff
members to carry out their duties efficiently as well as provide
excellent customer service. As such, training is the paramount
performance tool that is needed for the employees when they are
hired and when they are not meeting a particular performance
standard.
Usually, the discrepancy between the actual job performance
level and the anticipated job performance level portrays a
training need (Phillips & Phillips, 2016). Therefore, this study
will analyze the reasons behind Walmart’s high turnover rate,

poor customer service, and low employee morale. It will also
look at how development and training can assist to effectively
attract, motivate, and retain workers who have the requisite
knowledge, skills, and abilities (KSAs) required to attain the
business objectives of the company.
Group Receiving Training
The job descriptions of Walmart Company are considerably
varied. The staff members must have necessary skills,
knowledge, and abilities to fit in the job position pertaining to
the standards and needs of Walmart. However, the human
resource department mostly designs job descriptions that entail
sales activities since the majority of Walmart's employees are
sales personnel. Therefore, Walmart’s job descriptions comprise
those for sales supervisors, customer service personnel, sales
personnel, store managers, sales managers among others. This
group of employees is spread across the retail stores of the
company and comprise of both male and female workers. They
make the largest number of the company’s staff. They receive a
minimum wage of $ 9 per hour (Caraway, 2016). Moreover, this
group comprises of diverse individuals regarding their origin,
race, age, culture, expertise, and language who bring diverse
ideas to the organization to assist in enhancing sales
performance as well as the attainment of company objectives.
They are from different parts of the world. Some of these staff
members expect that the company will provide the training and
development opportunities to enhance their knowledge as well
as their profession.
Training Issue
The current skill level of customer service personnel is
relatively low and not congruent with present market skills.
They seem not to have mastered the various vital techniques to
handle the ambitious and much-informed clients. As a result,
poor customer service has been witnessed through multiple
customer complaints of mistreatments. This has caused some
customers to seek the services of competitors, thus reducing the
sales of the company. Moreover, some of the sales managers

demonstrate knowledge gaps within the business as they seem
not to understand appropriate management and sales concepts.
These managers are too naïve and even fail to provide sufficient
leadership in their respective areas. Consequently, the company
has been experiencing low sales volumes which have adversely
impacted the profitability as well as the performance of the
enterprise. Besides, the store managers in particular branches
have experience frequent stock-outs a situation that has seen the
company lose essential clients, thus lowering the overall sales
of the firm. Additionally, some stores often overstock soothing
that has contributed to an extended stay of products in the
inventory and even damage of some items. The blame has been
on the decisions and approaches that the stores' managers adopt.
Training Needs Assessment Questionnaire
The questionnaire is intended to identify the skills, knowledge,
and abilities of the selected group of employees (sales
personnel) to establish the reasons behind the performance gaps
on the company. It is purposed to determine the reasons why
there has been poor customer service, low employee morale,
small sales volumes, and high turnover. The staff members will
be given an opportunity to explain the possible causes.
Therefore, from the responses and other necessary observations,
the training needs of the workers can be determined which will
facilitate performance improvement in particular areas that
indicate unexpected results. Please see the questionnaire in the
appendix.
How the Questionnaire will be Utilized
The responses from the survey will be crucial in training need
analysis and establishment of development and training program
for the employees of Walmart. All the opinions of the
employees will be taken into consideration to identify the
specific training needs regarding knowledge, skills, and
abilities to provide in order to enhance organizational
performance (Gupta & Goel, 2017). From the analysis of the
questionnaire, the reasons behind poor customer service, low
employee morale, high turnovers, and low sales volumes will be

established. Therefore, the organization through the human
resource department will ensure a training program to enhance
particular performance deficiencies to make sure that the
company attains its objectives.
References
Caraway, B. (2016). OUR Walmart: a case study of connective
action. Information, Communication & Society, 19(7), 907-920.
Phillips, J. J., & Phillips, P. P. (2016). Handbook of training
evaluation and measurement methods. Routledge.

Appendix
QUESTIONNAIRE
This questionnaire was intended to identify training needs of the
sales personnel in Walmart Company.
What areas listed below would you like to see additional
training programs?
Customer Service Skills
Employee Performance Management
Inventory Management
What technology areas interest you?
How do you feel working at Walmart?
Why do you think there are multiple customer complaints?
Why do you think there is a high turnover in the sales personnel
department?
Why do you think employee morale is low?
Do you think the current processes and policies enhance
performance?
2

Training and Development - Part 2
Introduction
Since its establishment in 1962, Walmart has been considered
the leading retailer worldwide (Muñoz, 2017). The entity has
managed to attract a wide range of employees worldwide
through the provision of products at low prices and discounts.
As a way of ensuring customer satisfaction and proficient
operation, the firm uses highly-qualified personnel to offer
services. However, the company has not been able to attain
excellent customer services. Therefore, there has been a need
for training to ensure that the staffs are equipped with the
necessary skills and expertise thus meeting the working
standards of the Walmart Enterprise (Lombardo, 2017).
This paper aims at discussing the reasons attributed to the
high rate of turnover, poor customer care services, low
employee morale as well as establishing how training will help
in successfully entice, motivate, and retain workers with

knowledge, skills, and abilities that will help the company
attain its business objectives.
Whom to Train
The majority of workers in Walmart belong to the sales
department. These include the sales personnel, sales managers,
supervisors, and the store managers. The group needs some
teaching that will help make them more active in their
operations. Among the issues that the training ought to address
are the poor services offered by the customer service providers.
The entity’s customer care cruel has low-level skills which lead
to undesirable services. As a result, the number of the patron’s
complaints increases.
Besides, the managers lack the appropriate managerial and
sales concepts. In some instances, they fail to provide sufficient
leadership to various regions hence causing misconduct among
the employees. As well, the personnel in charge of the sales
stores lack appropriate accountancy skill. Time and again, the
stock runs out in some supplies which force the consumers to
shift to the competitors’ products. To establish the gap that
training needs to address, the executive developed a Training
Need Assessment Questionnaire through which the staff will
help in explaining the possible causes of the problems
experienced in the entity.
Training Outcomes
The training conducted in the company will aim at solving the
issues of turnover, reduced employee morale, as well as the
poor customer services provided. At the end of the training,
there will be an increase in sales made by the company. The
improved skills of the personnel enhance improved
performance. For instance, the stores’ managers will be able to
control the movement of goods from the stores to the market
without delay. With proper record keeping, they will be able to
keep track of the products demanded and supplied. As a result,
cases of running out of stock will not exist again.
The level of satisfaction in customers is also likely to
increase. Employees equipped with quality skills are likely to

find joy in their work. Motivated employees provide quality
services which meet the needs of the clients (Gupta & Goel,
2017). Lastly, the number of turnovers will reduce. In most
cases, training acts as a way of raising the spirit of the worker.
Therefore, they become enthusiastic about performing their
tasks. The number of employees retained increases as they
develop loyalty towards the company.
Expected Performance
After going through training, employees of an entity are
expected to show some changes in regarding the manner in
which they conduct themselves. The exercise should raise the
morale of the workers while performing their tasks. If training
takes place in the right way, it should mold and instill in them
the need to achieve organizational support (O'Fallon, &
Rutherford, 2011). They work harder to obtain better
cooperation and loyalty. Thus, the training will be successful in
eliminating the issues of absenteeism among the workers,
complaints from the clients due to poor services provided, as
well as that of low turnover.
Also, the productivity of the workforce is expected to rise
as well. Well-trained personnel feels motivated and enthusiastic
about his/her work. Employees put more energy and strength
into performing their duties. Inspired staffs provide excellent
services. In this case, the customer care personnel offer
adequate services to the esteemed customer. The focus of the
employees towards enhancing customer satisfaction increases.
As a result, there will be minimal chances of the patrons
moving to other service providers.
Performance Gap
Usually, the objective of every enterprise is to ensure the
contentment of the clients through the provision of quality
services. Currently, the customers at Walmart are unsatisfied.
Several complaints from customers who claimed of
mistreatments or even being provided services which are below
the standards have been received. Through the adoption of the
interactive form of training, the entity can reverse the process.

The platform offers both the executives involved in exercise and
the employees to discuss the issues at hand openly and develop
strategies to solve them. Learning takes place in a fun and
enjoyable manner. While they engage in discussion, the
employees can pass knowledge that is necessary to increase the
performance of the one another.
Conclusion
Training Need Assessment is necessary for business. It helps
the management realize the need skills required by the
workforce to execute their tasks efficiently. Therefore, training
is conducted to instill, motivate, and empower the employees to
become better performers.
References
O'Fallon, M. J., & Rutherford, D. G. (Eds.). (2011). Hotel
management and operations. John Wiley & Sons.
2

Training and Development
Background and Introduction
Established in 1962 by Sam Walton, Walmart has grown over
the last five decades into the largest retailer across the globe
(Muñoz, 2017). The first store of this company was situated in
Rogers, Arkansas with a unique concept of selling more for less
and single discount approach. Today, the enterprise attracts
more than 260 million customers and has established more than
11,500 stores under 65 banners in twenty-eight nations. It also
has e-commerce platforms operating in eleven countries. In
2015, the company recorded a net sale of $482.2 billion which
was regarded as the highest volume to have been witnessed in
the company’s history. Currently, over 2.2 million associates
are employed in Walmart where 1.4 million are from the United
States. All these associates are committed to creating
opportunities as well as ensuring value to clients and the society
as a whole.
Moreover, Walmart Company recognizes its retail stores as a

great place to work (Lombardo, 2017). The enterprise employs
customer care representatives, cashiers, sales supervisors and
floor sales associates to make sure that the regular operations of
the business are run efficiently without any hurdles to meet the
set goals. Inventory management, cash handling, client
relations, sales, customer service, and retail skills are crucial to
the company’s success since they assist the clients as well as
the business in generating revenue and meeting their daily sales
targets.
Besides, the environment of Walmart’s retail store needs
workers to be skilled in handling basic as well as complex tasks
in the most cost-effective, safe, and efficient manner. The
Knowledge, Skills, and Abilities (KSA) enables the staff
members to carry out their duties efficiently as well as provide
excellent customer service. As such, training is the paramount
performance tool that is needed for the employees when they are
hired and when they are not meeting a particular performance
standard.
Usually, the discrepancy between the actual job performance
level and the anticipated job performance level portrays a
training need (Phillips & Phillips, 2016). Therefore, this study
will analyze the reasons behind Walmart’s high turnover rate,
poor customer service, and low employee morale. It will also
look at how development and training can assist to effectively
attract, motivate, and retain workers who have the requisite
knowledge, skills, and abilities (KSAs) required to attain the
business objectives of the company.
Group Receiving Training
The job descriptions of Walmart Company are considerably
varied. The staff members must have necessary skills,
knowledge, and abilities to fit in the job position pertaining to
the standards and needs of Walmart. However, the human
resource department mostly designs job descriptions that entail
sales activities since the majority of Walmart's employees are
sales personnel. Therefore, Walmart’s job descriptions comprise
those for sales supervisors, customer service personnel, sales

personnel, store managers, sales managers among others. This
group of employees is spread across the retail stores of the
company and comprise of both male and female workers. They
make the largest number of the company’s staff. They receive a
minimum wage of $ 9 per hour (Caraway, 2016). Moreover, this
group comprises of diverse individuals regarding their origin,
race, age, culture, expertise, and language who bring diverse
ideas to the organization to assist in enhancing sales
performance as well as the attainment of company objectives.
They are from different parts of the world. Some of these staff
members expect that the company will provide the training and
development opportunities to enhance their knowledge as well
as their profession.
Training Issue
The current skill level of customer service personnel is
relatively low and not congruent with present market skills.
They seem not to have mastered the various vital techniques to
handle the ambitious and much-informed clients. As a result,
poor customer service has been witnessed through multiple
customer complaints of mistreatments. This has caused some
customers to seek the services of competitors, thus reducing the
sales of the company. Moreover, some of the sales managers
demonstrate knowledge gaps within the business as they seem
not to understand appropriate management and sales concepts.
These managers are too naïve and even fail to provide sufficient
leadership in their respective areas. Consequently, the company
has been experiencing low sales volumes which have adversely
impacted the profitability as well as the performance of the
enterprise. Besides, the store managers in particular branches
have experience frequent stock-outs a situation that has seen the
company lose essential clients, thus lowering the overall sales
of the firm. Additionally, some stores often overstock soothing
that has contributed to an extended stay of products in the
inventory and even damage of some items. The blame has been
on the decisions and approaches that the stores' managers adopt.
Training Needs Assessment Questionnaire

The questionnaire is intended to identify the skills, knowledge,
and abilities of the selected group of employees (sales
personnel) to establish the reasons behind the performance gaps
on the company. It is purposed to determine the reasons why
there has been poor customer service, low employee morale,
small sales volumes, and high turnover. The staff members will
be given an opportunity to explain the possible causes.
Therefore, from the responses and other necessary observations,
the training needs of the workers can be determined which will
facilitate performance improvement in particular areas that
indicate unexpected results. Please see the questionnaire in the
appendix.
How the Questionnaire will be Utilized
The responses from the survey will be crucial in training need
analysis and establishment of development and training program
for the employees of Walmart. All the opinions of the
employees will be taken into consideration to identify the
specific training needs regarding knowledge, skills, and
abilities to provide in order to enhance organizational
performance (Gupta & Goel, 2017). From the analysis of the
questionnaire, the reasons behind poor customer service, low
employee morale, high turnovers, and low sales volumes will be
established. Therefore, the organization through the human
resource department will ensure a training program to enhance
particular performance deficiencies to make sure that the
company attains its objectives.
References

Caraway, B. (2016). OUR Walmart: a case study of connective
action. Information, Communication & Society, 19(7), 907-920.
Phillips, J. J., & Phillips, P. P. (2016). Handbook of training
evaluation and measurement methods. Routledge.
Appendix
QUESTIONNAIRE
This questionnaire was intended to identify training needs of the
sales personnel in Walmart Company.
What areas listed below would you like to see additional
training programs?
Customer Service Skills
Employee Performance Management
Inventory Management
What technology areas interest you?
How do you feel working at Walmart?
Why do you think there are multiple customer complaints?

Why do you think there is a high turnover in the sales personnel
department?
Why do you think employee morale is low?
Do you think the current processes and policies enhance
performance?

TRAINING AND DEVELOPMENT .docx

Recommended

Recommended

More Related Content

Similar to TRAINING AND DEVELOPMENT .docx

Similar to TRAINING AND DEVELOPMENT .docx (20)

More from turveycharlyn

More from turveycharlyn (20)

Recently uploaded

Recently uploaded (20)

TRAINING AND DEVELOPMENT .docx