HR Management report in: Training in work place
Executive Summary
An organization “Training 2 work” provides training and short term courses across a broad range of industries. The problem faced by the organization is that, their website was under developed and provided only basic information to the students. But after the launch of this online tool, organization was not able to increase the number of students; this problem can be solved by making the students aware about this online tool, through proper implementation of marketing approaches.
‘’Training 2 Work’’ has a training division that formulated new courses and made revised changes to all courses that they plan to deliver that semester. But sometimes the information provided by the course was comprehensive and incomplete. This problem can be solved by providing relevant information and guidance about the courses to the students that they want to pursue.
The Sales Staff had email enquiries in their inboxes but their main priority was phone and customers. They did not reply back to emails of the customers, they used to solve the complaints of the customer through phone and the customers.
The senior managers of each division started to complain against each other in a meeting. This problem can be solved without blaming each other; they should give due care and attention to their respective divisions.
The organization followed divisional structure, in which senior manager directly reports to the CEO, and senior manager supervise staff directly. But after that there was no proper coordination between the senior managers of each division this problem can be solved by follow matrix organization structure.
Introduction
‘’Training2Work’’ is an organization that delivers short courses and training across a wide variety of industries. Training 2 Work has three divisions in the organization namely marketing, training and sales. But every division manager has to report to the CEO of the organization for discussion of any matter.
The organization website was not developed and did not provide relevant information to the students. To solve this problem, company has purchased on-line tool, Internet Sales Manager (ISM) to upload all their recent courses information to their website with over 100 courses. The Organization believed that with the help of this on line tool they will able to increase student numbers and place them at number one in their region.
‘’Training 2 work’’ believed in recruit highly skilled workers in each division and they have very dedicated staff to specific roles within Marketing, Training and Sales respectively. All work done in each division must be approved by the Senior Manager of each division and Senior Managers attribute this type of control to their success. The staff dilemma was that with internal recruitment for positions, as they believed that their division to be the best, other teams and members from the other divisions to be inferior. Staff felt that as they have dedicated training in their division, they would not have the right skills to apply for a transfer to another division.
‘’Training 2 Work’’ has a training division that planned new courses and made necessary changes to all courses that they plan to distribute that semester. Once the courses were approved by the Senior Manager, then the information of the course was uploaded on to the Course Development System. But sometimes the information provided by the course was comprehensive, incomplete as the administration staff had to rely on the busy trainers to give them the course details. This problem can be solved by providing relevant information and guidance about the courses to the students that they want to pursue.
The senior training manager said in a meeting that he has done his job and developed 20 new courses this semester. The Sales Manager explained we had many customers to enquire about the courses but they left because they don’t had enough information about the courses to made a decision. The Sales manager blamed the training division for not providing the enough information on the courses. But the Training Manager refused this claim and stated that there is plenty of information on the website.
The organization followed divisional structure but after that there was no proper coordination between the managers .To solve this problem, organization will follow matrix structure which helps the organization in solving the conflicts among senior managers and distribution of stress among the division. The senior manager of sales and marketing should not directly supervise the staff; they must deal with staff managers first then staff managers should deal with staff.
Analysis of key Problems
The issues faced by the organization are:
First, the problem faced by the organization is that their website was not developed and provided only crucial information to the students.
Second, the staff dilemma was that with internal recruitment for positions, as they believed that their division to be the best, other teams and members from the other divisions to be inferior.
Third, ‘’Training 2 Work’’ has a training division that provides latest courses and made incremental changes to all courses that they prepare to deliver that semester. But sometimes the information provided by the course was broad, unfinished as the administration staff had to rely on the trainers to give them the course details.
Fourth, The Sales Staff had email enquiries in their inboxes but their main priority was phone \and customers.
Fifth, the CEO of the company was worried because he has invested a considerable amount of money into the online tool and it has not increased the student numbers at all.
Lastly, the managers of each division started complaint against each other and left the meeting annoyed without solving the issues.
Training 2 work
Current Organization Structure
The main purpose of the ‘’Training 2 Work’’ is to deliver short courses and training across the wide range of industries. The company has three divisions namely marketing, sales and training and each division has dedicated staff to perform their respective roles.
The Company has senior manager in each division for any discussion they have report to the CEO of the company. The organization structure of the Company, where Senior Training manager coordinate with the product development manager and the product development manager coordinate with trainers and the Administration coordinator and the same Senior Sales manager coordinate with the TACS officer and the sales staff.
The Training Division
The purpose of the training division plans and develops new courses and makes incremental changes to all courses they plan to deliver that semester. This division has designed their own forms and computer system to hold all the information they require about their courses. This division has a Senior Training Manager, who reports directly to the CEO. The Senior Training Manager supervises the Product Development Manager (PDM). The PDM supervises 60 Trainers and the Administration coordinator who in turn supervises 20 administrative staff. Once the courses are developed and approved by the Senior Manager, the course information is then uploaded into the Course Development System (CDS).
The Marketing Division
The Marketing Division has a Senior Manager, who reports directly to the CEO. The Marketing Manager supervises ten marketing staff. The Training Division then gives the Marketing Manager a list of courses for the semester. The marketing team updates ISMs and promotes the courses through other mediums. Once the information is uploaded from the Training Division, the TACS officer inputs this information into the Training and Course Sales Database (TACS). TACS is the in house data base used to provide potential students with information about their course or choice.
The Sales Division
The Sales Division has a Senior Manager, who reports directly to the CEO. The Sales manager also manages the TACS officer and twenty customer service staff. The customer service staff process customer enquiries, face to face, by phone and respond to web enquiries.
Key arguments for inefficient functioning of existing organizational structure
The Training Division
The training division does not work because information provided by them related to course information was comprehensive and incomplete. The administration staff had to rely on the busy trainers to provide them the course details or they had to wait for a long for the courses to be approved (Momam, 2010).
The Sales Division
Sometimes the sales staff had many email enquiries, in their inboxes but they rely more on personal interaction with the customers.
The CEO of the company invested an extensive sum of money into the new Internet Sales Manager system and was very concerned that the student numbers have not increased at all. The CEO called his senior staff to a meeting to explain why their Marketing approaches are not working and why “Sales People” are not getting Sales.
The Sales manager at a meeting described that they had many customers enquire about the courses but they left because they did not get relevant information about the course that they want to pursue. The staff of sales did not know the exact date and time of the courses offered. But at the same time the Senior Training Manager refutes this claim and said that there is a lot of information available on the web site what the course is all about and what jobs could they get after the completion of the course. All the managers of the division left the meeting without solving the issues.
Proposed organizational Structure
Organizational structure gives the procedure for the system of exposure that makes an organization, dividing it into departments that are accountable for definite aspects of the organization’s purpose (David, 2004).
The organization followed divisional structure in which senior manager of each division directly report to the CEO, but after that organization faced so many problems like senior manager of sales blamed senior manager of training. This problem can be solved by follow Matrix Organization Structure. The matrix organization is an effort to merge the benefits of the functional structure and the organizational structure (Pugh, 1990).A Matrix structure is a structure where an employee reports to more than one supervisor. The conflict took place when CEO of the organization called all the senior managers in a meeting they started blaming without listening to each other. The matrix organization helps in minimization of the conflicts between the senior managers. Another advantage is, matrix organization helps in stress distribution between the divisions so this would help the organization in managing the conflicts. The matrix structure helps the organization in information sharing between the various divisions and it also helps the senior manager of each division in sharing of authority and responsibility (Momam, 2010).
The organization structure followed by the company is divisional, where senior manager of the sales supervise sales staff and TACS officer, but for more convenience senior manager of the sales should supervise sales staff manager first not sales staff directly, as the sales staff may not feel comfortable to share their views with a senior manager directly. Same senior marketing manager supervise directly marketing staff, he should supervise staff manager first, then staff manager supervise staff of the marketing. In the training division, senior manager supervise product development manager and then he supervise Trainers and Administration coordinator (Nissan, 1995).
Recommendations
Organizational structure refers to the coordination of the organizational parts to provide effectiveness of the organization. The organization has three divisions and each division has their own significance (Robbins, 2007).
The organization should update the website on a daily basis and provide extra and relevant information to students in addition to the basic information.
The training division main purpose is to guide the students in the field of course that they want to choose. But the problem faced by the organization was, Sales division blamed Training division for not providing relevant information about the courses that they offered on the website, because of that so many students left without made any commitment. This problem can be solved by providing relevant information and guidance about the courses to the students that they want to pursue. This automatically will help students to choose the courses according of their choice (Kramer, 1994).
The Sales Division should concentrate on emails also because nowadays students are more addictive to internet tools and they want to share their problems through this medium. So the sales division of the company should also concentrate on responding email queries along with phone and face to face interaction. The sales division should aware the students to buy the courses offered that they want to pursue through the mails. This leads the organization to make long term relationship with the students (Tony, 2000).
The senior manager of different departments of the company started to blame each other when they were in a meeting. They can solve these problems by come together and resolve the issues like what can be done to increase the number of students.
The CEO of the company was worried about after spending a considerable amount of money on online tool he was not able to increase the number of students, this problem can be solved by providing exciting and relevant information to the students on the courses that they want to pursue. This will automatically help the organization to increase the number of students as compare to earlier (Michel, 1997).
Conclusion
As the organization faced so many problems, but these problems can be solved by applying the recommendations as stated above. The organization followed divisional structure, but after that there was no coordination and integration between the senior managers of the division. To solve this problem organization should follow Matrix organization structure which helps the organization in reducing the conflicts among the senior managers and stress distribution among the divisions (Kenneth, 1977).
The organization will update the website on a daily basis which provides relevant and extra information to students in addition to the basic information.
The divisions would try to manage the conflict with the help of Matrix organization Structure (Galbraith, 1971).
These recommendations would help the organization to increase the number of students, help the sales division to increase their sales and would also help the marketing division to segment their approaches rightly.
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