HND员工培训与开发.docx

HND员工培训与开发.docx

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HND员工培训与开发

AGBellLtd.

A.G.BellLtd.,isaprivatesectorcompanyspecialisingin24/7callcentreservices.BasedinHighTown,Scotland,thecompanypridesitselfonachievingexceptionalservicelevels,andexploitingcuttingedgetechnology.Thecompanyencouragesateambasedapproach方法

tomeetingitsdemanding要求高的targetsforresponserates反应率.

Whentraditionalmanufacturingindustrieswereattheirpeak,HighTownexperiencedverylittleunemployment.Withthedownturnintraditionalindustry,unemploymentratesreachedanalltimehigh.Inadditiontothesehighlevelsofunemployment,thepotential可能的workforcetendstobe往往是lowskilledwithhigherthanaveragerepresentation平均代表性amongdisadvantagedgroups弱势群体.AGBellLtdrelocated重新安置toHighTownfiveyearsagoattractedtotheareabyinwardinvestment外来投资grantsoffered提供补助金bytheGovernment.

AGBellLtdhasareputation名誉throughout遍及theindustryforitsinnovativeapproachtoHREmploying180staff,theflat水平的organisationstructure（seediagrambelow）facilitates促进asupportive支持的,enablingculture,wherepeoplearevaluedasakeyresourceanddevelopedtomeetbusinessneeds.Thecompany’sapproach要求toitsworkforceisreflected表现initsdesire渴望toachievetheInvestorsinPeopleStandardoverthenextyear.TheworkforceatAGBellLtdisdiverse多种多样的andtheorganisationbenefitsfromtheopportunity 机会torecruit吸收stafffromavarietyofdisadvantagedgroups.Theworkforcehasaboveaveragerepresentation表现ofBlackMinorityEthnic少数民族workers,disabled残疾的workersandworkerswithcriminalrecords犯罪记录.

Duetorapidexpansion,theorganisationneedstoexpanditsworkforceby40employees.Toenable使可行；thistohappen,thecompanywillrelocate迁移tolargerpremises假定inHighTownduringthenexttwomonths.

Assessmenttask

1

Outcome（s）covered

1a,b,c

Assessmenttaskinstructions

PrepareaTrainingStrategyfortheOrganisation

ThisassessmentisbasedonthecasestudyofAGBellLtd

AstheHRManagerofAGBellLtd,youhavebeenaskedtodevelopaTrainingStrategyforthenexttwoyears.ThetrainingstrategyyouproduceistobeincludedintheStaffHandbook.

Usetheinformationcontainedinthecasestudytoassistyou.Youmaymakewhateverassumptionsyouwishaboutthecompanyprovidedthesedonotmateriallyalterthefundamentalbasisofthestudy.Pleasestateclearlyanyassumptionsyoudomake.

Youshouldproduceyourstrategyintheformofadocument,whichcontainsthefollowing:

1.PolicyStatement

Thisshouldbeanoverallstatementofthephilosophyoftheorganisation.Thisshouldbeabout2-3paragraphsinlength（maximum）,andshoulddetailthenatureofthecompany’scommitmenttotraining,andthecontributionthattrainingwillmaketoorganisationalsuccessovertheforthcoming2years.

2.TheMainBodyoftheTrainingStrategy

（a）IdentifythemajorissuesthatAGBellLtdwillbefacinginthenext2years.Youshouldrefertoatleast3importantorganisationalissuesthathavetrainingimplications.

（b）IdentifytrainingneedsatAGBellLtdandsorttheserequirementsintothecategoriesoforganisational,groupandindividuallevelneeds.Youshouldthenassigntimescalesformeetingtheseneedsintermsofshortterm（immediate）,andkeystrategic（mediumtolongerterm）.Produceasummarytableoftrainingneedsalongthelinesoftheexampleprovidedoverleaf.

Short-term

Mediumtolong-term

Organisational

Group

Individual

Youshouldalsoincluderecommendationsontheallocationofresourcestomeettheneedsyouidentify.

3.ResponsibilitiesforTrainingatAGBellLtd

Statehowyouproposethatresponsibilitiesfortrainingshouldbeallocatedamongstmanagers,teamleaders,trainingprofessionalsandindividualemployees.Referringtotheorganisationschartprovidedwiththecasestudymaterial,clearlyidentifythoseindividualswithinthecompanywhowillhaveresponsibilityforensuringthetraininganddevelopmentrecommendationsareachieved.

Assessmenttask

2

Outcome（s）covered

1d

Assessmenttaskinstructions

ThisassessmentisbasedontheAGBellCaseStudy.

AtAGBellLtd,managersbenefitfromamonthlytrainingsessionleadbyoneofthemanagementteam.Thishasprovedtobeaneffectivewayofbroadeningorganisationalawareness.Managers’knowledgeoftherolestheircolleaguesplayinachievingorganisationalaimsisenhancedthroughthisactivity.

YouaretheHRmanageratAGBellLtdandthismonthitisyourturntoleadthemanagementtrainingsession.TheManagingDirectorhasaskedyoutoprepareapaperfordiscussionandhasgivenyouthefollowingbrief.

Title:

IncorporatingElementsfromtheNationalTrainingFrameworkintotheTrainingandDevelopmentStrategyatAGBellLtd

（a）Youarerequiredtodescribeabroadoverviewofthecurrentnationaltrainingframework,makingreferencetoLECs,SectorSkillsCouncilstrainingproviders,vocationalbodiesandprofessionalbodies.

（b）Youshoulddescribehowatleast3nationaltraininginitiativesoperate,andevaluatetheirusefulnessinthecontextofAGBellLtdExplainhowthecompanycouldimplementatleasttwooftheinitiativesyouhavereferredto.Yourrecommendationsshouldbeconsistentwiththecompany’soveralltrainingphilosophy.

Assessmenttask

3

Outcomes（s）covered

2a,b,c,d,e

Assessmenttaskinstructions

ThisassessmentisbasedonthecasestudyofAGBellLtdAstheHRManagerofAGBell,yourtaskinthisassessmentistodesignatrainingprogramme.Thetrainingprogrammeistohaveadurationofbetween2and3hours.

Morespecificallyyourtaskisto:

a）DesignatrainingprogrammeformanagerswithinAGBellLtd,entitled“HowtoConductaSelectionInterview”.Inparticular,thecourseshouldbeaimedatinterviewingpeoplefortelephonecustomerserviceroles.

Thecourseshouldincludesessionsonthefollowing:

▪Preparingfortheinterview

▪Conductingtheinterview（questioning,listeningandobservingtechniques）

▪Advantagesanddisadvantagesoftheinterview

▪Discriminationandhowtoavoidit

Thislistshouldnotbetreatedasexhaustive.Youareencouragedtoincludeothersubjectareaswheretheseareappropriateandcanbejustified.

Youarerequiredtoensurethatavarietyofdeliverymethodsareincludedinthetrainingplan.

b）Produceatrainingsessionplanforthecoursewhichcontains:

▪Overallcourseobjectives

▪Individualsessionobjectives

▪Atimetableshowingthetitle,durationandtimingofeachsessionwithinthecourse

▪Anindicationoftheresourcesrequiredforeachsession.

c）Produceabrieflistoftheapproximatecostsinvolvedinpreparinganddeliveringthecourse.

d）Planhowthecoursewillbeevaluatedby:

▪Deviseamethodofmeasuringtheextenttowhichtheobjectivesofthecoursehavebeenmet

▪Deviseamethodofmeasuringthereactionofdelegatesonthecourse

▪Deviseamethodofassessingtheextenttowhichthecoursewasfinanciallyviable

e）Youshouldpresentafinalfoldercontainingallthematerialrequiredforthetrainingprogrammeyouhavedesigned.Thedocumentshouldincludeallmaterialproducedforitems（a）to（d）above.Inaddition,youshouldalsoprepareanintroductorypreambletothetrainingprogrammeinwhichyoudescribetherationalefortheprogramme.YourrationaleshouldincludereferencetolearningtheoryanddescribinghowyoutookaccountofKolb’sLearningCycleanddifferinglearningstyleswhendesigningyourtrainingprogramme.Thispreamble/rationaleshouldbeapproximately500wordsinlength.

Assessmenttask

4

Outcome（s）covered

3a,b,c,d,e

Assessmenttaskinstructions

ThisassessmentisbasedontheAGBellLtdCasestudy.

InyourroleasHRmanageratAGBell,yourtaskinthisassessmentistoprepareabriefingnotefortheManagingDirector.YouhavebeenaskedtooutlinewhythereisaneedtopromoteandsupportcontinuousdevelopmentactivityatAGBellLtdTheManagingDirectorwillreviewyourargumentsinordertodecidewhethertosupportthisactivity.

ForbackgroundinformationaboutAGBellLtdyoushouldrefertothecasestudymaterialprovidedinlearningoutcome1.

Youshouldwritebriefingnotesforyourproposal,approximately1500wordsinlength,whichincludesthefollowingelements:

1.AnexplanationoftheconceptofthelearningorganisationandtherelevanceofthisconcepttoAGBellLtd.

2.AnexplanationoftheconceptofcontinuousdevelopmentandtheobjectivesofintroducingcontinuousdevelopmentatAGBellLtd.

3.Adescriptionofthebenefitstotheorganisationofthecontinuousdevelopmentapproachtolearningshouldbeclearlystated（atleast5benefits）.

4.AnexplanationoftheprincipalstrategiesthatyourecommendforimplementationtoembedcontinuousdevelopmentatAGBellLtd.

Youranswershouldmakereferencetodevelopmentonthejob,workexperience,self-developmentprogrammes,formaltrainingandperformanceassessment.

5.Adviceontherolesandresponsibilitiesthatshouldbeassumedbyindividualsandgroupsinordertoensurethesuccessfulimplementationofcontinuousdevelopment.

6.AnoverallsummarydescribingthekeybenefitstoAGBellLtdofimplementingtheabove.

Assessmentchecklists

Unitassessment:

candidate’sassessmentrecord

A6HC34TrainingandDevelopingtheWorkforce

Class

Group

CandidateName

CandidateID

Assessment1

EvidenceRequirements

RecordofPerformance

Satisfactory/

Unsatisfactory

Comments

Assessmenttask

♦Thenatureofthecompany’scommitmenttotrainingisidentified

♦Thecontributiontrainingwillmaketotheorganisationoverthenexttwoyearsisidentified

♦Aminimumofthreeissuesfa