MEMO
Date: Today’s date
To: Recipient’s Name
From: Your Name
Subject: Proposal for bettering the training of new employees
ABSTRACT
The purpose of this proposal is to analyze the training of new employees and propose
various ways we can improve the training process. The goal of the research is to find a
way to efficiently train new employees to better our company and the customer’s
experience.
INTRODUCTION
Being a new employee to this company I have been through the training process. I have
noticed that new employees have not been receiving sufficient enough training for them
to complete their task to the best of their ability. I am submitting this proposal to request
your permission to proceed with the investigation.
This proposal contains: problem analysis, research plan, and project management.
PROBLEM ANALYSIS
Details and Background of the Problem
When a new employee is hired he/she goes through a training process. The training
process starts with observing a current worker in the call center, taking a phone call, in
an isolated room. While observing the employee, the employee will make notes for the
observer as they are taking a phone call. The observer never hears what the customer
is saying during the phone call. In between phone calls the employee will show the
observer how to do certain things through the company’s computer system. After an
hour of observing the new employee is put on the phones to start working themselves,
along with a current employee to assist.
The problem here is that the new employee is observing a current employee, but never
actually experiences the phone calls during the training process. The new employee is
not sufficiently trained in all the different methods of handling customers and the
computer system.
This problem has not been addressed to my knowledge.
The Client for this Project
The client for this project is Tabitha Rardon, Customer Service Manager.
The customer service manager is the head of this department, therefore should see that
the employees in this department have sufficient training to complete their task to the
best of their ability. The head of the department should know exactly what each of their
employees should know before they are put on the phones by themselves.
In explaining the situation, the manager, will need to pay extra attention to how the
employees are being trained. Along with that, another important part are the plans to
resolve the problem that will better the company and customer experience.
Possible Criteria for Solutions to the Problem
A good solution to this problem will to be extending the training period. Extending the
training period will give the new employee time to adjust to the new work environment,
along with time to ask questions, and time become efficient with the work system.
Another solution would be during the training period to allow the new employee to listen
in on incoming phone calls. Allowing the new employee to listen in on phone calls will
give them an idea of the types of situations they will be dealing with on a daily basis and
a chance to observe how to handle certain situations.
