Chapter 8 SUPPLEMENTAL CASE SOLUTIONS:
Training Crucial for Hotels – This case illustrates the increased role training is playing in
1. Discuss how these hotels are using strategic and performance consulting approach
to developing training efforts?
The framework for developing a strategic training plan contains four major stages which
are strategizing, planning, organizing, and justifying. The primary focus is to make the
2. Identify how the effectiveness of Ritz–Carlton’s Mystique program might be
measured several years later.
It is important to measure effectiveness of training so that there is always continuous
improvement of it. Content as well as delivery method and frequency are all areas
that should be reviewed. In addition, if performance evaluations do not fully match
The New Payroll Clerk – This case identifies the frustration that often accompanies
the first day at work and why orientation often is important in aiding employee
Questions
1. What problems can you identify with the orientation activities experiences by
Irene?
2. How would you make changes in the orientation process? What changes would
you make?
Comments
This case represents an all too common occurrence – unplanned and poorly handled
orientation. The personnel assistant will be quite lucky if Irene remembers one-third