An organization has the continuous challenge to maximize profit, value the customer, and realize growth for the company. The hard part of this process is finding and maintaining the right employees to reach this goal. Implementing some training program to improve some area of customer service is better then none at all. Training is the tool that can assist that goal and lead to overall quality improvement for the company, it's structure, and customer satisfaction. Training a workforce to the highest standards will improve product quality, decrease employee anxiety, increase performance, and ultimately give focus to the customer.
Training for the Product
General Motors (2005) offers for their employees more then 2000 in-house courses under the guise of the General Motors University. These courses operate to improve the skills and performance of the employees as well as to teach new business practices. The rate at which new product development tools are changed, GM has decided that the best idea is to offer the specialty training to produce a product or service to the highest possible standards. Another benefit for G M's training is that the lower performance during on-the-job-training is shortened because the employee already has the basics.
GM strives to "help employees understand how their individual performance contributes to overall business results" (2005). This process empowers the employee with the understanding that they are not just a cog in a system, but an integral part. The focus of the courses are on critical business functions within GM. They are, in essence, producing a better quality product by ensuring that the employee is skilled in their job. This reduces warranty costs and rework done by unskilled employ ...