1. Chapter 6 Training and Development Employees

2. Chapter objectives Understand why effective training and development programs enhance competitive advantage Understand why effective training and development programs enhance competitive advantage Describe the steps involved in management succession planning Describe the steps involved in management succession planning Describe the types of training provided in management development programs Describe the types of training provided in management development programs

3. Key Terms 1.Action learning 2.Career resource centers 3.Change-related training 4.Computer-based instruction 5.Feedback 6.Job rotation 1. 行动学习 2. 职业生涯资源中心 3. 与变革有关的培训 4. 计算机化的指导 5. 反馈 6. 工作轮换（轮职）

4. Key Terms 1.Mentors 2.Orientation training 3.Remedial training 4.Replacement charts 5.Succession planning 6.Task force 1. 导师 2. 定向培训 3. 纠正性培训 4. 人员替换图 5. 继任计划 6. 特别工作组

5. Gaining Competitive Advantage at Tesco

6. Tesco 是英国领先的零售商，也是全球三大零售企 业之一。 Tesco 在全世界拥有门店总数超过 3,700 家，员工总 数达 440,000 多人。 除英国外， Tesco 还在其它 13 个国家开展业务，包 括欧洲的爱尔兰共和国、匈牙利、捷克共和国、斯 洛伐克、波兰和土耳其，亚洲的中国、日本、马来 西亚、泰国和印度，以及美国。

7. The problem: getting new employees properly oriented to their jobs Tesco hires more than 40,000 new employees each year. Tesco hires more than 40,000 new employees each year. These employees play a very important role in ensuring continued customer satisfaction on a daily basis. These employees play a very important role in ensuring continued customer satisfaction on a daily basis.

9. The problem: getting new employees properly oriented to their jobs A major Tesco challenge is to ensure that all of these employees recognize their roles and know their actions affect the company’s success. A major Tesco challenge is to ensure that all of these employees recognize their roles and know their actions affect the company’s success. To do so, they must understand what customers expect from Tesco and why they need to project positive customer friendly attitudes. To do so, they must understand what customers expect from Tesco and why they need to project positive customer friendly attitudes.

10. The solution: providing an effective employee orientation All new employees are required to participate in an orientaion training program. All new employees are required to participate in an orientaion training program. Taught by their new line managers. Taught by their new line managers. The content is presented in an informal, fun and visual way that allows employees to “discover” the information for themselves and assimilate it to their own life experiences, making it more relevant to them. The content is presented in an informal, fun and visual way that allows employees to “discover” the information for themselves and assimilate it to their own life experiences, making it more relevant to them.

11. The program covers the following subjects: The history of Tesco, its core purpose, values, goals, financial aims, marketing. The history of Tesco, its core purpose, values, goals, financial aims, marketing. Information on market share and how Tesco’s supply chain operates Information on market share and how Tesco’s supply chain operates Customer development strategies and their importance to developing customer loyalty. Customer development strategies and their importance to developing customer loyalty. How employees can demonstrate Tesco values to customers in their everyday actions. How employees can demonstrate Tesco values to customers in their everyday actions.

12. How the orientation program enhanced competitive advantage The program feedback from the trainers and participants has been excellent. The program feedback from the trainers and participants has been excellent. New employess are able to understand their roles in keeping customers satisfied. New employess are able to understand their roles in keeping customers satisfied. It raises their motivation levels. It raises their motivation levels. It helps forge good relationship between new staff and managers. It helps forge good relationship between new staff and managers.

13. Potential contributions of T&D Enhancing recruitmeng Increasing worker competence the competence of new employees the competence of current employees Reduce the likelihood of unwanted turnover Achieve cost effeciency of T&D

14. The Manager ’ s Job in Training Line managers 1.Providing employee orientaion training 2.Assessing training needs and planning developmental strategies 3.Providing on-th-job training 4.Ensuring transfer of training HRM department 1.Providing employee orientaion training 2.Contributing to management development programs 3.Providing training and development programs 4.Evaluating training

15. How to assess training needs? —— to conduct a performance analysis Examing the job requirements to determine what is expected or desired of the individual Assess the individual ’ s performance in relation to expectations Analyze any discrepancy between the two and determine whether it is caused by knowledge deficiency or execution deficiency. Implenment changes for eimproving performance.

16. Case analysis: 如何处理学生对教学老师的投诉：老师 讲课速度过快，并且从不回到学生的提 问。

17. Discussion: Which factors may influence the transfer of training?

18. The top challenge of HR —— To identify and develop the next generations of managers. ON THE ROAD TO COMPETITIVE ADVANTAGE 6-1 (p.121) Developing a succssion planning program 开发继 任计划 Designing the instructional program: timing and content 设计指导方案：时间和内容 Designing the instructional program: instructional methods 设计指导方案：指导方法

19. 1. Developing a succssion planning program Tying management development to HR planning Defining managerial requirements Assessing management potential Identifying career paths Developing replacement charts (EXHIBIT6-1)

20. 2. Designing the instructional program: timing and content Timing Content

21. 3. Designing the instructional program: instructional methods Classroom instruction 课堂指导 Career resource centers 职业生涯资源中心 Job rotation 工作轮换 Mentoring 导师 Special projects 特殊项目 Action learning 行动学习（通过行动完成学习 ） Task force 特别工作组

22. 体验练习 五人一组 假设你所在的小组被要求为你们学校 HRM 专业的新生开发一个定向培训方案， 学生上课前一周需要拿到该方案。 该方案必须包括培训主题、用何种方法教授 该主题。 定向培训方案有什么好处？