Cathy Pacific Case Study
Training and development is a never-ending cycle for organizations. Training is one of the interventions of human resource development team to improve performance and transfer knowledge throughout the organization. In order for organizations to be successful in developing effective training programs they need to complete a thorough needs assessment. For instance, at Cathy Pacific Airways a survey was conducted showing that the travelers felt that the airline‘s customer service was good but robotic so the organization set out to reevaluate how they recruited, trained, and managed its employees. As a training manager for the airline, one of the things that need to be completed for would be a thorough needs assessment to identify the discrepancies between employees’ current skills and the skills that are needed to improve customer service. In conducting a needs assessment the airline, need to analysis three areas the organization, person, and task.
The analysis of the organization should include the management team and the trainers. Analyzing this area will show “where the organization training is needed and under what condition” (Werner & DeSimone, 2012, p. 111). With assessing this management should look at how the organization will achieve the mission by providing the highest quality customer service and how it will help the organization meet their strategic goals. They need to look at what resources can allocate to the training and who will develop and deliver the training. The organization should take into consideration how the customers can help them in developing the objectives and outcomes for the training. They need to also assess the work environment and see who will support the training in order for it to be successful. HR also needs to consider how the training will be designed to be most effective and how to communicate the training to the trainees to be relevant to them. In the Cathy Pacific case they need to...