Role of Leadership Skills in Organizations
Question:
Discuss about the Training and Development for Customer Satisfaction.
Leadership skills can fill the gap between the current condition and desired condition of the organization. It has been found that Atlassian has lack of leadership skills and employees of the company are unaware about how to perform for increasing customer satisfaction. Improper guidance from leader to followers may lead staff in to wrong track which being the cause of customer dissatisfaction. There is a lack of understanding between groups that show the requisite of need assessment.
The role of training and development program is vital in the organization as it helps to increase the skills of the employees. A training program is a process that facilitates to improve the skills of the employee while development program brings all employees to an upper level so that they can perform in an efficient manner. It is vital for the organization to conduct need assessment to find out the areas for which training is required (Ferreira & Abbad, 2013). Atlassian –software application Development Company is taken to conduct the need assessment for finding the performance gaps. There are various methods of need assessment such as interview, survey, customer feedback, focus group discussion which aid to find out the performance gap within an organization. It is necessary for the organization to conduct need assessment in an appropriate manner otherwise it may lead an organization into adverse situation.
The role of need assessment is wide in the organization because it is the systematic process for determining needs between current conditions and desired conditions. It is necessary for the organization to identify the performance gap otherwise it has to face huge losses due to collect wrong information. Need assessment is the medium to provide the specific area of the organization which require training program for developing the skills of the organization as well as employees (Ford, 2014). It has been analyzed in the context of Atlassian that it is facing challenges in customer satisfaction. The performance gaps regarding this challenge are mentioned below:
Customer satisfaction is directly or indirectly is connected with the quality of services and lack of quality of products and services may break the chain of customers. It has been found that Atlassian is facing concern about the dissatisfaction of customers towards services. It brings the difficulty for the organization to retain the potential customers in the global market as well as it is the major reason of not expanding the business worldwide. This performance gap shows that the current condition of company is not compatible with desired outcomes which reflect the need of training program.
Proper production of goods and services may lead the organization in to higher position because it helps to increase the customer satisfaction. It has been analyzed that the main goal of the company is to advance the humanity through the power of the software but due to lack of proper production of goods and services, company is facing the challenges of customer dissatisfaction. With the help of training program, Atlassian can get better improvement in this field which will be helpful to enhance the customer satisfaction (Katzenbach & Smith, 2015).
Role of Training and Development Programs
Changing needs of clients are the major point which should be known by each employee to improve the productivity of the organization. It is the gigantic performance gap which requires training program because it has been stated by Noe & Winkler, (2012), that employees of the company should be aware about the changing needs of the clients to make them satisfied.
Need assessment has various methods which facilitate to make it perfect such as face to face interviews, surveys, feedback from customers, focus groups and observation. These methods are chosen to conduct the need assessment for Atlassian.
Face to face interview is an effective approach to conduct the need assessment as it aids to get instant answer of the asked questions about the concerns. The customer dissatisfaction is the major concern of the company for which a questionnaire is being prepared. It is qualitative method which perceives needs and indentifies individual learning needs. The selected employees are called for interview in which Interviewers read the question which presented in the survey questionnaire. It has been observed that customer dissatisfaction is enlarging the performance gap.
It is vital for the company to identify the gaps which reduce the performance of the employees. Feedback from the customer is another effective approach that helps to retain clients for a long period. This method of need assessment is chosen for Atlassian Company because this company is connected with large customers. It has been observed that many customers of this company are unwilling to take services from the organization which affect on the goodwill as well as the revenue of the company. This method is facilitated to evaluate the performance gap in a suitable way in order that training program can be conducted.
Observation is the method in which managers of the company observe the various activities of the employee to find out the performance gap. It has been found from the human resource department of the company that the employees are unaware about the changing needs of the clients which raise the concern of customer dissatisfaction (McCawley, 2009).
Focus group discussion covers the discussion about the topic by involving specific number of people of the organization. To conduct this method, 10 employees are selected to discuss about the lack of services of the company. This method has chosen for need assessment because it entails the instant answer of responses of specific question (Wherry, Huey & Medford, 2015).
It is necessary for the company to evaluate the need assessment process after considering the various methods. It has been evaluated through analysing the performance gaps that the need of training program is higher for the organization. Different methods have been used in the organization to conduct the need assessment which represents the requirement of training program for increasing the customer satisfaction. It is the explicit need which should be considered by an organization to improve the customer satisfaction for amplifying the revenues of the company (Bergman & Klefsjö, 2010). Training program should be conducted to provide a desired high quality customer services. The program of training should be entailed the way of process in which employees of the company understand the value of customer service and need for quality improvement. It would be facilitated for the organization to improve the quality services and proper production of goods and services (Herington & Weaven, 2009). Leaders will be able to understand their responsibility to provide the valuable guidance to the employees so that they can move ahead with full of understanding. There is a need of improving the leadership skills to encourage employees which can be determined by conducting training program.
The Need for Effective Need Assessment
Organizational analysis is the process of need assessment that facilitates to determine the approach for achieving the goals of the company. There is a lack of high quality services which reduce the customer satisfaction. The training program should be conducted in an adequate manner to provide the better understanding about the customer services to the employees so that the customer cannot get dissatisfied from the services (Silberman & Biech, 2015).
Performance evaluation is the major aspect for the company to analyze the growth of the particular employee. It is essential for the company to conduct the high performance system to improve the performance of the employees. Training program is the solution of increasing the performance but it should be covered only those specific parts which are required to improve (Ericsson, 2009). It has been found that Atlassian aligns its organizational goals with employee’s individual goals and training program will be helpful to attain it a sophisticated manner.
The role of working environment is huge in the performance of an employee. It has been evaluated that the work analysis can gather the information about the individual job function. The demand of people is changing as per the amendments in the technology and they are looking for innovation and development in every product and services (Phillips, 2012). Training program should be covered the entire aspects of changing demands of the people so that employees understand the need of changing in the organization.
It has been evaluated that each employee has different skills and due to lack of leadership skills they are influenced in negative manner. It is vital for the company to provide the training session to each employee whether they are fresher or old ones (Herschell, Kolko, Baumann & Davis, 2010). It would be helpful to enhance the understanding about the customer satisfaction. 360 degree evaluation approach should be applied within the organization via training method as it is able to identify the strength and weakness of the employees.
Atlassian presently faces the huge challenges of customer dissatisfaction and it is essential for the company to conduct the need assessment in proper way otherwise it may lead company in problematic situation. The possible outcomes due to improper planning of need assessment are increasing percentage of job attrition, high pressure of working, decreasing rate of customers and lack of decision making (Naik, Gantasala, & Prabhakar, 2010). It has been found that the specific need of increasing customer satisfaction in a sophisticated manner which can be resolved by training program. Need assessment is the strategic process of finding the gap between the current situation and desired situation of the company and improper planning of need assessment would not be able to find out the area for improvement within the organization. However, the company is facing challenges of customer dissatisfaction and improper planning of need assessment may double this situation and the trust of the customer will disappeared which may affect the revenues of the company. Need assessment is vital because the program of training might be used in an incorrect manner as a resolution to a performance concern (Kim, Ng & Kim, 2009). This process prevents unnecessary expenses on the training program of the company which is not linked to the business strategy of the organization. Lack of planning may cause the unrequited expenses. Improper planning of need assessment can increase the attrition rate within the organization and increase the work pressure on them. Confidence of the employee may get reduced due to lack of proper planning of it (Kim, 2011).
Performance Gaps Hindering Atlassian’s Customer Satisfaction
It is recommended to the Atlassian –software application Development Company to focus on proper planning of need assessment as it facilitates to identify the difference in the performance for which training program is required. It has been found that the awareness of the changing demands of the customers is the major need of the company which affect the customer satisfaction. The need assessment process should be conducted by considering the different skills of the employees within an organization. Training need assessment should be conducted by entailing every aspects of the changing demand of the customers about the software which can be done by proper market research. The main focus of the need assessment on customer dissatisfaction as it is the major area which should be improved to increase the goodwill of the company globally. Improper improvement can affect the other areas of the organization which increase the more adverse situation for the company (Composition, n.d.).
It has been summarized that the role of training program is vital in the organization as it helps to increase the productivity of the employees in an adequate manner. The need assessment process has been executed for Atlassian –software application Development Company to recognize the performance gaps between the current situation and desired situation. Various methods have been used to conduct the need assessment process and evaluation has been made by analysing the organization, person, work and performance. It is apparent that company should conduct the need assessment in an adequate manner otherwise it would increase more problematic situation for the company.
References
Bergman, B., & Klefsjö, B. (2010). Quality from customer needs to customer satisfaction. Studentlitteratur AB.
Composition, (n.d.). What is Needs Assessment? Retrieved on 23rd April, 2018, from: https://compositionawebb.pbworks.com/f/0787975257.pdf.
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Ericsson, K. A. (Ed.). (2009). Development of professional expertise: Toward measurement of expert performance and design of optimal learning environments. Cambridge University Press.
Ferreira, R. R., & Abbad, G. (2013). Training needs assessment: where we are and where we should go. BAR-Brazilian Administration Review, 10(1), 77-99.
Ford, J. K. (2014). Improving training effectiveness in work organizations. Psychology Press.
Herington, C., & Weaven, S. (2009). E-retailing by banks: e-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9/10), 1220-1231.
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Katzenbach, J. R., & Smith, D. K. (2015). The wisdom of teams: Creating the high-performance organization. Harvard Business Review Press.
Kim, M. R. (2011). The importance of customer satisfaction and delight on loyalty in the tourism and hospitality industry. European Journal of Tourism Research, 4(2), 226.
Kim, W. G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
McCawley, P.F. (2009). Methods for conducting an educational need assessment. Retrieved from: https://www.cals.uidaho.edu/edcomm/pdf/bul/bul0870.pdf.
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), 231-243.
Noe, R & Winkler, C (2012). Training and Development: Learning for Sustainable Management, 2nd edition. 2nd ed. North Ryde, N.S.W.: McGraw-Hill Australia, pp.1-475.
Phillips, J. J. (2012). Handbook of training evaluation and measurement methods. Routledge.
Silberman, M. L., & Biech, E. (2015). Active training: A handbook of techniques, designs, case examples and tips. John Wiley & Sons.
Wherry, J. N., Huey, C. C., & Medford, E. A. (2015). A national survey of child advocacy center directors regarding knowledge of assessment, treatment referral, and training needs in physical and sexual abuse. Journal of child sexual abuse, 24(3), 280-299.
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