Bedford Falls Bank Case Study

Assessment Instructions Preparation Complete the following to prepare for this assessment: View the First National Bank of Bedford Falls Case Study. In this case study, consultants Ann Thomas and Juan Olivera, owners of T&O; Consulting, are hired to evaluate problems at the First National Bank of Bedford Falls. They interview three employees on a number of issues related to training and development. Please review and analyze the teller’s (Ms. Kwan Yang) position. In this assessment, you must provide a brief analysis and summary of what you learned from Ms. Kwan Yang (the bank teller), and then design a training program to further develop the knowledge, skills, abilities, and other characteristics for the employee in the job position you selected. Here is the transcript of Kawn’s interview with the consultants:  Ann: Good afternoon, Kwan. My name is Ann and this is my partner Juan. Thanks for agreeing to meet with us today. Kwan: No problem. Juan: We’d like to ask you some questions about your training and development experiences at Bedford Falls. Kwan: (laughing) What training? Ann: Do you feel you received adequate training when you started here? Kwan: No, not at all. We got this giant training binder that’s about 3 inches thick. We were told to take it home and read it. Since the merger, they keep giving us more stuff to put in the binder. I have a hard time explaining things to customers because I don’t understand a lot of myself! Juan: So you were given information to take home and study. Was there any other training you received as a new employee? Kwan: When I started we had this half-day training class on banking procedures, and policies. That’s when we got the binders. I’m in school right now so I really don’t have time to study all this after work. I don’t get it. Why can’t I train for my job while I’m here? Juan: What about ongoing training? Kwan: We have these hour long training meetings at the beginning of the month. But there’s no time to address all the issues that come up. Stan, my supervisor, asks questions about different products and gives candy to participants who give the right answers. It’s ridiculous. He treats us like children! Ann: Kwan, if you could change new employee training, what would you do? Kwan: Well, I’ve thought about my accounting class. There, we work on things in class; then we study and then work on the computer. There’s a structure to what we do-it’s not a free-for-all. I’d like to learn the material and then practice on the computer and then get feedback from someone. It would be nice to be able to practice using the software. Juan: Are your co-workers helpful to you when you have questions? Kwan: Everybody is so busy and when they do respond, I get the short answer. It’s frustrating to always have to ask for help. Sometimes, when I get an answer from co-worker and then tell the customer, after the customer leaves, my co-worker tells me that I explained it wrong! Ann: How comfortable are you with customers? Kwan: Not very. I’m not sure what I’m supposed to do when I have a problem. I don’t know how to handle unhappy customers. Do I ask my supervisor? Another teller? I tell customers that I’m new and still learning and it doesn’t seem to help. I don’t get much sympathy. Juan: In what ways has your manager or the lead teller been supportive? Kwan: I meet with Stan-my supervisor-once a week. He just sits me down and asks if I have any questions. I don’t even know what questions to ask. He says I should be studying all the time! I’m afraid to tell him that I’m not keeping up with the material but he probably knows it. Ann: How has your job changed since the merger? Kwan: More work and less time to do it. There’ve been people here to help us but I don’t know them. You know, I really wish I knew some of my co-workers at other branches. It would be nice to know whom to call about an issue, especially when I’m dealing with a customer from another branch. Ann: Is there anything else would you like us know? Kwan: Look, I really like my job here. I just wish I was more confident with customers. And I wish they’d respect my after-work hours. I’m a hard worker and I want to do a good job but I could really use some help. Juan: Thank you Kwan. We really appreciate your perspective and your honesty. Instructions Based on the First National Bank of Bedford Falls Case Study, write 5 pages in which you accomplish the following: Summarize the relevant information you obtained from the Kwan, the bank teller. Identify the method of job analysis that you would use to gain more information about the the employee and the associated issues. What additional information might be useful to learn before assessing the situation? Why is this information critical to your evaluation of the job position? Explain. Design and provide a detailed description of a training initiative you would recommend for the selected position, using current psychological research and theory and focusing on how the program will increase employee satisfaction. Analyze how you would evaluate the effectiveness of the training program once it is in place. For example, how often will you reassess the training program, obtain employee feedback, and revise it? Describe ethical, diversity, or fairness issues to consider when devising this training program. Identify and refer to the case study as needed to illustrate your points. Do not simply restate the case study. Additional Requirements Your assessment should meet the following requirements: Written communication: Written communication should be free of errors that detract from the overall message. APA format: Resources and in-text citations should be formatted according to current APA style and formatting guidelines. Length: 5 typed, double-spaced pages, not including the title page and references page. Font and font size: Times New Roman, 12-point. Number of resources: A minimum of 5 scholarly resources.

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