MS PRIYANKA IS A STORE MANAGER - IIBM CASE STUDY SOLUTION
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CASE STUDY 1
Ms. Priyanka is a store manager of one of the fourteen Hàppy Home Furniture outlets that are
located at all the major cities in the country. Her staff consists of twelve salespersons and
support personnel. Each salesperson. is paid commission based on sales. All the salespersons
are expected to do other tasks, such as assisting the merchandise manager, arranging the
displays, and handling customer complaints. These tasks, and a few others, are to be shared
equally among the sales persons.
The store's sales target is established at the headquarters of the furniture chain. This target is
divided by the number of salespersons and each is expected to meet his or her personal target
Mr. Ranjan, is the top salesperson at the outlet. When he misses his sales goal, which seldom
happens, the store's target is usually not met. Ranjan, however, often does not help in doing the
common tasks, much to the frustration of the other eleven salespeople, who feel that if they do
not handle the common tasks, they will be fired.
Recently, Ms. Priyanka noticed that one of her salespeople, Mr. Manish„ made careless errors,
neglected clients, and did not do his share of the common tasks. When confronted by the store
manager, he complained about Mr. Ranjan., who, in his opinion, got away with doing almost
nothing. After this discussion, Ms. Priyanka began to observe the salespersons more closely
and noticed that most of them neglected their work and were not cooperative.
The store manager felt that something had to be done. A talk with Mr. Ranjan had little effect.
Yet, the store needed Ranjan because of his excellent sales record. On the other hand, the
morale of the other salespersons had begun to deteriorate.
Questions and Answers
- What Should Ms. Priyanka do?
Answer
Mr. Priyanka should think about the moral training of sales persons first then think about the following aspects
- Identify The Different Types Of Ethical Training she Can Include
All quality training begins with a training needs analysis. In the case of ethics training for employees, you might consider focusing on one or more of the following areas:
- Ethical conduct, both in and out of the office
- Customer privacy and data protection
- Company code of ethics
- Common ethical dilemmas
- Company culture
- Customer relations
- Regulatory and compliance training
- Diversity training
Keep in mind, too, that ethics training is not a “one and done” solution to a single concrete issue. The goal of different types of ethics training is to teach employees to make good decisions that are consistent with your company’s culture. This may need to be reinforced in a variety of situations over time as her industry changes.
- Train Employees Where They Are
You know what your employees need, and it’s not a monthly lecture on how to be a good person. You hired them. Chances are good that your employees are already quality humans. So train those humans in the way they want to be trained.
While it’s sometimes good to have a round-table discussion about what ethical behavior is and to role-play tricky situations, sometimes employees just need a quick reminder on a regulation update or changes to laws on compliance. Consider microlearning options to deliver this type of information, just in time and where they need it.
For more extended conversations, both eLearning and instructor-led trainings have their advantages. While eLearning allows employees to complete activities and trainings on their own schedule, supplementing online activities with juicy, in-person conversations provides variety and interactions to clarify often difficult material.
CONTINUE......
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