Ch.8 - What Approach Should Be Used

Ch.8 - What approach should be used for the new employee orientation program at Sematech? Employee orientation programs are a very important part of commencing work at a new organization that focuses on providing employees with a genuine sense of what it is like to work in the organization.

The most effective approach for a new employee orientation at Sematech should be based in efforts to bring new employees up to speed as quickly as possible while at the same time making them feel welcome and enthusiastic about their new work environment. Several objectives should be kept in mind while designing an employee orientation program for Sematech, including reduction of stress for new employees, reduction of turnover, and assisting new employees in learning the expectations, values, and culture of the organization while fostering positive attitude development.

Identify the information that is most important to communicate at a new employee orientation The information that is most important for new employees falls into two categories, company information and job-specific information. Company information includes a company overview, information on main policies and procedures, the company mission statement, goals and strategies of the company, as well as information regarding employee relations, benefits, compensation, and company facilities. Job specific information includes duties and responsibilities, rules and policies, departmental tours, and introductions to employees within the department.

Recommend the learning or training method to be used for the orientation program. It could be recommended that Sematech use training methods that utilize computer applications and discussions in order to facilitate high levels of interest and enthusiasm among new employees. Sematech could use online classrooms so that new employees could access information about their new position and workplace from wherever they are. Discuss the ideal length for the new employee orientation program The ideal length of a new employee orientation program at Sematech would be up to fifteen months.

The first week would consist primarily of introductions to supervisors and employees and a general overview of the company. The second week could see the new employee receiving regular assignments, and the next couple of weeks could include company seminars. The next few months could see more intensified assignments, while the seventh to the fifteenth month would shift into a second orientation phase that would include education programs, performance reviews and salary reviews. Ch.9 -- Discuss the issues to be emphasized in the customer service training.

Customer service training should emphasize improvement in quality of service and experiences of the customer. There are four main elements to training that would ensure service quality. These include consistent, organization-wide customer service training, customer relations training including operational practices and interpersonal skills for frontline employees, coaching and enforcing training for service managers, and incentives for employees to suatain customer service philosophy and practices. Discuss the knowledge, skills and abilities to be developed in the training in order to provide high quality customer service 24/7.

Skills that should be emphasized through this training include problem solving, interpersonal relations, teamwork, and leadership. Interpersonal skills should be enhanced through training which in turn fosters effective communication, positive attitudes, and respectful interactions. Employees.