Case

Mechanics from dealerships across the country attended a three day training session put on by the
manufacturer. The cost of training including travel and lodging was split between the manufacturer
and the dealerships. The focus of the training was on the electrical systems in three lines of
automobile. Given the number of trainees, it it would have been to expensive to provide for three
automobiles for each mechanic to work on and it would be nearly impossible to find a facility large
enough to do so. So the training was designed for the instructor to give instruction on the various
systems and then to pose various problems that might occur. The trainees would then try to identify
the symptoms that would result. For example, the problem might be given as, "The car has a burned
out capacitor." The trainees would then try to identify the symptoms that would appear (e.g. High
current surge demands on the vehicle's electrical systems can damage the electrical system,
including the battery, alternator and voltage regulator.) The training covered a wide range of
electrical problems and machines rated the program highly as they left. When doing a follow up
evaluation, the training director was disappointed to learn the dealerships reported that their
mechanics showed no improvement in trouble shooting electrical problems.

Summary
The whole country's mechanics from dealerships join a three days training which is put on by the
manufacturers and the cost of training divide between the dealer and the manufacturer. The training
was about three different types of automobile electrical line but it was too expensive to provide
three different automobile electrical line for each trainee and also manage a bigger place for
training session. For that the instructor design the training shortly which was based on very
specified problems and solution based. The trainer create a problem of electrical machine and he
indicate that problem by his own and then he learn how it was solved. But how can trainee find
the problem, trainer couldn’t learn it properly. For that trainee could not understand how the
problem create. After the training season when the trainer wants to know the feedback about the
training then the trainee said that the training was effective. But when the trainer starting evaluation
then he was too much upset because the dealerships complain to him that their mechanics did not
perform better performance from their previous.
Question 1 : How did they find out the need of 3 days training?
Ans : Training plays an important role in developing a productive workforce and finely tuning
processes to increase profits. Training also helps people and organizations manage change.
Because organizations are continuously changing techniques, goals, equipment, people, and
locations, all members of the workforce require training to support these changes. In that
organization they include three different types of automobile electrical machine. For informing the
program of that machine & how they are working & what types of problem faces when they using
it. They also get continuously negative response from customer. Customers are too much
dissatisfied to their products. For that sales was continuously dropping. Then they decide to do an
assessment. In that assessment they find some gap. For that reason, they arrange a three days
training session for solving that types of problem.
They done some multiple assessment for training is needed or not. The multiple methods are :
i. Observation
ii. Interview
iii. Focus group

i. Observation : They take some specific time for the observation. They observe three
months for observation. In that time they focus on their customer feedback and sells
too. They also observe in different location over the country. After passing three
months observation they found some problems about their product. They also observe
their competitor product quality and price. After observation they compare their
product with one another and take a decision for next step. For getting the real scenario
they decide to do another assessment which is interview.

ii. Interview : Interview is an another way of assessment for finding training is needed or
not. They divide the interview session in three different categories. They are :
a. Customer Interview
b. Sells Person (Dealer) opinion
c. Production Dept. opinion

a. Customer Interview : In 100 sells point of different 15 location they arrange a customer
feedback session. In that session customer inform their different types of problems. Like
as the quality of product, price of product, availability of product, etc. They continue the
interview session in one month. After one month later they gather all the interview reports
and find the gap of them.
b. Sells Person (Dealer) opinion : They also wants to know what types of problem they faces
for selling a product. All the dealers inform their problems. Then they again gather them
and find the actual problem. In 10 days report they find that their product quality is average
but the price of product is high. Different types of automobile company add different types
of new features but this company couldn’t add any new thing.

c. Production Dept. opinion : They arranged a meeting with all production dept. employee.
Organization HR dept. wants to know to the employee why their product price is high and
what way they decrease their product price? The production dept. employee told that they
use old machine and their production line is too small. For that they make a product in long
time duration. For that cost of product is high. If organization purchase some new machine
and add five or six big production line then the product quality is increase and the price of
product is decreasing.

iii. Focus group : For another judgement they want to do another assessment that is focus
group. For that they requested to come 100 customer in different places and higher
level and lower level employee, outsiders and expert too. Their main focus was why
sells is dropping? Everyone inform their perceptions. After the discussion they find
some problems. The customer inform that their sell’s person are not cooperative. Sell’s
person inform that product quality is not up to the mark. The expert inform that sells
person didn’t working properly and production line is small, for that price of the
automobile is high. Outsiders said that to make varieties types of automobile to survive
in the market.
After all above the assessment they decide to arrange a three days training session for solving
this types of problems. After the assessment they find some specific problems and they arrange
a training related with this types of problems. If they arrange an efficient training session then
they come back from this types of sells dropping problem.