What changes to team structures and key roles will you need make to execute your strategic initiative? Explain.
Team structure in store will remain the same, but reps that wan’t to move up in the company along with leaders of the store will need to fully understand the expectations set prior to onboarding a new hire. They will be given time with a trainer to discuss how to be successful and ensure the new hires feel welcomed into the store. Much of the time now, new hires are on computer training for most of the day and sometimes will have an opportunity to come to the floor and shadow another employee; but this doesn’t bode well for a strong start as they aren’t getting hands on experience at the beginning. When we create a strong development program for our employees we can reduce turnover and create the opportunity for advancement as well. (1. JWMI)
Will the head count/salary costs be net positive, negative, or neutral? Why?
As my plan involves minimizing turnover and getting all Verizon retail stores to a comfortable employee count, the headcount and salary costs will go up as most stores are understaffed currently. However, as we train more employees and keep them longer than a year, we will have extra money set aside for recruitment, training, and development that could be used to incentivize employees who are over indexing on metrics or quality of sale.
What training and other resources will you require to support the new plan?
We will need to train leaders of the business how to support and develop their employees, along with utilizing tools like Pulse surveys to gain a better understanding of how we can make employees feel even better working at Verizon. The new hire training will be revamped to include more one on one attention with a trainer or a leader of the store so the new hire feels ready to go after their training period ends. While not everything can be taught in three weeks and much of the learning process is on the job, understanding the basics and what questions to ask customers to improve overall satisfaction and revenue is key to starting off strong.
What is the most critical element of your people plan that you will have to get right for your plan to work? Why?
The most important element will be to get current leaders and sales reps on board with the new process. It will be tough to get buy in right away from everyone because reps have had to work even harder with the minimal staff. When we explain the benefits and show how the new plan will help reduce stress on them while increasing their overall commission payout, then we can slowly start to gain buy in. If we don’t have leaders that are willing to work one on one with the new hires and make them feel welcome then this won’t be a successful plan either. With the changes to the business that have already happened and more to come in the future, Verizon needs dedicated employees that are willing to work together to grow a store to be successful and in turn teach out to others that are struggling. As one unit (retail Verizon) we can create a better experience for employees that want to stay and want to create a career rather than a job. (2. JWMI)
References:
1.JWMI 521 Week 4 Lecture Notes.
2.JWMI 520 Week 10 Lecture Notes.
0 comments