You are the Head of Call Centre Operations for Standard Chartered Bank, based in Seef. You have 3 Call Centres, one in each of the following locations:
Manama , Seef , Isa Town
these are towns in kingdom of Bahrain .
Each centre has a Centre Manager, 5 Team Managers, 15 Training and Resource staff and 150 Telephone Operators. Your immediate manager Director for National Call Centre Operations wants to improve the capability of all staff in the three locations to improve the efficiency and effectiveness of the organisation. It is evident that the staff mentioned above are not performing well. Design and develop a new LnTD Programme to improve the capability of all staff in the three call centre locations (at Standard Chartered Bank) to improve the efficiency and effectiveness of the staff and the organisation. Discuss how can Learning theories, learning modalities, learning styles, (and
any other factors you consider relevant) help us to understand the best ways to Design and Develop such a programme? And How do we evaluate the effectiveness of the programme?
Firstly, the introduction should include a brief about the company Which is Standard Chartered Bank and their learning and talents development strategy and their culture and their value and Introduce by outlining why it is necessary to understand such factors as learning theories, planning and preparing for L&D initiatives for Gen X, Y and Z. Apply the learning styles, modalities and underpinning Kolb learning cycle to explain how they inform selecting learning strategies for the different group of learners.
THIS IS FOR PART ONE INTRODUCTION.
Based on your Knowledge and experience what do you consider are the causes of poor LNTD programmes within organisations and how would you avoid those in designing learning interventions for Standard Chartered Bank.
programme at Standard Chartered Bank for the staff positions of (Centre Manager, 5 Team Managers, 15 Training and Resource staff and 150 Telephone Operators). This is necessary to improve the achievement and development objectives of the staff jobs and to enable the achievement of Strategic objectives at Standard Chartered Bank. You are therefore required to Design the LNTD programme for these staff positions at the Company including how the Programme should be evaluated. The Design of the LnTD programme must take note of the Web of 10 factors in the design of strong solutions. Please also make comparisons with your new programme Design and another LTD programme you have researched from another suitable organisation to demonstrate the value of your new programme. You are required to critically reflect on your own experience acquired as an HR student and potential HR practitioner to Design the LNTD Programme and demonstrate how the new programme will improve
the capability of all these staff in the three call centre locations (at Standard Chartered Bank) to improve the efficiency and effectiveness of the staff, the organisation and its strategic objectives. Ensure you provide Critical evaluation and analysis of the applicability of the new LnTD System to Standard Chartered Bank.
Conclude the report by submitting the proposed plan and design, also summarizing your findings that Standard Chartered must consider while selecting learning and development strategies for the jobs at the call centers and demonstrating other factors such as the Web of 10 factors in the design of strong solutions.
Explain the rationale behind choosing your proposed approach in comparison to the various other options you considered.
– The design of the LnTD Programme should also provide a realistic solution to solve the issues at Standard Chartered. You can relate your learning
with any local or international company practices, or any research findings that you have found or your own ideas that are based on insight and learning from another similar context or an authentic source.
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