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Unit 21 - Assignment 1 *DISTINCTION*
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Unit 21 training and development - assignment 1 DISTINCTION GRADE
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UNIT 21 – TRAINING AND RECRUITMENTASSIGNMENT 1
REPORT
TO: Manager, Amazon Plc
FROM: Training and development consultant
EMPLOYEE TRAINING AND DEVELOPMENT: Reasons, Benefits and costs
DATE: 12 December 2022
This report is aiming to explain why Amazon trains its employees, it will describe how the
business identifies training needs and the types of training and development that are being
used by the company. There will also be an explanation of the impact Amazon’s training has
on their employees. Additionally, the reason Amazon does training will be assessed. The
report will also focus on analysing the likely costs and benefits of different types of training
on Amazon and its staff. Lastly, there will be an evaluation of the contribution that training,
and development make to fulfilling the objectives of Amazon. The likely costs and benefits
of different training methods for individual needs in Amazon will also be evaluated.
Introduction
Amazon is one of the largest online retailers globally and it was founded by Jeff Bezos in
1994. The company started as small online shop for books, and it has expanded massively.
In 2022, Amazon made $485.90 billion in revenue.
Source: https://companiesmarketcap.com/amazon/revenue/
Amazon has a large range of products as well as services. They sell books, music, prime
memberships, clothes, electronics and even food. The company used to be based online
however, the past few years they have managed to open multiple supermarkets.
The reason for choosing Amazon as a business to evaluate is because I am inspired by the
founder. Jeff Bezos managed to create a life changing business and he achieved to impact
the whole world massively. Another very inspirational factor would be his humble beginning
as the whole company started from a garage and it is impressive to see how it has evolved
throughout the years.
P1 – Explain why a selected business trains its employees.
Reasons for training:
, Strategic
A strategic level involves training that will be linked to business’s aims and objectives. It
would take place in order to train employees often to improve their customer service skills
and product knowledge. This will impact the business positively as it can cause the company
to become market leader, it can increase profitability and increase turnover.
Increase profit: Amazon would carry out a cost-awareness training in order for the
employees to become more conscious about how much it cost for the business to operate.
This would guide employees in the right direction, and they would avoid wasting resources
that Amazon provides which would increase profitability.
Increase turnover: To achieve increase in turnover Amazon trains their employees in a way
that they will expand their product knowledge, improve their customer service skills and
sales skills. This is an investment for the company as it ensures that employees will be more
productive and effective with their work. Providing better work quality would lead to repeat
business therefore, it would increase turnover.
Become market leader: As Amazon is market leader of the US e-commerce market, they
have developed a training programme which provides employees with information that
enhances their skills. They ensure that their staff is ready to provide good customer service
skills and that is how they manage to stay market leader in the US and many other countries
they operate in.
Operational
To increase productivity: Amazon finds new methods of work which aim to increase
productivity. By training their employees on the new methods and bringing change into the
company, they increase output which leads to an increase in profit and employee
satisfaction.
To introduce new technology: As times passes Amazon upgrades and will keep upgrading
their technology to improve the working environment. A recent example is their new
development of robotics which will be used in their warehouses to make the working
environment safer. For that, Amazon employees will have to be trained to ensure they have
good knowledge of how things will be operating from now on. Training on new technology
will benefit Amazon employee as they will be able to work effectively, and it will benefit
Amazon as performance will increase and that will impact profitability positively.
To improve health and safety: It is Amazon’s responsibility to provide and update their
employees with the required health and safety training. This is to ensure that both
customers and staff will be protected, and it is a legal requirement. Training on health and
safety will benefit Amazon as there will be less accidents and it will also improve employee
satisfaction.
To improve job performance and motivation: Amazon uses an appraisal system to discuss
individual performance. It is for employees with low performance, takes place every 3
, months, and aims to help the employee get back on track with their work. Effective training
will ensure that all employees will be on track, motivated and by them performing
effectively, the company will perform better and make more profit.
Departmental
Departmental would involve an entire department having a plan in place for a certain
reason for example in order to cover a common need. Training the whole department would
often takes place in order to improve customer service and meet sales targets.
To meet sales targets: The company would train their staff to provide them with knowledge
about Amazon products and services they provide. They would also ensure that their
employees develop other skills like selling in order for them to achieve sale targets.
To improve customer service: Customer service is linked directly to the success of the
company which makes training on that area crucial. Amazon provides training in customer
service in order to improve customer experience and increase customer loyalty as well as
repeat business.
Individual
This would involve training individuals usually because business’s experience changes during
time. This means that individuals will need to improve their skills as well as stay updated
with any new knowledge and information. It would usually take place if there is a new role
in the company and the new employee or the promoted one would need to ensure that
they have the necessary skills.
New job role: When a new employee joins Amazon, the company has to make sure that
they will have the required knowledge in order to work effectively. Therefore, Amazon
provides training based on the knowledge and skills required to achieve the goals of the
role.
New products and/or services: A new product or service is another reason to train
employees. For example, when Amazon introduced their speaker ‘Alexa’, they had to
provide additional training to their employees which would provide them with knowledge
about the product and they would be able to provide better customer service to customers
with complaints or questions.
New range of customers: Amazon targets a very large range of customers however, if they
ever decide to expand to a new target market, they will have to train their employees in
order to provide them with knowledge so they can still meet their targets and work
effectively. Amazon would train their employees on being able to identify new markets and
range of customers as they have different needs in different countries.
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