Janice's training approach at Orient West's Airline lacked focus on customer satisfaction and skills development, leading to lost market position and Janice's termination. A more systematic approach is recommended, including analyzing training needs, designing and implementing training, and evaluating results. Management is responsible for quality policies, objectives, competence, resources, and continual improvement. Critiques of May identified issues with the firing decision process and potential need for systemic changes.

1. Orient West’s trained on Janice by: Jason, Darren, Mike and Long

2. Agenda Critiques on Janice’s approach and development 1 Reccommendation on approaches that should be taken 2 Janice impersonation 3 4 Management responsibilities 5 Situation handling by Jason Nicholas Your Logo

3. Critique Janice’s approach to training and development Belief every manager and employee should be people-oriented. Sold the idea to Orient West’s that human relations, communications, team building and similar courses were a prerequisite for improved organizational performance. Hired expensive training consultants

4. After training and development Lack of customer satisfaction, innovation and level of management sophistication. Lost the position in market place. Fail in training people, for activities or people who do not add value. Lost the carrier in Orient West Airline.

5. A systematic approach to training and development . System model consists of five phases and should be repeated on a regular basis to make further improvements Analyze and identify the training needs Design and provide training Developing Implementing Evaluating Janice should: . Implement both people and goal oriented + Needs a balance of both +Improve relationships between managers and employees. + But more important is that training employees on service abilities, through marketing research and achieving consumers satisfaction. + Thus, increasing the number of customers and solving the company’s issues.

7. Deliver what the business needs

8. Training of work skills and capabilities

10. Critiques on May Loopholes on the decision taken This procedure ensures that all identified non conformances are investigated to determine the root cause and effective action implemented to prevent further recurrence. Correcrive Action. Firing is one of the many options that can be chosen. Rationale in changing of firing. Changing of Personnel might trigger a change in the system of a company. Changing of Personnel Your own footer Your Logo

11. Templates Your own sub headline reviewing nonconformities (including customer complaints). reviewing corrective action taken. determining the causes of nonconformities,. recording results of action taken determining and implementing action needed, evaluating the need for action to ensure that nonconformities do not recur

13. Management and May unrefined way of doing things“in all affairs it’s a healthy thing now and then to hang a question mark on the things you have long taken for granted.” - Bertrand Russell

14. THANK YOU! Your Logo