Training and Development in Organizations introduces students to the field of training and development, showcasing how the role and function of training within an organization supports the organization’s efforts at fulfilling its mission. Focusing on six themes – strategic view; training paradigm; training model; types of training; rubrics; and andragogy, a theory focused specifically on the adult learner – the author offers an applied approach to designing and implementing a training program. Readers will learn about different types of training programs, ranging from simple to complex, while a model program design demonstrates the critical elements associated with designing a program, such as subjects, time frame, learning objectives, and more. Practical exercises and thought-provoking end of chapter questions help students learn how to apply the concepts successfully, while Chapter Twelve specifically includes a variety of practical exercises for use in application-oriented assignments. Undergraduate students of human resource management, and training and development, as well as business managers seeking to develop their training knowledge, will appreciate this commonsense treatment of the subject.

Presents the ten key guidelines for moving an organization to service excellence and keeping it there. Illustrates principles with down-to-earth examples for both large and small companies, giving readers a wide range of situations with which they can identify. The guidelines cover all the relevant functional areas, such as training, advertising, daily operations, finance, etc. Also shows the nineteen functions for maintaining a successful complaint handling unit. Each chapter concludes with separate lists of guidelines for chief executives, front line service personnel, back-office support, and middle management.