Case Study #1
If you were part of the leadership team at K-Bank, what types of human resource issues would you like to see emphasized concerning bank employees? What types of training programs do you think might be appropriate for training managers? How about for training employees? Why? Are there other things that you would include in addition to formal training (e.g., other types of developmental opportunities)?
How might all of this fit into the business strategy (or strategies) that the bank is pursuing?
If I were a part of K-Bank’s leadership team, I would like to see more emphasis on the organizational/employee commitment, development activities, and sales marketing and training. As discussed in the opening case, K-Bank’s leadership team has been promoting their business strategy in combination with their human resources management strategy. I would interested to know if there is a positive relationship between organizational commitment and K-Bank’s current human resource strategies. Their current strategies include succession planning, career development, and training among others. K-Bank is very successful in their industry because they have these programs as a competitive edge. By incorporating human resources management strategies with business strategies, they are setting themselves apart from all the other banks. They are very focused on development.
Training employees and managers is a key aspect to maintain the organizational effectiveness at K-Bank. K-Bank has demonstrated their interest in the development of their employees by providing developmental plans for them. K-Bank’s slogan, “Towards Service Excellence” describes their mission in serving their customers. Training employees in areas such as customer relations, product knowledge, and sales skills can only enhance the company’s effectiveness. It can also give the company a competitive edge and provide employees with more knowledge to be effective in their duties as bank employees. Product knowledge training is designed to educate the employee and provide them with detailed information of the various products or services K-Bank provides. This type of training will allow employees to have a better knowledge of the products and will serve as a tool for product sales. Customer relations training is designed to educate the employee on how to handle certain situations and how to problem solve customer’s concerns. This is important because it teaches the employee of how to react when a customer has an issue. This type of training serves as a tool for employees. The more tools an employee has in their toolbox, the better off an employee is at assisting a customer. The sales skills training provides employees with ways to sell or resell a product to a customer. This training provides employees with the marketing skills and techniques to use during sales.
Banks are evolving at a much more rapid pace than ever before. As they are constantly evolving, so are their products. It is vital for the trainers to keep the employees up to date with new products. Lastly, an employee should be as consistent as possible with their banks mission. Once an employee loses this vision, they will send the wrong message to the customer. This could potentially be a loss for K-Bank. It is important to train the employees to convey this mission to the best of their ability to minimize errors.
Since K-Bank is expanding globally, managers and executives should be encouraged to consider cultural awareness training. Cultural training will educate managers on the benefits of internal and external diversity within their company. Effective management training would be a key factor for an efficient workplace environment. If there is good communication between employees and management, the workplace becomes a much more efficient and much more enjoyable environment. Effective management training educates managers on strategies they can incorporate into their current management styles. Sharpening these skills would only enhance the manager’s abilities to communicate successfully with employees. K-Bank already has developmental programs in place, but it does not mean they cannot expand on or enhance them. Simulation exercises are a great way to enhance skills and accurately assess performance in a work environment. These exercises simulate work related tasks employees would see in their daily workplace. This can give the assessor a genuine idea of how the manager will react in a certain situation. The individual learns his or her strengths and weaknesses, and how he or she can develop the skills to succeed in the areas they were unsuccessful in. This is a possible developmental project for the managers at K-Bank because it could be a great learning experience.
Kasikorn Bank. (2016) Company Information. Retrieved from http://www.kasikornsecurities.com/EN/AboutUs/CompanyBackground/Pages/CompanyBackground.aspx