A quality training program is a program that teaches franchises the operations of the business. It
is often a mixture of classroom and on the job training. The training programs establish
regulations, rules, and how to be successful. These programs give insight to customer service,
inventory management, and quality control that is very important for the businesses continued
success. A mixture of classroom, textbook, and on the job training is an important factor for
franchises. One of the main reasons why businesses fail is because they neglect and fail to follow
the formula. There are many reasons why good training benefits a franchise. The definition of
quality training is any program that teaches one how to test products to ensure that they are not
defective. It shows how to investigate the procedures of making products, the knowledge of
employees, and also intangible things. References
Scarborough, N. M. (2012). Effective Small Business Management (10th ed.). Prentice Hall.
Quality Training. (n.d.). Retrieved July 12, 2017, from http://financialdictionary.thefreedictionary.com/Quality Training Post 2
This week’s AVP says that the leading cause of business failure is incompetent
management. Providing follow-up training, counseling service and management training,
alleviates this. A quality-training program will provide exponential amounts of benefits for
a company.
If you are in the customer service business, you will want the best employees to interact
with them. You want to make sure that your employees have proper etiquette, are
knowledgeable about the product, and most important, have the patience to handle all sorts
of customers. A customer’s horrible experience or negative opinion can hurt a company.
“Never let rude employees work with customers. Charlie Horn, CEO of ScriptSave, requires
all customer service representatives to go through 3 weeks of training before taking their
first telephone call from a customer. Each representative also gets an additional 60 hours of
classroom training in customer service techniques.” (Scarborough, 287) This is an example
of a quality-training program. Charlie Horn understands the importance of handling
customers and ensuring that these customers receive the respect over the telephone,
regardless of the situation. He implements this training to get everybody on the same page
and weed out the bad apples, if necessary.
Training ensures that the work you request or provide for your customers are delivered
with great quality. There are many steps involved in creating a quality-training program. CEO’s must ensure that they have a well-detailed operations manual. The operations
manual will act as a quality control mechanism. This will serve as a guide. A CEO will also
want to do headquarters training and on-site training. This gives the opportunity for any
employee to receive training, whether it is a manager or a customer representative. In order
to maintain the quality products being made and the wonderful customer service, a CEO
must implement ongoing training. In my field, I am required to satisfy 75 hours of
Continued Education Units within 3 years to maintain my certification. This increases my
knowledge and reinforces what I already know.
“Smart entrepreneurs view training for what it is: an investment rather than an expense.”
(Scarborough, 287) A good CEO will fully invest in a training program in his or her
company. A good CEO understands that his employees need direction and guidance and will
provide this for them so they can succeed and his company will succeed.
Libava, Joel. “Franchise Ownership Success Starts With Great Training.” Small Business
Administration. Joel Libava, 15 Apr. 2014. Web. 13 July 2017.
<https://www.sba.gov/blogs/franchise-ownership-success-starts-great-training>
Scarborough, N.M. (2011). Effective small business management (10thed.). Upper Saddle
Riber, NJ: Pearson Prentice Hall.
Siebert, Mark. “Training Your Franchisees.” Entrepreneur. Entrepreneur, 22 May 2005. Web.
13 July 2017. https://www.entrepreneur.com/article/77928.
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