Behavirol Training For Shop Floor

Hi All
these day on a continuous bases we are receiving complains from shop floor of mis behavior , sometimes from seniors and sometimes from juniors.
Before designing any training programe and believing someone's story to the full, I want to conduct a survey . I think that will give a better picture about the situation.
I would really wish you to give valuable comments on this thought and suggestions for the content of the questionnaire ?

You may like to use the professional services from oscar Murphy International and they specialize in such surveys. You can reach them at 91 80 41161534 / 35 or email them at [Login to view]
suggest you talk to their psychometric analysts or to the sales.

Amena
You need to answer the following questions
1) Are the shop floor employees comfortable in filling a questionnaire?
2) Will they be able to understand the questionnaire?
I feel a better method would be thru observation. This can be done by
1) Shop floor walk.... everday for a week
2) thru the CCTV ( if available in your plant).
Thanks
Regards
Avinash Bhambra

Dear Ameena,
Customer Service is a matter of attitude. You need to check the attitude of the staff towards their organisation.
Secondly, you need to check your recruitment too. Was your recruitment competency-based? If it is not then training is not a solution.
Your company needs to have a Customer-centric culture. Rather than having survey of the shop floor, have a survey of the organisation culture. You will get the startling results.
Lastly, if you want to train, then start with Managers first. If you train the manager, the whole department gets trained. Their customer-centric attitude is quite important.
Regards,
Dinesh V Divekar

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Hi Ameena,
I endorse the suggestion of Mr.Sreenidhi and you can follow it up. Behavioural training can be imparted only by professionals with well versed Psychometric analysis.
Cheers!!!
Bhaskaran