The carter cleaning centers currently have no formal orientation or training policies or procedures and Jennifer believes this is one reason why the standard to which she and her father would like employees to adhere are generally not followed. The Carters would prefer that certain practices and procedures be used in dealing with the customers at the front counter. For example all customers should be greeted with what Jack refers to as a 'big hello' Garments they drop off should immediately be inspected for any damage or unusual stain so there can be brought to the customer's attention, lest the customer later return to pick up the garment and erroneously blame the store. The garments are then supposed to 302 PART 3 TRAINING MIN There are other matters that could be covered dunng orientar and training, says lennifer. These include company policy regarding pa be placed together ini a nylon sack immediately to separate them from other customers garments. The ticket also has to be carefully written, vith the customers name and telephone number and the date ciearly holidays, lateness and absences, health benefits (there ere none, o noted on all copies The counter persom is also supposed to take the opportunity to try to sell the customer additional services such as wa- terproafing, or simply notify the austomer that "Now that people are doing their spring cleaning, we're having a special on drapery cleaning sheets, personal telephone calls, and personal e-mall. all this month Finally, as the customer jeaves, the counter person is supposed to make a courteouS comment like Have a nice day," Each of the othei jobs in the stores-pressing, cleaning and spotting. and jobs the right way, And she and her father further beieve that it is on so forthsimilarly.contain certain steps procedures, and, most impor- taritly, standards the Carters would prefer to see upheld. The company has had problems, Jennifer feels, because of a lack of adequate employee training and orientation, For example, two new employees became very upset last month when they discovered that they were not paid at the end of the week, on Friday, but instead were paid (as are all Carter employees) on the following Tuesday. The Cart- ers use the extra 2 days in part to give them time to obtain everyone's hours and cormpute their pay. The other reason they do it, according to lack, is that "frankly, when we stay a few days behind in paying employees it helps to ensure that they at least give us a few days' notice before quitting on us. While we are certainly obligated to pay them anything they earm, we find that psychologically they seem to be Tess likely to just walk out on us Friday evening and not show up Monday morning if they still haven't gotten their pay from the previous week. This way they at least givVe us a few days' notice so we can find I replacement. than workers' compensation), substance abuse, eating or smoking on the job (both forbidden), and general matters like the maintenance p a clean and safe work area, personal appearance and cleanliness, tina Jennifer believes that implementing orientation and training p grams would help to ensure that employees know how to do ta when employees understand the right way to do their jobs that there is any hope their jobs will be accomplished the way the Carters want them to be accomplished. Questions 8-21. Specifically, what should the Carters cover in their new em- ployee orientation program, and how should they convey ths information? 8-22. In the HR management course Jennifer took, the book sug- gested using a job instruction sheet to identify tasks per- formed by an employee. Should the Carter Cleaning Center use a form like this for the counter person's job? If sa, what should the form look like, say, for a counter person 8-23. Which specific training techniques should lennifer use to train her pressers, her cleaner/spoiters, her managers, and her counter peopie? Why should these training technquo used? ranslating Strategy into HR Policies and Practices Case*S e accompanyng strategy map for this chapter is in MyManagementiab, and the overall map on thee inside back cover of this test outinese