A Glance Into the Training and Development

A Glance into the Training and Development
Needs of Ford Motor Company

Training and Development Nov 09 Sec B
HR 592
Professor Patricia Meyer

Stephanie Carlisle
December 13, 2009

TABLE OF CONTENTS

EXECUTIVE SUMMARY 3
BACKGROUND 5
NEEDS ASSESSMENT 8
TRAINING STRATEGY AND DESIGN 10
COST/BENEFIT ANALYSIS (ROI) 14
TRAINING EVALUATION PLAN 15
REFERENCES 19

EXECUTIVE SUMMARY

Ford Motor Company is an American multinational corporation and the world's fourth largest automaker based on worldwide vehicle sales. Based in Dearborn, Michigan, a suburb of Detroit, the automaker was founded by Henry Ford, and incorporated in June 16, 1903. Ford now encompasses many brands, including Lincoln and Mercury of the U.S. and Volvo of Sweden.
Today, Ford Motor Company, a global automotive industry leader still based in Dearborn, MI, manufactures and distributes automobiles across six continents. With approximately 201,000 employees and 90 plants worldwide, the company's automotive brands include Ford, Lincoln, Mercury and Volvo. The company also provides financial services through Ford Motor Credit Company.   Ford uses the ONE FORD plan in order to transform its business and accomplish goals and objectives.
Within the past six months there have been a number of complaints due to poor customer service and this is causing Ford Motor Company billions of dollars.   The job of the customer service department is to make sure that Ford customers are assisted with whatever they have an issue with which means customer service employees must be knowledgeable in many areas of the company.   This is not happening due to lack of training and constant employee movement throughout the department. It has become evident that the training being offered to these new employees or employees that are being transferred from other departments lacked the information necessary to be successful at their job.
In order for any training to be effective, it must be coordinated with the...