ac kaplan co

7/29/2019 AC Kaplan Co

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ARTHUR C KAPLANAND COMPANY


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Company Background

AC Kaplan is one of majorBigEight accounting firm.

Provides accounting, auditing, tax services, developingMIS, conducting business consulting activities.

Office in 52 US cities covering 32 nations.

World headquarters in London employing more than

20,000 people.


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Training at Kaplan

It has devoted millions of dollars for creating in-houseeducational training facilities (Corporate Education andDevelopment Center-CEDC)

Technical & Procedural training for entry levelaccountants.

Extensive training in specific industry where they

predominantly work.


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ISSUES

The Company spends almost $1200 per employee peryear for training and development.

Despite working hard, a beginning CPA gets just acorresponding pay.

The purpose of attracting aggressive students was thatthey need people who can work aggressively, but thisaggressiveness ended up with being boorish and callouswith clients.

Employees lack interpersonal expertise.


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SCENARIO

Training executives think that any added expense(for interpersonal development) may not justify; besidesthis they also think that already too much is being spenton education and training.


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REMEDIES

70% of the investment on training should concentrate on

technical skills and 30% on interpersonal acumen. This wontreduce the expenditure but this may sound as a justifiedexpenditure to the senior training executives.

Employee-compensation plan may be revised compensatingmore on employees performance and may be better than the

industry standards.

Training has to focus on being friendly with customers.

They may ask the employees to enter a contract in whichafter getting trained, an employee has to work for at least 3years.


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TRAINING & DEVELOPMENT TECHNIQUES

1-Technique : Induction Training

Description : A structured orientationprogramme for new entrants

Method of Application : Familiarize recruits with different roles.

Rotate them through different jobs

Reinforce learning with lectures and case studies


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Benefits:-

Induction Programme is given more importance than in

past. Induction Programme is well-planned exercise and is of a

sufficient duration

Senior Management spend time with new recruits during

induction training

2-Technique : Customer Service Training

Description : A structured Implementation of customer

service Training Programme Method of Application :

Train employees to treat their clients in courteous andhospitable manner.


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3-Technique : Conflict Resolution

Description : Employees will identify their own personal conflict

style and learn when to resolve or avoid conflicts. They willhave the opportunity to apply a conflict resolution frameworkto an actual situation.

4-Technique : Handling Objections

Description : Teaches a strategy for reacting quickly andeffectively to any customer concern. Employees will have theopportunity to apply this approach to real objections that havebeen raised by their internal/external customers.

5-Technique : Listening Skills

Description : Developing effective listening habits that ensurethat you understand your internal/external customers correctlyand that they know you have heard what they said.


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COMPANY REQUIREMENTSINTERMSOF TRAINING &

DEVELOPMENT

There must be a structured, widely-shared training policyin the company based on its business needs.

Company programme must be evaluated and improvedevery year.

Employees must be helped to upgrade their technical

knowledge and skills through training

Workers must be encouraged and rewarded for trainingto acquire higher qualifications


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Human relations competencies are to be developed throughtraining in human skills

Employees must be sponsored for training programmes onthe basis of carefully identified needs.

Briefing and debriefing sessions are conducted foremployees sponsored for training

Internal training programmes are to be handled by the bestpossible faculty the company can access

Experimental action-oriented techniques, including games

are to be used in training programmes


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