Other Ways to Improve Business
1470 Introduction to Finance
TOPIC OR UNIT OF STUDY
Human Relations Management
CONTENT STANDARD(S) AND OBJECTIVE(S)
 Orient new employees
(Activity 1)
 Discuss actions employees can take to achieve the company’s desired results
(Activity 1)
 Determine ways to reinforce company’s image through employee performance
(Activity 1)
 Explain factors that influence customer/client/business buying behavior
(Activity 2)
 Discuss the nature of customer relationship management
(Activity 2)
 Describe the use of technology in customer relationship management
(Activity 2)
 Explain the role of ethics in customer relationship management
(Activity 2)
 Use Customer Relationship Management (CRM) technology
(Activity 2)
 Describe marketing functions and related activities
(Activity 2)
INTRODUCTION
There are many ways to improve your business. Having better employees can help improve customer
service which will improve your business and increase sales. Customer service can also be improved in
other ways, many which involve employees. In this unit we will look at ways to improve customer
service.
ESSENTIAL QUESTION
How can improving employee training and identifying customer relationship actually improve business?
INTEGRATION OF ACADEMICS, TECHNOLOGY, ENTREPRENEURSHIP
To complete this project, students will use basic terms and concepts, to complete the following
academic, technology, and entrepreneurship activities:
 Academic activities –website research, critical thinking and writing skills;
 Technology activities – website research using provided websites, & use of MOS PowerPoint;
 Entrepreneurship activities – building beginning knowledge of employee management and
customer relations activities.
STUDENT INVOLVEMENT IN PLANNING PROCESS
Students will decide what job description they will be completing Activity 1 for. This will allow students
to connect to their own working experience and/or knowledge.
TASK(S)
 Create group research project on an employee training camp in Activity 1
180 min
 Identify answers on Internet to Activity 2 worksheet
90 min
RESOURCES
websites: http://managementhelp.org/training/employee-orientation.htm
http://www.trainingmag.com/article/want-engaged-customers-then-engage-youremployees
http://www.ehow.com/list_5924539_characteristics-high-performance-employee.html
http://www.mycustomer.com/topic/beginners-guide-crm
http://www.technologyonecorp.com/CRM
http://www.forbes.com/2010/01/19/knauss-clorox-ethics-leadership-citizenshipethics.html
http://www.gcworldbiz.com/blogs-columns/guest-star/bid/102628/Model-of-EightMarketing-Functions-and-Activities
TECHNOLOGY USE
Computers, Word software, PowerPoint software, and the Internet
EVALUATION
 Activity 1 – Create group research project on an employee training camp
 Activity 2 – Identify answers on Internet to worksheet
Total Points
25 pts
20 pts
45 pts
Authentic assessments will be evaluated with the rubrics that are located on each activity.
TIMELINE
Block scheduling-3 days, periods-6 days. This does not include time for lecture, textbook readings, and
discussions. Depending on student’s ability, extended time may be needed on some projects.
Day 1
Create group research project on an employee training camp in Activity 1
90 min
Day 2
Finish group research project on an employee training camp in Activity 1
90 min
Day 3
Identify answers on Internet to Activity 2 worksheet
90 min
CONCLUSION
At the conclusion of this unit students will understand how to improving employee training and
identifying customer relationships to improve business.
Training Camp
You are the new Regional HR Manager for Applebee’s Restaurants and have been asked to
incorporate a new employee training program called “training camp”. You and your HR staff
(two other members of your group) need to plan the “camp” events so that you will
complete the following directives from your CEO:

Orient new employees to company facilities & policies. See the following website to help
you with this activity: http://managementhelp.org/training/employee-orientation.htm

Discuss actions employees can take to achieve the company’s desired results. Use the
following website to help with this activity: http://www.trainingmag.com/article/wantengaged-customers-then-engage-your-employees

Determine ways to reinforce company’s image through employee performance. Use the
following website to help with this activity:
http://www.ehow.com/list_5924539_characteristics-high-performance-employee.html
Your group will complete a Power Point covering these topics and activities for 12 new employees, but you
will need to determine what job they will be doing (i.e. – waitress/waiter, bus boy, etc.). Use the
information from the websites researched, as well as specific knowledge from your own experiences or
interviewed experiences of others.
Review this grading rubric for project requirements:
Topic
5-6 Points
3-4 Points
Beginning of the
First slide has student names,
Voice of the
presentation is a welcome to
then a welcome to the new
presentation
Orientation Activities
Engaging Employee
Activities
Activities to reinforce
company’s image
Appearance
the new employees.
employees
3-4 orientation activities
detailed in the presentation.
Examples of documents
linked to power point, or
images of sample documents
uesd
Company’s desired result is
given in detail.
Employee activity for the
desired result is explained in
detail
3 activities created and
detailed in presentation to
reinforce company image
2-3 orientation activities
detailed in the presentation
Most documents identified
have examples shown.
------------------------------------
Company desired result is
given, but minimal details.
Employee activity for desired
result is given but minimal
details.
2 activities created and
detailed in presentation to
reinforce company image, or
some of the 3 activities NOT
given in detail
--------------------------------------
Total Points
1-2 Points
Power Point was written to
the instructor only & not a
real-world group of new
employees
1-2 orientation activities
detailed, but few document
examples presented.
Company desire result is
given and Employee activity,
but little to no details.
1 activity created and
detailed in presentation to
reinforce company image, or
2-3 activities given with little
detail
Color theme applied to
presentation & easy to read
____________ of 25
Customer Service
Having expert employees is one way to improve customer service, but there are several ways to
concentrate on customer service as a way to improve business. Review the websites provided to help you
write a brief paragraph about each question.
1. Explain factors that influence customer/client/business buying behavior.
(http://www.mycustomer.com/topic/beginners-guide-crm).
4 pts
2. Discuss the nature of customer relationship management
(http://www.mycustomer.com/topic/beginners-guide-crm).
4 pts
3. Describe the use of technology in customer relationship management
(http://www.technologyonecorp.com/CRM).
4 pts
4. Explain the role of ethics in customer relationship management
4 pts
(http://www.forbes.com/2010/01/19/knauss-clorox-ethics-leadership-citizenship-ethics.html).
5. Describe marketing functions and related activities in their relation to customer service
(http://www.gcworldbiz.com/blogs-columns/guest-star/bid/102628/Model-of-Eight-.MarketingFunctions-and-Activities)
4 pts
Total Points ____ of 20 pts