EVALUATIVE REPOT AND PROJECT PLAN   Table of Contents Introduction: 3 Evaluating the force which has a firm impact on current workplace: 3 Importance of customer service: 4 Designing project plan for training and development program for delivering high quality of customer service: 5 Conclusion: 8 References 9   Introduction: In the competitive business environment, proper planning is very important. This serves the organisation with the ability to cope up with intense competition in the market. Proper training and development for the employees is very much needed for making them able to satisfy changing demand of the customers (Hendry, 2012). Present assignment will put forth the discussion of the force which influences current workplace. The assignment will also highlight the importance of management leadership skill along with the way through which training program must be designed in order to attain management leadership skill. Evaluating the force which has a firm impact on current workplace: There are several force which has a firm impact on current workplace. Customer service and quality emphasis is one of the most significant phenomenon which influences the workplace in an effective manner. This also affects rate of profitability and public image of a business organisation. Proper customer service serves the companies with the ability to deal with changing demand of the customers (Armstrong & Taylor, 2014). It is important for the marketers to take special care to providing high quality of services to the customers which can lead them to alter perception of the customers and modify the business process in accordance with their needs and demands of the customers. Customer service can be referred as the way of responding positively to needs and requirements of the customers. The department of customer service holds the responsibility of building strong relationship with the customers. Healthy communication with the customers is entirely dependent on the way through which company treats with the customers and handles them. The managers of business organisations must hire efficient staffs in the customer service department for eliminating any customer related issue properly and thereby attract wide range of customers. It is the prime responsibility of customer service department of Australia based companies like Toyota, Computershare to ensure proper ordering of customers. These organisations are also taking special care towards for verifying all the relevant data with the intention of providing services to the customers based on their needs and requirements of the customers. This can improve level of customers satisfaction by reducing complains and problems associated with the customers (Brewster, Mayrhofer, & Morley, 2016). This mechanism is facilitating the companies to be able to increase rate of sales along with statistics of profitability. Loyalty is another significant outcome of better customer service. Treating customer with proper care and respect is an effective way for keeping the customers in the companies and thereby maintain loyalty. In recent time, Toyota is taking special care towards resolving crucial issues in a timely manner. This strategy is helping the companies to generate a sense of confidence among the customers regarding the companies (Sparrow, Brewster, & Chung, 2016). Additionally, happy and confident customers are also supporting these Australian based companies to develop their public image and compete with strong business giants by developing strong relationship with the customers through personal attention. Quality management and business performance is closely related with each other. Presently, quality management department of Computershare is taking special care towards maintaining quality of their products and alter their production procedure based on demands of the customers. It is important to note in this context that higher rate of profitability is a significant outcome of quality emphasis (Storey, 2014). Quality can increase profitability as high quality of products can generate a sense of satisfaction among the customers and retain them in the organisation. Researchers are showing that Toyota is showing their concern towards removing dissatisfaction among the employees by serving them high quality of energy efficient cars. Importance of customer service: Customer service is one of the most significant phenomenon in an organisation as customers are vital in an organisation. According to Wilson, Zeithaml, Bitner, & Gremler, (2012) in the competitive business environment, providing high quality of service to the customers plays a crucial role to improve public image of the company and thereby ensure success from business. It is the prime responsibility of the manger of Australian based companies like Toyota or Computershare to modify their business procedures with the intimation of improving quality of services as well as generating satisfaction among the customers. By providing higher quality of products to the customers, the management of Woolworth or coals would be able to build trust and loyalty among the customers. Customer service is also very important as it makes it possible to differentiate a certain company from its competitors. Therefore, customer service plays a very crucial role towards acquiring success from business and lead a company to gain competitive advantage by competing with strong business giants that are present in the market. One of the most significant matter of consideration in this context that the companies with excellent customer service hold the ability to get repeat the same customers. This is an effective way which Australian based companies like Toyota, Woolworth would be able to attract higher range of customers and thereby increasing statistics of profitability. The companies with lower customer service can face the problems towards retaining the customers. This may curb their ability to sustain in the competitive business environment. Therefore, the management of Toyota or AMP Limited should be committed towards improving their quality of customer service and thereby strengthening their position in the market. Carbonell, Rodríguez‐Escudero, & Pujari, (2010) said that publicity is one of the most significant matter of consideration. By improving quality of customer service, Australia based companies would be able to improve their publicity. Higher quality of customer service can act as a source of promoting their business for the companies like Ansarada, BHP Billiton and expand their business in much wider business domain. At the same time, good customer service also serves with the ability to manage critical business related problems. Customer service is the fruitful say through which Australia based companies can manage any kind of conflict among the customers by modifying production procedure in accordance with their needs and demands. Designing project plan for training and development program for delivering high quality of customer service: It is necessary to conduct training and development program for the employees for making them skilful and knowledgeable regarding high quality of services to the customers. Subsequent table will help to understand several steps of training and development program. Conducting the Needs assessment Resources Required Who will I need to consult Who will I need to Inform Start Date Completion Date Gap analysis Marketing team Marketing manager Manager 30.03.2017 02.04.2017 Identifying the priorities Manager Human resource manager Employees 03.04.2017 05.04.2017 Identifying causes of Opportunities Human resource department Team leaders Employees 04.04.2017 06.04.2017 Ensure employees readiness for Training Identifying attitudes of employees Human resource department Team leaders Immediate boss 06.04.2017 09.04.2017 Evaluating basic skills of employees Team leaders Immediate boss Supervisors 10.04.2017 12.04.2017 Create the Learning Environment Identification of learning objectives Human resource department Managers Trainers 08.04.2017 10.04.2017 Meaningful materials Trainers Mangers Employees 10..4.2017 14.04.2017 Feedback Human resource manager Supervisors Staffs 15.04.2017 17.04.2017 Ensuring Transfer of Training Self-management strategy Human resource department Mangers Staffs 16.04.2017 18.04.2017 Managerial support Human resource department Supervisors Managers 18.04.2017 19.04.2017 Developing and Evaluation Plan Identification of training outcome HR manager Trainers Staffs 17.04.2017 19.04.2017 Cost benefit analysis Finance team Managers CEO 20.04.2017 22.04.2017 Select Training Method Presentation HR professionals Trainers Managers 22.04.2017 24.04.2017 Hand on method Trainer Team leaders HR recruiters 23.04.2017 24.04.2017 Group method Trainer Team leaders Team members 20.04.2017 22.04.2017 Develop and Deliver the Program On the job training Trainers HR manager Staffs 23.04.2017 25.04.2017 Business games Team leaders Fellow trainers Staffs 26.04.2017 28.04.2017 Interactive video Trainers HR managers Employees 29.04.2017 30.04.2017 Mobile technologies Supervisors HR managers Staffs 01.05.2014 03.05.2017 Monitor and Evaluate the Program. Reviewing action plan HR recruiters Managers HR professionals 03.03.2017 04.05.2017 Preparing of implementation HR mangers Supervisors Employees 09.05.2017 10.05.2017 Identifying data collection HR managers Team leaders Immediate supervisors 11.05.2017 13.05.2017     Training must be provided to the employee regarding the importance of high quality of services to the customers. With the assistance of experienced trainer, the organisations would be able to integrate knowledge among the staffs. Successful conduction of training and development program will support the human resource department of Australian based companies to integrate product related knowledge among the employees. This can facilitate to modify production procedure with the aim of manufacturing high quality of services to the customers based on their perception. This is also an effective way for handling changing demand of the customers. Conclusion: Organisational performance and success of business are entirely dependent quality of the products. Serving high quality of products to the customers is very important for attracting higher range of customers, retain them in the organisation and thereby increasing rate of profitability. Conduction of training and development program will serve to make the employees skilled to modify production process for manufacturing high quality of products.   References Armstrong, M., & Taylor, S. (2014). Armstrong's handbook of human resource management practice. . London : Kogan Page Publishers. Brewster, C., Mayrhofer, W., & Morley, M. e. (2016). New Challenges for European Resource Management. . London : Springer. Carbonell, P., Rodríguez‐Escudero, A., & Pujari, D. (2010). Customer involvement in new service development: An examination of antecedents and outcomes. . Journal of Product Innovation Management, , 536-550. Hendry, C. (2012). Human resource management. . London : Routledge. Sparrow, P., Brewster, C., & Chung, C. (2016). Globalizing human resource management. London : Routledge. Storey, J. (2014). New Perspectives on Human Resource Management (Routledge Revivals). London : Routledge. Wilson, A., Zeithaml, V., Bitner, M., & Gremler, D. (2012). Services marketing: Integrating customer focus across the firm. . London : McGraw Hill.