The case focusses on training conducted by a young professional in the capacity of an external trainer. The client organization, a mobile handset manufacturer, had multiple channels of sales. As a result, sales executives faced channel conflict and cannibalization from their own channel partners. Added to this was the aggressive competition from Android phone manufacturers. There were mixed signals at the organization and strategy levels, whereas the training was designed to focus on skill development. The trainer, without having carried out the TNA, agreed to deliver her training merely based on some discussions and mandates passed on to her. The outcome was a challenging situation: A mismatch between training content and participant demand.
Prepared by Dr. Anamika Sinha, Nirma University and Professor Biju Varkkey, Indian Institute of Management, Ahmedabad. The authors thank Mr. Nikhil K. Maini of Seven People Systems Pvt. Ltd., for inputs.
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Indian Institute of Management Ahmedabad
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