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ACCA Applied Knowledge · Business and Technology · Learning and training at work

Zeta Ltd's customer service manager notices that complaint volumes have risen since a new billing system was introduced. Before arranging training, which action best confirms that training is actually the right solution?

The manager should investigate whether the errors come from a skills gap rather than from poor system design or low motivation. Training only solves skill or knowledge deficiencies, so confirming the true cause avoids spending on an unsuitable solution.

  1. AInvestigate whether the errors arise from a skills gap rather than from poor system design or low motivationCorrect
  2. BReplace the billing system immediately
  3. CDismiss the staff who handle complaints
  4. DSend all staff on a general customer care course

Explanation

Performance problems may be caused by factors other than lack of skill, such as faulty systems, unclear procedures or poor motivation. Training only helps if a skills or knowledge gap is the cause. Investigating the cause first avoids wasting resources on the wrong remedy.

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