Conceptual Framework for Implementing Training Programs in SMEs: Enhancing Customer Satisfaction and Business Performance

• Author(s): Yetunde Margaret Soremekun ; Chioma Ann Udeh ; Abbey Ngochindo Igwe ; Onyeka Chrisanctus Ofodile ; Chikezie Paul-Mikki Ewim
• Paper ID: 1705761
• Page: 716-734
• Published Date: 31-05-2024
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 7 Issue 11 May-2024

Abstract

This review outlines a conceptual framework for implementing training programs in small and medium-sized enterprises (SMEs) with the dual objectives of enhancing customer satisfaction and improving business performance. Given the crucial role that SMEs play in the global economy, equipping these enterprises with effective training programs can significantly influence their competitiveness and sustainability. The framework emphasizes a systematic approach to training that integrates needs assessment, program design, delivery methods, and evaluation. The initial phase involves a comprehensive needs assessment to identify skill gaps and training requirements aligned with the organization’s strategic goals. This step ensures that the training content is relevant and tailored to the specific needs of the business and its employees. Program design follows, focusing on developing a curriculum that includes both technical skills and soft skills, such as communication, customer service, and problem-solving. The inclusion of these elements is critical for enhancing the overall customer experience and fostering a customer-centric culture within the organization. For the delivery of training, the framework advocates for a blended approach, combining traditional in-person training with digital platforms and e-learning modules. This method not only provides flexibility and accessibility for employees but also leverages technology to track progress and outcomes effectively. The use of interactive tools and real-time feedback mechanisms enhances engagement and ensures that the learning process is dynamic and continuous. Evaluation and feedback constitute the final phase of the framework, where the effectiveness of the training program is assessed through various metrics, including employee performance, customer satisfaction scores, and business performance indicators. Regular reviews and updates to the training program based on feedback ensure that it remains relevant and impactful over time. By implementing this conceptual framework, SMEs can achieve significant improvements in customer satisfaction through better service delivery and more knowledgeable and skilled employees. Moreover, the alignment of training programs with business objectives can lead to enhanced operational efficiency, higher employee morale, and ultimately, improved business performance. This framework serves as a strategic tool for SMEs aiming to build a robust workforce capable of driving sustained growth and success in a competitive market environment.

Keywords

Business; Performance; Customer Satisfaction; SMEs; Training Program

Citations

IRE Journals:
Yetunde Margaret Soremekun , Chioma Ann Udeh , Abbey Ngochindo Igwe , Onyeka Chrisanctus Ofodile , Chikezie Paul-Mikki Ewim "Conceptual Framework for Implementing Training Programs in SMEs: Enhancing Customer Satisfaction and Business Performance" Iconic Research And Engineering Journals Volume 7 Issue 11 2024 Page 716-734

IEEE:
Yetunde Margaret Soremekun , Chioma Ann Udeh , Abbey Ngochindo Igwe , Onyeka Chrisanctus Ofodile , Chikezie Paul-Mikki Ewim "Conceptual Framework for Implementing Training Programs in SMEs: Enhancing Customer Satisfaction and Business Performance" Iconic Research And Engineering Journals, 7(11)