Training Case Study
You are the manager
of Joe’s Coney Island. Joe’s offers a diverse menu featuring Detroit-style
Coney Island hot dogs and hamburgers, cheeseburgers, sandwiches, milkshakes,
desserts, and breakfast items that are served all day. The restaurant is
extremely busy particularly during breakfast, lunch and dinner times.
Your task is to
develop a training program for servers at the restaurant. For this program, you
will be focusing on the training needs of current servers.
1. Training Needs
Assessment.For the
training needs assessment, we will focus on person analysis using performance
appraisal scores
Person Analysis: The table below contains performance
appraisal data for the 10 servers. A rating of 1 is considered poor, 3 is
satisfactory, and 5 is excellent. Analyze the data to determine:
a) What training
is needed for all employees?
b) What
training is needed by each employee? (List employees with the type of training
each need).
c) Explain your answers.
|
Performance Dimensions |
|||||||
|
Employee |
A |
B |
C |
D |
E |
F |
G |
|
Dawson |
5 |
4 |
3 |
5 |
2 |
4 |
3 |
|
Anderson |
4 |
4 |
1 |
5 |
5 |
3 |
2 |
|
Barker |
5 |
4 |
3 |
5 |
2 |
4 |
3 |
|
Trebek |
5 |
3 |
2 |
4 |
2 |
4 |
2 |
|
Sajak |
5 |
4 |
2 |
5 |
5 |
4 |
3 |
|
Marshall |
5 |
2 |
2 |
5 |
2 |
4 |
3 |
|
Eubanks |
4 |
5 |
3 |
5 |
5 |
2 |
2 |
|
Cullen |
4 |
2 |
1 |
5 |
2 |
2 |
3 |
|
Clark |
2 |
1 |
1 |
3 |
1 |
2 |
2 |
|
Ludden |
5 |
4 |
3 |
5 |
2 |
4 |
1 |
A = Customer Service
B = Correct table
set up C = Accuracy in check preparation and use of cash register
D = Teamwork and
communication with coworkers
E = Knowledge of
menu items
F = Accuracy and
timeliness of order transmission to kitchen
G = Food handling
and preparation
2. Set training
objectives.
Based on your needs
assessment, choose one of the areas that require training and write ONE GOOD
training objective using the criteria on page 289 and the information in the
training notes. Of course, in real life, you would have multiple objectives,
not just one, but for the purpose of this assignment, just writeone really
good objective!Make sure you look at the example in the training
notes.Obviously, you will need to make some assumptions about the
conditions and standards. That’s okay; you’re in charge, so go right ahead and
set up your own standards and conditions.
3. Design
Training.
a. Based on
the training needs you identified, choose the methods you would use to train
your restaurant servers.
Your person analysis revealed some areas that require further training. Based
on the training needs you discovered in #1, apply the information in chapter 8
to describe the training methods that you think will be best for training the
employees in those areas. Justify your answers by explaining why the method you
picked for each dimension is the best choice.
b.Encourage transfer of training. Read thetraining notesand
text carefully to determine the ways that you can encourage transfer of
training. This is very important! If employees cannot transfer their learning
to the job, then your training time and money are wasted! Based on the
information in the text and notes, describe some things that you will do in the
design of your training program to encourage transfer of training. Make sure
that you clearly identify which of the factors that affect transfer that you
are applying.
For example, you might say that you will usedistributed practiceby
designing the training program so that employees have rest intervals between
practice sessions in order to increase learning and maximize retention of the
skills they learn.
4.Evaluate
Training.
a.To
take a break from designing this program, you meet a friend for lunch. Your
friend works for a canoe business and asks you to help her evaluate the
training program she recently implemented. You agree since this might help you
with your own training program!Use the data in WB exercise 8.4 to respond
to the following questions:
· What types of
evaluation criteria were used in this case (see p. 315-318 of I/O
Psychology: An Applied Approach for the types of evaluation criteria: employee
reactions, etc.)?
· Which trainer should be offered the training contract? Justify your
answer based on the data.
b. Your boss (the owner of the restaurant) suggests that you just use
reaction criteria to evaluate your program. Do you agree? Explain your answer
and if you do not agree, then describe which criteria you think will be best
for evaluating your program.
