Organizational Learning, Training and Development assignment
HRMN 4840 – Learning, Training and Development Assignment – Winter 2020 Due April 2nd, 2020 INSTRUCTIONS This can be completed alone, with a partner, or in threes. Required: · Read the scenario below. · As a consultant, you must complete the requirements and submit them to me in written format. · The total page count, should be a maximum of 5 pages. · Font size should be no smaller than 11pt. Please use a reasonable font type (e.g. Calibri, Times New Roman). · I would prefer if you submitted a Word document (not a PDF), but if you have to submit a PDF, I will accept it. · The filename should be your student number(s) · On the first line of your submission, please type your STUDENT NUMBER(S), the course number and the date. (NO NAMES PLEASE) Example: T00123456, T00234567 HRMN 4840_0# MM DD, YYYY · Bullet points can be used within your submission if that helps. · Assignments should be submitted to Moodle (or via email to
[email protected]) by the due date. · Marks will be deducted if you violate these requirements. ASSIGNMENT SCENARIO You have been brought in to consult for a medium-sized Italian restaurant located in downtown Kamloops. The restaurant serves authentic Italian cuisine in a comfortable, upscale environment. The menu consists of appetizers, entrees, desserts, and serves alcoholic beverages (mainly wine). Appetizers range in price from $8 to $15; entrees range in price from $18 to $30; and desserts range in price from $8 to $15. Wine is served by both the glass and bottle, with bottles priced as high as $200. Customers are allowed to bring their own wine, but they need to pay a corking fee in order to do so (a corking fee is a standard charge for being able to bring your own wine). The restaurant has operated in Kamloops since 1990. The restaurant is open for lunch and dinner and operates six days a week, Monday excluded. There is a slightly modified menu for lunch (smaller portions at cheaper prices.) The restaurant employs approximately twenty people consisting of chefs/cooks (those who prepare and handle the food), kitchen staff (those who assist the cooks and do the majority of the cleaning and washing), waiters, waitresses, and hosts/hostesses. Waiters and waitresses have assigned sections of the restaurant and the host will seat people in a manner that ensures no particular section is too busy. The restaurant used to have busboys and busgirls (employees who cleared and cleaned tables), but in a cost cutting measure the waitstaff is now responsible for clearing and cleaning their tables with the help of the kitchen staff and the host/hostess. The manager oversees both the front (the seating area) and the back (the kitchen) and reports directly to the owner who is rarely seen at the restaurant. Recently, the restaurant has not been doing as well as years past. Friday and Saturday nights are not as busy as they once were and reservations are no longer needed. You were contacted by the owner who showed you a few online reviews the restaurant had received. “Not worth the money” – Customer One “It used to be a great place to eat. What happened?” – Customer Two “I loved this place as a kid, but it has definitely gone downhill.” – Customer Three Part 1) The owner would like you to look into what is going on at the restaurant in order to find out why business is not doing as good as it once was. Describe, in detail, the steps you would take to discover what the problem at the restaurant is in order to discover if training is a potential solution. Part 2) After analyzing the situation, it is evident that there are two main issues and both seem to focus on the waitstaff. The first is that some staff lack sufficient product knowledge. For example, several employees are not sure what products on the menu are gluten-free, while other employees do not know the difference between different types of pasta. The second issue is that some staff lack customers service skills. Either they do not know how to properly take an order and deliver the dishes or they come across as rude and unhelpful. Note that a few employees have both issues and no, you have not been given permission to fire anyone. The owner has given you a three-day period in which you are to address the situation through the use of training. You are required to report on the following: · Decide who should be trained. (Would everyone be trained in everything or would you make any exclusions?) · Write the training objectives. (What would you like the employees to know at the end of the training?) · Decide what the content should be. · Decide what methods would be appropriate to train the employees. (You can use both off-the-job and on-the-job methods.) Make a note of any materials you may need. · Describe how those three days might look. What would you do on day one? Day two? Day three? (You have been given permission to shut the restaurant down if you wish and you can choose any three days of the week.) · Discuss how you would evaluate the training to assess its effectiveness. What measures would you look at to assess the success of the training? Are your measures capable of evaluating all aspects of the training? Does your evaluation address your training objectives? Due to a lack of information, you may need to make assumptions. Please state any assumptions you are making.