Training Needs Analysis Essay

The analysis will subsequently examine the performance gap at both the operational and person level. This is done so that information can be collected about the job’s specific knowledge, skills and attitudes (Soak’s) and other qualifications. This will also help in identifying the group of individuals that do not meet the expected performance requirements and that will benefit from a training session. The nature of the need will result to be reactive because the performance gap is occurring in the present and it is already affecting the productivity of the company. As a result, the TAN will need to be completed quickly to ensure profitability.In addition, the analysis is going to confirm that training is an adequate solution for the performance gap found at Rooftop Pizza.

Among the employees, only some of them will need training to correct their performance gap and to improve their knowledge related to the food serving process in the restaurant. After performing the training it is expected that Rooftop Pizza will improve its service quality and consequently obtain a higher level of customer satisfaction. A Training Needs Analysis is important and could have a crucial ole when a performance gap significantly affects the health of the organization.It ultimately helps organizations understand the root cause of the gap and eventually to formulate the most suitable training to eliminate the gap. This analysis also assists in correcting performance problems and in determining those employees who require the training as training should be provided only to those who require it as a correction in job performance. Thus, this Training Needs Analysis will help the organization to appropriately invest resources in training to those who will truly receive benefits from it, allowing the Company to be both effective and efficient.ORGANIZATIONAL ANALYSIS Rooftop Pizza is a successful Malaysia new corporation, operating as a casual dining restaurant and sports bar in one. This concept attracts a large number of customers with varying demographics: from families to teenagers to young and Older adults.

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By reading the distinguished slogan, ‘You’re among friends at Rooftop Pizza”, it is clear that maintaining a relaxed, comfortable, team- based atmosphere and achieving high customer satisfaction is very important for this large successful restaurant chain.The mission of the company clearly souses on reaching an outstanding level in the foddering businesses worldwide, by selecting and training the best people. Management believes that selecting the best people will facilitate the aforementioned goal. Rooftop Pizza’s mission reveals management’s belief that the key to success is the people in the company. Thus, management pays a significant amount of attention to the selection and training of employees, ensuring that the best personnel are working for the Company, and therefore providing an excellent service to customers.Rooftop Pizza’s corporate mission statement highlights heir values; “To be a world class in foddering business. ” Establishing customer relationships and maintaining customer loyalty through excellent service is crucial to the success of a business in the service industry. The general consensus of the publics perception on Rooftop Pizza’s organizational practices is quite counteractive.

Overall, Rooftop Pizza’s continued profitability hint at its exceptional practices and organizational effectiveness. However, a closer examination at an Operational level can give us a closer insight Of a possible need for developing a training session.A thorough examination of the human resources of the Company, which refers to the level of the knowledge, skills and attitudes (Soak’s) of the employees working for Rooftop Pizza, has to be conducted to understand what kind of training employees require and whether they actually need it. An analysis related to the policies of the Company and reward system should be made available to the managers, supervisors and incumbents in order to understand and evaluate how this examination relates to the employees in their job performance at Rooftop Pizza.

Questions should be asked if incumbents are aware of what level of job performance is expected of them, and if they receive appropriate feedback in order to determine if their job performance is acceptable and how it can be improved. Rooftop Pizza’s mission and objectives can be summed up with their “commitment to improve the Guest experience”. Customer satisfaction is crucial in giving the right feedback to the management level, and as a result of many complaints, an investigation between customers, employees and managers has to be conducted, through using specific surveys and interviews focused on understanding the nature of the gap.SOOT ANALYSIS The SOOT analysis is a strategic evaluation tool used to define Rooftop Pizza’s internal strengths and weaknesses, as well as external opportunities and threats. 1 . STRENGTHS The following strengths have helped Rooftop Pizza establish itself as a respected national franchise brand: Opened more than 10 new locations in three years.

Strong brand positioning due to wide distribution channels. Appeal to a wide target group with an average income. Low food costs (pizza is 23-24 percent of food costs in comparison to ribs and other entersees).

First chain to be trans-fat free in all menu items. Graded A every time of food AS inspections. . WEAKNESSES The following outlines Rooftop Pizza’s internal weaknesses that may hinder the company operational activities: Older franchisees are more resistant to change. Rooftop Pizza must persuade those regarding renovations and innovative campaigns. Media budget is directly affected by percentage of sales from previous campaigns. Lack of measurement on some promotional aspects. No formalized marketing review process can lead to internal miscommunication.

Expectation for the company to out-perform its previous milestones. 3. OPPORTUNITIES There are numerous opportunities for Rooftop Pizza to expand its target arrest through effective advertising and promotions. The following opportunities can help Rooftop Pizza increase brand awareness and revenue: Increase in the awareness of take-out delivery. 57% of consumers would like to see more casual dining restaurants offer takeout. Increase in healthy eating and wellness trends. Malaysian have a strong demand for low-fat, low calorie menu items.

Increase in popularity for online food ordering. 4.THREATS Changes in the external environmental may present threats to Rooftop Pizza.

Some possible challenges are listed below: Increase in competitive landscape leads to smaller market share for Rooftop Pizza. Global economic recession negatively affects the restaurant industry because individuals will choose to eat at home. OPERATIONAL ANALYSIS Serving is a very complex job that requires many different skills and abilities. Through observation and own experience in the service industry, we, training team have come up with the basis for what is required of a server to perform their job effectively.Serving is a job with a lot of constraints that will affect the type of people who perform the job, and the way in which the job is performed. Most servers a young, 1/5 of workers are between the ages of 18 o 24 years old.

As well, the majority of servers are part-time, using the job as a temporary means of cash while they are in college or until they find a more permanent career. Wages in the service industry are mostly comprised of tips, and the hourly wage is therefore generally lower than the minimum wage required for other occupations.It also means that the motivation to work hard is built right into the job, as servers are more or less responsible for their own income.

Usually, the better server you are, the higher your tips will be, and therefore the more money you will make. Because of this, many restaurants have a more hands off approach to their servers and do not worry as much about keeping them motivated to do a good job. This also usually works in the organizations favor, because servers are more likely to want to sell more expensive items to increase their bills, and therefore their tips.Most serving jobs also do not have any minimum educational requirements. However, most restaurants do not have this as a requirement. Restaurants may require other, more job-related previous experience than educational. Many serving jobs do not even require previous experience, and Irving can be a first job for many individuals.

This means a trainer could be working with people who have little formal education or other job experience. Serving is a very fast-paced and stressful job. It requires a great deal of multi- tasking, as well as someone with a decent memory.As well, serving demands someone who is great at interacting with people. The number one aspect of serving is customer service, and a server’s wage can be dependent on their customer service ability as tips are generally reflective of the service.

As well, serving is a job that requires people to be on their feet for extended periods f time, with little to no break. On a busy night, a server can work for up to 8 hours without sitting down. The main duties involved in serving include seating people, taking customers’ orders, serving food and beverages, preparing bills, accepting payment and cleaning tables.Larger restaurants will have support staff that help servers in terms of seating guests and cleaning tables so that servers can put more of their focus on their guests. In these restaurants, the server’s job is narrowed to taking orders, explaining the menu, serving the food, and ensuring the guest is enjoying their visit and their DOD. Serving can be more casual or more formal depending on the restaurant. Servers need to know a number of things in order to do their jobs properly. Knowledge of the menu and specific ingredients is very important.

Servers need to be able to answer any questions guests may have regarding the menu. As well, they should be knowledgeable of the ingredients found in the meals for allergy purposes. Servers also need to know the table numbers for the restaurant, and how the system used to punch in food works. Most restaurants will also have some sort of steps of service that servers must be aware of and follow. Multi-tasking is one of the most important skills of a server. A server must be able to remember and accomplish multiple things at once, especially on a busy night.Most servers will have more than one table at one time, and this will require them to keep track of what each table asked for. The right attitude is vital part of any serving job.

The server’s attitude is what can mean the difference between having a good night with lots of tips or not. Servers have to be very friendly, out-going, and upbeat no matter what. Each table is looking for individual, excellent service.

People are generally not ere forgiving to a server who is busy and provides poor service as a result. Servers must always remain counteractive when talking to tables, and not allow the fact that they are busy or stressed to be seen.People will tip better if they think the Server Was busy, but they still managed to provide excellent service. The duties and skills that are required and performed are universal throughout the restaurant business. However, each restaurant has their own specific duties that are expected from senders.

The number one concern and job of servers is customer service. The server’s main responsibility is roving friendly, accurate and fast service to all of their customers. Restaurants want their services to exceed customer expectations so that they will become returning customers.The servers that work at Rooftop Pizza have specific duties and responsibilities that they are expected to complete within their shifts.

Rooftop Pizza has hostesses that greet and seat customers. The servers must arrive 15 minutes before the start of their shift and punch in using the computer system. The servers should be in proper uniform upon arrival, black shirt, black pants, server pouch, pens, writing pad, name tag and hair pulled off the face. The servers must acknowledge the table immediately, welcoming them to Rooftop Pizza and introducing themselves.The must inform the guests of any specials or promotions that are currently going on and take a drink order. The server must then go to the counter station and punch in the table number, the number of guests at the table and then their drink order. The server must use a tray if there are more than two customers at the table. While the server is getting the drinks it allows customers to go over the menu.

When the server returns to the table and hands out the drinks they should ask if the customers would like to order mom appetizer.If the table does not want any appetizer the server should ask if they are ready to order or if they need some more time to decide. Once the table is ready to order the server must write down each individual order, on the pad that is provided to them, the specifics of the food order.

The server must know all of the side dishes and sauces that are available for each menu item. For example, the server should know that all of the entrees on the menu come with a starter salad, Caesar or garden, as well as a side. Once all of the food orders are taken the server should repeat the order to the customers to ensure that it is correct.The server must then return to a counter station and use the computer system to type in the food orders correctly. If there are starter salads or appetizer they should be sent to the kitchen first to ensure that they come out first. Once the order has been punched in accurately and the server has double-checked it, then the sender should send the order to the kitchen. While the server is waiting for the food they should go back to the table regularly and ensure that drinks are always full and get refills if they are not.The server must also ensure that all of the indigents, side plates and pedestals are at the table for when there food arrives.

If the server brings all of these at once it will save time later on in the service. The server should also be helping other employees by running food to tables and empty plates off tables. Furthermore, servers are responsible for clearing the dish pit and bringing clean plates back to the pass-through and stacking them So that the kitchen can use them for new Orders. Polishing cutlery is also a duty that all servers are responsible for.

Clean silverware must be available for the hostesses as well as servers to reset tables once customers leave. During this time, servers are required to multi-task and help all of the departments of the restaurant in order for it to function successfully. Once the expo has garnished the food and it is ready to go to the table the server must take it to the correct table and place the food in front of the customers.

The server must have Parmesan cheese and fresh ground pepper with them and offer it to the guests.The server then should wait two minutes and then go back to the table for a quality check of the food. If there are any complaints or the table is missing something the server must attend o their needs. The server must ensure that all Of the drinks are full.

Once the customers are finished eating the server must clear the plates or bring a doggie bag if they would like to bring their leftovers home. The server should try and clear as much as possible so that it is easier and faster to clear once the guests leave.The server should offer coffee, tea or dessert to the guests.

If the guests would like one of the options they have to punch it into the computer system. If they decline the server should ask if they would like anything else and then offer to bring the bill. The server must then go to the enter station open up the correct table and review the bill to ensure accuracy and then print the bill, put it in a billfold with some Rooftop Pizza mints and drop it off at the table. The server should let the customer know that Rooftop Pizza does accept cards.The sender should give the customer a few minutes to provide a means for paying for the bill. If the customer pays cash the server should bring back the correct amount of change.

If the customer would like to pay by credit card the server must reopen the bill take payment with the credit card and return the card and the slip to the customer ND wish them a good night. Once the customers have left the restaurant the server has to make sure that the bill is closed out and that they have kept a copy of the receipt. They must help the hostess clear the table and reset it for the next guests.The servers are usually cut by the manager on duty once the restaurant is not as busy. Once the server is cut (which means they do not have to take anymore tables for the night) they have to complete the side duties that are assigned to them. They must also print off their cash out report, organize their bills and make sure the cash that they owe is accurate. The server must then ask the employee who is closing to sign off on their cash out sheet before they are able to leave. The closer may ask the employee to do a couple extra duties before they are able to leave.

Once their sheet is signed they must give it to the manager and punch out of the system. PERSON ANALYSIS Our Needs Analysis has concluded that approximately 10 servers at the Rooftop Pizza in Slaying Branch could use some refresher training in regards to time management and teamwork. Although Rooftop Pizza works hard to ensure their staff knows how important teamwork is in a restaurant environment, there are a few servers who have missed the message and are finding it difficult to organize their own tables in order to be able to help out the other servers.We came upon this conclusion using a variety of sources.

Angelina is an employee at the Rooftop Pizza in Slaying Branch, and her observations have helped us decide which servers could use training. We also interviewed a manager, Pun Lillian, and a few of the servers. Finally, we asked the servers to give their tables anonymous customer surveys that were then dropped in a box on their way out.

A common theme emerged from Hess sources, which is that food is frequently being brought to the table cold and out of order.We found that some servers are missing the knowledge of how long different food takes to be prepared, and are therefore not sending their orders to the kitchen at the correct time. This is resulting in food being ready at inappropriate times. The appetizer, for example, are coming out at the same time as the mains. As well, because meals were being punched in at different times, they were not being prepared all together. There were a few examples of one person at a table getting their meal before the rest of the fable’s meals were ready. We were also able to identify which servers would benefit from a little training.Two of the servers we have identified are sometimes used to train new employees, so it is especially important they get the proper training so they can in turn be more effective trainers themselves.

These servers require some knowledge and skills training. Knowledge training would be helpful for these servers in order to teach them the time it takes for the meals to be prepared. As well, they need to be reminded at what stage to send each order to the kitchen so that all the food is prepared at the appropriate time. Focus needs to be teaching the importance of running food.Rooftop Pizza does not use heat lamps because they expect food to be run to the table when it is ready, not to sit on the counter. Therefore, the skills training needs to address this issue and ensure that the servers appreciate that regardless of what they are doing food needs to be run, and try to teach them better time management skills so they won’t get as stressed on busy nights. When a server probably plans their time, they are able to be much more helpful to the restaurant as a whole.

As well, they will be able to provide teeter service to their tables, and it could result in better tips for them.We were also able to identify which servers would benefit from a little training. Two of the servers we have identified sometimes train new employees, so it is especially important they get the proper training so they can in turn be more effective trainers themselves. These servers require some knowledge and skills training. Knowledge training would be helpful for these servers in order to teach them the time it takes for the meals to be prepared. As well, they need to be reminded at what stage to send each order to the kitchen so that al the food is prepared at the appropriate time. Focus needs to be teaching the importance of running food.

Rooftop Pizza does not use heat lamps because they expect food to be run to the table when it is ready, not to sit on the counter. Therefore, the skills training needs to address this issue and ensure that the servers appreciate that regardless of what they are doing food needs to be run, and try to teach them better time management skills so they won’t get as stressed on busy nights. When a server probably plans their time, they are able to be much more helpful to the restaurant as a whole.

As well, they will be able to provide better service to their tables, and it could result in better tips for them.CONCLUSION Rooftop Pizza’s growth plan for the 2009 fiscal year is an indicator of how large a role the training process will play out for each franchise. Currently, there are 20 million customers served all over Malaysia. The company goal of opening 5 to 10 new restaurants across Malaysia means there is expected to be 5,000 job openings between all franchise locations. Although its expansion is clear evidence that the company is successful and profitable, the raining needs analysis we conducted at a smaller scale for the Slaying Branch, leads us to realize that there is indeed a performance deficiency among the servers.This is of course a reactive measure, since customer feedback reveals that employees at this location are dissatisfied with receiving cold food. At Rooftop Pizza, “you’re among friends”.

This means that employees need to be trained on information related to cooking times. They also need to work together as a team to ensure the food they serve arrives hot and on time in an effort to improve performance and maximize customer satisfaction. Employees need to be trained with knowledge and skills to be more efficient in their tasks.A Training Needs Analysis is important and could have a crucial role when a performance gap significantly affects the health of the organization. It ultimately helps organizations understand the root cause of the gap and eventually to formulate the most suitable training to eliminate the gap.

In this Training Needs Analysis, we have taken the appropriate steps of a reactive approach: we have identified the problem, and the succeeding step of developing and implementing a training session will ensure this issue ill be prevented in future situations.