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(pdf) Training and Development Plan
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Added on 2021-06-17
(pdf) Training and Development Plan
Added on 2021-06-17
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Running head: TRAINING AND DEVELOPMENT PLANTraining and Development PlanName of the Student:Name of the University:Author Note:
1TRAINING AND DEVELOPMENT PLANBackground of McDonald’s McDonald’s is one of the oldest and best established fast food chains established in 1940and is well known for the variety of products and also the state of the art services provided by thefirm. It is reported to be one of the best companies operating in the fast food industry(Ravichandran et al., 2015). The company considers the need of providing best quality trainingand development programs to better the skill sets of the employees and also expose them to agreater number of opportunities in the field of career development. The most important fact inthis context is that the firm uses techniques and strategies in their training plans and programsthat are I line with the business objectives of the firm. Increasingly, the firm has noticed a performance in gap in most stores if not all storeswhere it is currently operating especially in the context of customer servicing and management.There are reportedly long queues in every store and so the customers are not feeling the mostcomforted and are often ending up complaining. Further there are a lot of new employees andalso quite a good proportion of employees who are not aware of the new deals and offers and arealso not able to properly assist the customers with respect to the specifications andcustomizations of different products that they produce and sell. Thus, the firm increasingly needsto focus on this problem and make sure that the performance gap identified in this context isreduced and in fact removed if possible (Dhar, 2015). Thus, the firm will have to take propersteps to ensure that a proper training and development plan is both formulated and implementedso that the employees are able to better cater to the needs of the customers and the clients. Thisplan is both built and demonstrated with the help of this paper.Participants:
2TRAINING AND DEVELOPMENT PLANAs the performance gap has been identified in the customer servicing and managementsection of the firm and needs to be worked upon, the training is to be provided to the employeesdirectly involved in providing services to the customers in the different stores where this problemhas risen, that is the workers who are involved with billing, serving the customers and interactingwith customers directly on a daily basis are the major participants (Zhu & Sharma, 2017). Thiswill also be accompanies by the managers working in the store management section so that theyhelp and groom the employees accordingly. The managers will majorly be responsible formonitoring and availing the entire process and hence making sure that the productivities of theemployees in the respect of performance gap is improved most importantly. Further, the humanresources managers trainers will also form the most important group of participants who will beboth providing the training as well as evaluating the assessments and results of the trainingprocess. The amalgamated efforts from the employees that need to learn about the product, aboutmanaging long lines of the customers and gain knowledge about the various promotional orongoing discounts and offers. This will not only help the employees to perform better and help inremoving the dissatisfaction of the customers, but it will also eventually help the firm as a wholeto adhere to the business objectives of maximum customer cooperation and satisfaction and alsohelp to increase the revenue generation of the firm. On the part of the trainers, the trainingprogram will allow them to know about the views and problems of the employees. It will alsohelp them in understanding how the current customer market scenario is different and why arethese problems arising. On the part of the managers, they will be able to act as coordinators andalso as evaluators of the entire process and so will be able to take proper initiatives and stepstowards informing the highest authoritative body of the firm about these problems and hence
3TRAINING AND DEVELOPMENT PLANformulate new strategies and techniques through disruptive models so that the firm as a whole isable to cater to the changing demands of the customers.Program PlanTo address the challenges faced by the firm and in order to reduce the problems in thecontext of customer servicing as described above the firm needs to formulate and frame a plan oftraining which is described in this section of the paper.Learning Theories UsedThe two most important theories of training and development that are to be used by thefirm in this regard are the theories of connectivism and behaviorism (Cascio, 2018). The theoryof behaviorism states that the employees should be behaved and groomed in such a way that theyare able to behave and hold themselves up in the very same way in front of the consumers. In thiscontext the training plan should include features that ensure behavioral techniques along withproduct and offer knowledge.The theory of connectivism states that the training plan should be framed and formulatedin such a way that the trainers feel connected and can place themselves in the shoes of theemployees and understands their problems so that they in turn are able to relate to the problemsof the customers and help them out effectively. In this context, again the employees will be ableto understand the reason and thought process of the consumers’ complaints and hence providethem better services. Objectives of the plan:
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