KFC Training and Development Report: Addressing Supply Chain Problems

This report provides a comprehensive analysis of KFC's training and development program, specifically addressing challenges in supply chain management and delivery services. The report begins by outlining the organizational context, highlighting issues related to raw material supply and efficient product delivery, particularly in Britain. It identifies key training participants, including employees, managers, and trainers, and emphasizes the importance of the program in improving customer satisfaction, restoring accountability, and enhancing transparency. The report then delves into the benefits accrued to participants, focusing on skill development and performance gap reduction. It explores Kolb's experiential learning theory as the foundation for the training program, detailing the four stages: concrete experience, reflective observation, abstract conceptualization, and active experimentation. The report also describes the methods of delivery, including discussions, audio-visual presentations, simulations, case studies, and role-playing. The objectives of the training plan are clearly defined, focusing on improving supply chain efficiency, training managers, and optimizing delivery routes. The report concludes with instructions for trainers, emphasizing the importance of adaptability and evaluation through feedback. This assignment provides valuable insights into KFC's approach to employee development and operational improvement.

Running head: TRAINING AND DEVELOPMENT
Training and Development
Name of the Student:
Name of the University:
Author Note:

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Organization, Participants and the Need
Kentucky Fried Chicken is the one of the oldest organizations operating in the fast food
industry was established in the year 1930 and started its franchisee business in 1952. It was also
one of the first few companies in this sector to expand out of America internationally and now
operates over 20,000 locations over 123 countries almost. KFC as a firm is well known for both
its products and its services all over the world. However, of late it has been facing issues
regarding the smooth supply of the raw materials used and also the delivery of products to the
customers quickly and efficiently. According to many of the reports and feedbacks analyzed, the
customers are not happy with the delivery services provided by the firm and want the firm to
effectively apply methods so that there is faster and better delivery of goods on time (Owens,
2018). Also, data analyzed has brought to light the problem of efficient supply of all the raw
materials needed to manufacture quality products, something the firm has ensured since the
beginning. These problems have been mostly observed in Britain where the firm ended its
contract with Bidvest midway and entered into partnerships with DHL and Quick Service
Logistics in spite of a lot of warnings from the GMB Union (supplychaindigital.com, 2018).
Thus, the firm will have to take up steps so that there is proper management of the supply
chain being handled by the managers in co-ordination with the resources of DHL and also
provide rigorous training to the employees of KFC who are involved with delivery of the
finished products to different customers on time. The training participants will thus include, the
employees forming the coordinators between DHL and KFC stores and also the employees who
delivery the food. It will also include the people who are responsible for allocating the whole
amount of delivery among the various employees. Apart from these participants the other
participants included in the process of training will be the managers and the human resource

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management trainers. It will also include the experienced logistic trainers who will be involved
with evaluating and monitoring the process of training and development being imparted and will
also be responsible for implementing changes needed, if any.
This training and development is very crucial and important for the firm as it will help the
firm to only better the situation existing in the context of customer satisfaction and will also help
the firm to understand the techniques and strategies that it can apply in the other stores around
the world so that the delivery, logistics and supply chain management process existing in the
other countries and stores can be made even better. The process most importantly will help
restore accountability and credibility that is lacking in the employees at this moment. It will also
increase the transparency prevalent in the firm and also help in concentrating all the information
that both the employees and the managers need to share. This in turn will help the managers to
know about the problems that the employees are faced with in context to the delivery needs and
the supply of raw materials, that is, how the needs of the customer have changed and how that
implies changes in the logistics and supply chain management too. Also, the managers will be
able to strategize techniques that will help overcome the problems with the advice and help from
the higher authorities and hence help build new goals and objectives for the firm.
Benefits Accrued to the Participants
The very reason behind framing the training plan and then executing and conducting the
program is because of the need of the reduction of the performance gap that has been identified
in the area of supply chain management and also the delivery of the raw materials to the
customers. The training program has to be built and executed in coordinated way so that the
employees can have better set of skills with respect to both allocating the work in an efficient

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manner and also delivering at a fastened pace. It will also help the supply chain employees
working together with DHL to set up policies and methods so that there is sufficient supply of
the raw materials on time. It will also benefit the managers in allocating the employees and
rearranging them in the order of best fit, that is, placing the employees in the correct departments
according to their capabilities and also according to their ability of handling different situations.
On the part of the trainers, it will give them the opportunity to know about the problems faced by
the employees associated with and working in the concerned fields and also about the view of the
managers as to how they should be trained so that the training goals are in line with the long run
goals and objectives of the firm.
Training Theories and Application
The theory of Kolb which is an experimental theory states that cognition, behavior,
experience and perception form a holistic contribution and each of these factors should be
worked upon for conducting a complete training and development program and imparting the
right kind of training. It focuses on the fact that learning is created through the change of a series
of experiences (Kolb, 2014). It also particularly focuses on the learning process of every
individual. It is a cyclical process of learning that is taken up and there are four stages of the
entire training process which are to be compulsorily followed in a sequential manner. These
steps include Concrete experience, Reflective observation, Abstract conceptualization and Active
experimentation. In this process the experiences gathered over time are changed into reflection
and concepts. These reflections, concepts and methods are then used in the form of guides and
processes to carry out further active experimentation and also the choice and preferences of the
implementation of new experiments are chosen based on the estimates (Flinders et al. , 2013).
This whole process of providing training and development will be used for framing and

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implementing the training and development plan. This is because it will help the trainers to have
an initial insight into the practical hindrances and problems faced by the employees who are
going to be trained and whose capacity is to be developed and will help them in allocating the
responsibilities and work of both the employees and the managers.
Method of Delivery
The method of delivery of the program will be such that it ensures a holistic development
of the capacities of not only the employees but also the entire system where the performance gap
has been identified. Hence the following measures will be taken to deliver the training
Discussion: Firstly interactive discussion sessions will be held in order to ensure that
there a list of problems and the countering solutions to those problems. The method of discussion
will also help to bridge the gap between the supply chain employees and the employees
delivering the finished products (Cascio, 2018). It will also help ensure that the solutions based
on which the training is being conducted is ultimately helping to reach the objectives of the firm
in the long run.
Audio-Visual: The first part of the training will involve showing the participants, the
experiences of the employees in the two teams as well as the employees of the other firms who
have also faced the same problem (Noda et al., 2015). It will help the employees of the supply
chain department to know the experiences of the employees involved with the delivery and vice
versa. This will ensure that the two groups come across the ideas that each other has about the
workings of the two departments.
Simulations: This process is very effective and the most important method of delivery
where the trainees are made to face the situations where the problems have risen and made to

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enact the way in which they have to from then in order to overcome the performance gap (Hays
& Singer, 2012). It will help all the trainees and managers to know about the interpersonal skills
of each other and help in increasing the productivities of the employees in a memorable and
retainable manner.
Case Studies: Particular case studies will also be discussed as well as simulated so that
the employees are well acquainted with the different scenarios that might arise and so that the
employees are able to address the challenges associated and answer the problems of the
performance gap better (Goetsch & Davis, 2014).
Role Play: This is the most effective and important method that will be implied for
delivering the training as it will help the employees of the supply chain department and the
employees of the delivery department to enact and come up with instant solutions (Schlegel et
al., 2012). This will help to build in them the nature of problem solving and coming up with fast
and efficient delivery solutions.
Objectives of the plan
As mentioned earlier the program is being framed and implemented in order to overcome the
shortcomings and the performance gap located and identified in the areas of supply chain
management and delivery of the finished products. The program will thus aim towards achieving
the following objectives:

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 Increasing the efficiency of the supply chain employees in coordinating the process of
delivery of raw materials in between DHL and Quick Service Logistics and the various
stores where this problem is being faced by the employees
 Training the managers on the basis of their experiences so that they can coordinate with
the employees of the logistics system regarding the issues of better cost structures and
other compensatory issues so that the raw material supply system runs effectively and
smoothly.
 Training the delivery employees in such a way that on the basis of their experiences they
can strategize the routes of delivery and also get deliveries allocated on the routes that
they are most acquainted with
 Training the managers involved with allocation of delivery of the finished goods so as to
ensure that they take up orders only in ways such that they fall under the different routes
that the experienced employees are familiar with and also building a separate team for
routes that are unfamiliar and where this new team is comfortable in delivering
Instructions for the trainer and Feedback Evaluation
For any kind of training program it is important that the trainers are themselves well
equipped and knowledgeable about the various problems as well as the solutions to those
problems. It is also important for them to have answers for the various questions and
situations that might have cropped up on the part of the employees while they are imparting
the training. Thus, the following set of instructions should be followed by the trainers
effectively:

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 The trainers should be ready to be available at the timings which are most suitable
according to both the managers as well as the employees
 The trainers should be able to initiate a process where the training provided addresses
the challenges f the two teams using the same approach
 The trainers should be able to use information gathered with the help of smart devices
to imply the techniques and strategies used by other firms in the same departments of
other firms in an improvised and different manner
 The trainers should also help the managers or at least assist them in formulating
methods by which the process of supply can be streamlined depending on the
inventories and the cost structure
The trainers and the managers should evaluate and monitor the feedbacks for the different
employee participants both internally and externally. In the internal context, the managers should
be holding extensive sessions with the trainers and the employees on a one on one basis so that
the employees can be judged and also their views and level of confidence can be judged after the
imparting of the training sessions. The external context of sessions with respect to monitoring
and evaluating the performance of the employees is based on the feedbacks and the level and
types of complaints provided by the customers at the end of the training session or even during
the session. The evaluation and monitoring being the most important part of the training that
helps in understanding and measuring the change in the amount of productivity, should be
carried out with a lot of accuracy. The measuring of the productivities should also be based on
proper parameters and factors.
Resources and Technology Required

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The resources required for the training and development process include all the materials and
equipments that are required right from the needs of the classroom training to the increase in the
networking between the employees of the firm as well as the employees of the firm and the
customers. The resources required for the training and development process are enlisted below:
 The smart devices that help in storing, collecting and processing the information of both
the strategies and techniques used by other firms and the information based on the
feedbacks of the customers
 Equipment needed to analyze the change in productivity of the employees before and
after the training is imparted
 The classroom and equipments needed for the audio-visual techniques and methods of
imparting training
 The other resources are in terms of logistical requirements that will ensure that larger
amounts of products are delivered at a fastened pace as compared.
 The other forms of technology required are the applications and software that will help in
ensuring proper and accurate allocation of both the work and also the allocation of the
employees in the proper departments according to their specialized skill sets
Other Essentials Required
List of handouts, presentations and notes for the trainees and the trainers will include all
the matters and subjects on which the training in the classrooms will be provided along with all
the different set of policies and rules that the managers, employees and trainees need to follow
while the process of training is being conducted and carried out. It will also include the set of
objectives and goals that are to be reached with the help of the training process and the

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performance gap identified and how each department is supposed to contribute towards
overcoming this gap with increase in their respective productivities.
Location
The location where the training process will be imparted will include the office where the
trainees from the respective can meet conveniently. The location of the training for the
employees involved will also include the various stores where the delivery complaints have been
received as the change in the productivities and also the feedbacks of the customers need to be
evaluated and monitored.
Staff
As mentioned earlier, the staff will include the set of participants who are involved in the
process of training involve the employees concerned with coordination of supply management
between DHL and KFC stores and also the employees involved in delivering the goods from the
stores to the customers. The other set of staff will include the managers and trainers involved
with monitoring and evaluating the effectiveness of the training and development process being
undertaken to address the challenges and issues of the performance gap.
Budget
The entire process of training and development in this particular case is very important as
it involves a lot of costs and investments that will cause the firm to incur quite some amount of
expenditure. The list of particulars along with the approximate amounts of expenditures is
presented in a tabular form as follows:
Particulars Amounts

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Applications and Software $5,000
Compensation of external trainers $4,000
Smart Devices $10,000
Logistical Equipments $20,000
Audio-Visual Equipments $10,000
Total Expenditure $49,000
Thus, it can be seen that in order to effectively carry out the entire training and
development program an estimated cost and expenditure of $49,000 will have to be incurred.
However, it is important to note here that this estimated cost is just an approximation and the real
implementation costs can vary depending upon many other factors or variables that will affect
this situation.
Possible Barriers
Like every other new process or change management procedure that is implemented in the
corporate world, this process and plan of training and development will also be faced with some
possible barriers and these are discussed in details herein:
 There can be a situation where in the managers do not perceive this process to be the
most efficient process or does not even consider the performance gap problem to be
something that needs to be worked on.

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 The process can only be successful when there is equal participation from the different
sections of participants failing which the plan will not be executed in the most efficient
way
 The higher authorities might not be agree to implement plans and procedures that will
cost the firm this amount and might end up prioritizing other needs more