HRMG3505 Assignment: Talent Development Program Needs Assessment

This assignment is a needs assessment plan for a talent development program, focusing on customer service training within an organization, likely Starbucks, as indicated by the references. The student begins by outlining the organization's mission, vision, and objectives, highlighting the importance of customer satisfaction and employee motivation. The assignment then details a strategy for gathering information at organizational, task, and individual levels. It identifies specific questions to be asked, sources of information (e.g., customer satisfaction reports, interviews, surveys, document reviews), and data gathering methods (e.g., interviews, surveys, document review, observation) to assess current performance and identify areas for improvement. The rationale for selecting these methods is also provided, emphasizing the need for both qualitative and quantitative data to inform training and development initiatives. The assignment adheres to the provided guidelines and uses the provided resources such as the text book and the internet to support the plan.

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

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TRAINING AND DEVELOPMENT
Table of Contents
Background................................................................................................................................2
Vision and Mission Statement...............................................................................................2
Information Requirement.......................................................................................................2
Rationale................................................................................................................................7
References..................................................................................................................................9

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TRAINING AND DEVELOPMENT
Background
Vision and Mission Statement
The mission and vision statement of Starbucks symbolize leadership in the field of
coffee industry and the market of coffeehouse. Starbucks initiated its first international
branch in Vancouver in Canada in the year 1987 (1). Since then, the company claims to come
up with the best as mentioned in its vision. The mission statement is representative of what
Starbucks does to impress its clients while the vision statement stands for the business
strategy to achieve a desirable goal in future.
The mission statement suggests that the purpose of Starbucks is to motivate and foster
the human spirit with one cup from one person to one neighborhood indicative of the idea of
expansion of business (2). The objective of Starbucks is to take care of the employees and the
customers at the same time while taking care of the development and extension of the
business by meeting every expectation of the customers and the employees (3). The vision
statement hints at ascertaining the company as highly qualified supplier of the purest and the
best coffee in the whole world as well as abiding by the unchangeable principles it apply to
grow. It claims to lead the coffee industry leaving behind any other companies in this field by
providing the customers with the highest quality of coffee. It looks forward to maintain its
ethical conduct and aims to stick to it under any circumstances for the development of the
company as a whole (4).
Information Requirement
Level Information
Required; Questions
to ask?
Source of Information Methods of gathering
data

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TRAINING AND DEVELOPMENT
organizational  How can this
company
compare and
contrast its
customer
service with
that of its
contemporary
companies?
 What
opinions have
been received
from the
customers
regarding the
service?
 What is the
call of the
authority on
this issue?
 What
strategies
should be
implemented
 Customer
Satisfaction
report
 Internet
 Internal
customer
Satisfaction
Report (5)
 Chief
Executive
Officer
 Board of
Directors,
Operation of
Manger
 Meeting
Minutes
Statistical Review
Review of the Document
Interview
Interview
Review of the document

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TRAINING AND DEVELOPMENT
by the
organization?
 Strategic
management
Person/ Performance  What are the
particular
issues that are
detected by
the managers
to be faced by
the
employees on
a regular
basis of
providing
service?
 What are the
issues
identified by
the
employees to
have faced by
them?
 Do the
managers feel
that the
Managers
Employees
Managers
Interview
Interview
Survey
Interview
Survey

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TRAINING AND DEVELOPMENT
employees
have the basic
and necessary
skills required
for the
service?
 Are the
employees
confident
enough about
their skills in
customer
service?
 How would
the managers
rate the skills
of the
employees?
 How do the
employees
rate them on
the basis of
their
performance?
 How do the
Employees
Managers
Employees
Employees
Managers
Employees
Interview
Survey
Interview
Interview
Interview
Survey
Interview
Survey

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TRAINING AND DEVELOPMENT
employees
perceive that
the customers
and managers
think them to
be
performing?
 What are the
feedbacks
usually
received by
the
employees for
their
performance
by the
customers?
 What are the
feedbacks of
the
employees
regarding the
support for
their
improvement
Employees
Managers
Employees
Survey
Interview
Survey

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TRAINING AND DEVELOPMENT
?
 What are the
rewards
offered to
motivate the
employees for
the
betterment of
their job?
 How satisfied
the
employees
are regarding
the incentives
and
appraisal?
Task  What are the
required steps
to be
followed to
improve the
service?
 What are the
primary
concerns of
Existing Job
Description
HR and Managers(6)
Managers
Employees
Managers
Review of the Document
Interview
Survey
Interview
Observation
Interview

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TRAINING AND DEVELOPMENT
the job?
 What are the
skills required
for the
improvement
of the
performance?
Employees
Subject Matter Experts
Rationale
The method of interview has been chosen because it would be helpful in collecting
qualitative data. In interview not only the opinions of the customers will be considered but to
maintain a balance and transparency in the process the opinions of the managers and the
employees are also taken into consideration. Survey will be assisting the company to find out
the quantitative data regarding customer service. The quantitative data will be helpful in
analyzing the figures which are the quintessential factors of communication regarding
customer service to the senior officer in managerial position (7). Only after getting approval
from the authorities the proceedings can be carried out.
For instance, Document Review can be a good source of collecting data regarding the
steps that can be implemented in order to improve the customer service (8). This helps in
reviewing whether the required fields are already fulfilled and met by the employees are not.
This will be aided to understand whether the information that are obtained from the review
must be consulted by the managers to improve the condition or not.

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TRAINING AND DEVELOPMENT

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TRAINING AND DEVELOPMENT
References
1. Broadway MJ, Legg R, Bertossi T. North American independent coffeehouse culture:
a comparison of Seattle with Vancouver. GeoJournal. 2019:1-8.
2. Garthwaite C, Busse M, Brown J, Merkley G. Starbucks: A story of growth. Kellogg
School of Management Cases. 2017 Jan 20.
3. Winarti CE. Factors affecting Brand Loyalty: a consumer survey at Starbucks Coffee
Cafe in Setiabudi Building, South Jakarta. Russian Journal of Agricultural and Socio-
Economic Sciences. 2018;8(80):259-66.
4. Wu HC. What drives experiential loyalty? A case study of Starbucks coffee chain in
Taiwan. British Food Journal. 2017 Mar 6.
5. Real K, Percell H. Starbucks Corporate Social Responsibility Report.
6. Campbell K, Helleloid D. Starbucks: Social responsibility and tax avoidance. Journal
of Accounting Education. 2016 Dec 1;37:38-60.
7. Shirdastian H, Laroche M, Richard MO. Using big data analytics to study brand
authenticity sentiments: The case of Starbucks on Twitter. International Journal of
Information Management. 2019 Oct 1;48:291-307.
8. Broadway MJ, Legg R, Bertossi T. North American independent coffeehouse culture:
a comparison of Seattle with Vancouver. GeoJournal. 2019:1-8.