Identifying Training Needs: A BSBLED401 Assessment for Starbucks

This assignment, focusing on the BSBLED401 unit, analyzes the training needs of an organization, specifically using Starbucks as a case study. The student's work identifies the importance of understanding organizational mission and goals, job descriptions, and performance appraisals to determine training needs. The assignment details skill identification processes, skills audits, and consultation with supervisors. It outlines a training and development plan, including the importance of training, problems encountered during the plan, and strategies to overcome challenges. The assignment also covers the crucial aspects of maintaining training records, including what records to keep, their importance, and storage methods. Overall, the analysis provides a detailed overview of how to systematically identify and address training and development requirements within a business context.

Running head: TRAINING NEEDS OF AN ORGANIZATION
TRAINING NEEDS OF AN ORGANIZATION
Name of the Student
Name of the University
Author note

1TRAINING NEEDS OF AN ORGANIZATION
Table of Contents
Task 1.........................................................................................................................................2
Organizational Mission and Goals of Starbucks....................................................................2
Job Description.......................................................................................................................2
Performance appraisals..........................................................................................................3
Skill Identification..................................................................................................................3
Skills Audit.............................................................................................................................3
Consultation with supervisors................................................................................................4
Training Needs Analysis........................................................................................................4
Task 2.........................................................................................................................................4
Importance of Training and Development Areas...................................................................5
Problems Encountered During Training and Development Plan...........................................6
Strategies for Overcoming Challenges...................................................................................7
Task 3.........................................................................................................................................7
Records to be kept..................................................................................................................7
Importance of Record Keeping..............................................................................................8
Storage of Records.................................................................................................................8
References..................................................................................................................................9

2TRAINING NEEDS OF AN ORGANIZATION

3TRAINING NEEDS OF AN ORGANIZATION
Task 1
It is important for any organisation to understand where the training and development
is needed. In Starbucks the baristas need to be trained and a development plan must be made
for it. The area where training and development is needed can be identified by the mission,
goals, job description the performance appraisal identification of skill and by consulting the
employees. Training is needed for the development of the skills of the employees. The
company must make sure that the training that they give is in accord to the skills that is
required for the job (Noe, and Kodwani 2018).
Organizational Mission and Goals of Starbucks
The mission statement of the company is “to inspire and nurture the human spirit, a
person, a cup and one neighbourhood at a time.” (Mission 2020)
The mission statement of the company can help in understanding the marketing
strategies and the goals that the company has in mind. The company wants to build a
community that is warm and is welcoming towards people. The company is also finding new
and innovative ways in growing and by being present everywhere to connect with People.The
Company believes in having personal relations with its employees, retailers and customers.
The main aim of the company is to provide high quality of products, have a relaxing
atmosphere and achieve profit.
Job Description
The required job description for a barista in Starbucks is to make drinks and food
items according to the needs of the consumers. They will have to take orders, make the order
to the requirement of the customer, and operate the cash register (Tikson 2018). The baristas
also will have to clean and pack food items and drinks. The main aim of the barista is to
provide the customers with a comfortable and satisfied experience.

4TRAINING NEEDS OF AN ORGANIZATION
Performance appraisals
The appraisal that is done in Starbucks is done in two folds. The job performance is
measured first and then is shared with the employees. The performance is measured by a
customer content card. The customers can give their feedback on the card that is then used to
measure the performance of the employee (Feldmann and Kohler 2015). This is an effective
way to measure the performance of the employee. The employees are then given appraisal
based on the feedback that they receive from the consumer. By giving performance appraisal
a company can understand whether the training and development program is working and
what more can be done to make it better.
Skill Identification
The skills required for the job of a barista might seem simple, yet most of the
employees that apply do not have the skill set that is required by the company. The barista
must have great communication skill and also must be approachable by the customers. They
must have a warm and friendly attitude (Asfaw, Argaw and Bayissa 2015). The baristas must
have knowledge about the company and know how to operate the machines. They must be
able to make the drinks according to the needs of the consumers and must know how to
package the food items. They must have excellent salesmanship.
Skills Audit
The company have a three step process to hire the applicants. They can first scan the
resume and call the people who have the required skills. After the company has screened the
resumes and called the employees, they can then have an interview and asses the skills of the
employees. The interview will be helpful to know the nature of the employee and how they
can help the company in meeting the goals with the mission kept in mind.

5TRAINING NEEDS OF AN ORGANIZATION
Consultation with supervisors
The consolation with the supervisors will help in knowing where the skill gap of the
employees is in. The main skill gap that arises is due to the lack of training of the staff. It can
be seen from the previous employees that the main skill gap arises in communication;
operations and the technical know how about the job. Consulting with the supervisors will
help in knowing who needs the training and where they need it. It can also be used to
understand the resources that will be needed to fill the gap in the skills that the employees
have and the skills that the require.
Training Needs Analysis
The training needs analysis is important to determine where the employees need
training and how they can be trained in an efficient manner. The main area where the
employees of Starbucks need training is in the operation of the machine, communication
skills and the technical knowhow of the job.
Task 2
Training and development plan
Team name: COFFEE MECHANICS
Team function: Technical know-how, operation of the machine, and improved
customer service.

6TRAINING NEEDS OF AN ORGANIZATION
Importance of Training and Development Areas
Training and development is necessary as training helps in strengthening the skills
that the employee lacks and where there is an area of improvement. Similarly, development
helps the employees to have a similar skill set and knowledge about the type of work the
organisation does. It eliminates the links that are weak and helps the organisation to develop.
Training helps in improving the performance of the employee and maintaining the
Name of training or
development area
Time allocated to
this area
Method(s) of
training or
development –
i) on the job
ii) off the job
iii) relationship
and feedback
Name the specific
method
Equipment and
resources required
1. Operational skills
2. Technical
knowledge
3. Communication
skills
Thrice a week per
month
Twice a week per
month
Per day per week
per month
On the job
On the job
Off the job
mentoring
job instruction
seminars
Mentoring
handbooks and
manuals.
Trainer and
monetary funds.
Seminar halls,
speakers, a fair
budget

7TRAINING NEEDS OF AN ORGANIZATION
consistency required. All these leads to an enhanced reputation of the firm and the company
profile.
It is very important to know and understand the skills that require training and
development; only then the employees can be trained accordingly. If these main areas of
training lacked, then the company would not have been able to cope up the problems that
were about to comes in future (Mulang 2015).
Moreover, it helps in polishing the skills of the employees which they already have
but are unknown about it. T&D also develops a feeling of job satisfaction and commitment
also there is a better engagement of the employees that can be seen when the lacking areas
are properly developed and trained. T&D helps the employees to learn things quickly and
systematically and have a changed view and perception about the supervisor and other
employees of the organisation (Albrecht et al. 2015).
Problems Encountered During Training and Development Plan
There were many problems faced but the major of all was the communication gap as
the employees were not ready to discuss the areas of problems or the areas where they needed
expert advices; language barrier was yet another problem as the company was following
diversity and people from different regions were encountered having different set of culture
and values.
There was a problem in learning as the translation was not enough and proper for
some employees and they required a better translation with an explanation but were not ready
to say anything about it neither make any suggestions. The cost of the training was increasing
making it difficult for the company to host it.

8TRAINING NEEDS OF AN ORGANIZATION
Strategies for Overcoming Challenges
There must be some kind of tacking assessment which would keep a record of how
the employees are performing. Application of skills must be done and more focus should be
on how to engage the trainees and communicate the value learning to them. There must be
patience in dealing with the change taking place all over us and the employees must know to
adapt themselves with the changing environment in order to increase their working efficiency
and the performance of the organisation. There must be a consistent training delivered to the
trainee only then they will be able to focus more and learn better.
Task 3
Records to be kept
There must be minimum of 5 records that must be kept when managing training and
developing of the teams and the individuals (Saks 2015).
 Date of Joining: The date of joining will help the company to know the
joining dates of the employees and to calculate the time that will be required
to complete the training.
 Working Shift: The working shift of the employees must be recorded to
know at what time the training must be given, for it to not hamper the working
time of the employees.
 Absenteeism: The number of days the employees have taken a leave and the
number of days that they have come to work to know about the actual work
that is done by the employees.
 Progress: The progress of the employees must be tracked to know how much
the employee has learned and what more training is needed to improve the
skills of the employee.

9TRAINING NEEDS OF AN ORGANIZATION
 Training Period: The training period of the employees must be recorded to
know how many days are left and how much progress has been made by the
employee.
Importance of Record Keeping
The keeping of records of training is an important aspect of the training as it is first of
all a regulatory compliance to keep the record of the training that is being given to the
employees. The record keeping will also help in internal management and knowing how
much the training has been done and how much of the training is left. It is useful in keeping a
track of the progress of an employee and knowing how much the training program has been
useful in developing the skills of the employees (Drexler, Fischer and Schoar 2014). The
keeping of the records will also be helpful for the organisation in knowing how much money
that they have spent on the training program.
Storage of Records
The records that the company keeps for the training purpose must be stored both
online and offline. Having an online file will create a database of the file and can be accessed
from anywhere around the world. This will also aid the organisation in maintaining the track
record of the training and will make it easier for the organisation in keeping a track of the
training and development and will reduce the workload of the people maintaining the track.
An offline database will also aid the company in having a record when the online database is
not working. Having both these record will be beneficial because if one is not available the
company can access the other one.

10TRAINING NEEDS OF AN ORGANIZATION
References
Albrecht, S.L., Bakker, A.B., Gruman, J.A., Macey, W.H. and Saks, A.M., 2015. Employee
engagement, human resource management practices and competitive advantage. Journal of
Organizational Effectiveness: People and Performance.
Asfaw, A.M., Argaw, M.D. and Bayissa, L., 2015. The impact of training and development
on employee performance and effectiveness: A case study of District Five Administration
Office, Bole Sub-City, Addis Ababa, Ethiopia. Journal of Human Resource and
Sustainability Studies, 3(04), p.188.
Drexler, A., Fischer, G. and Schoar, A., 2014. Keeping it simple: Financial literacy and rules
of thumb. American Economic Journal: Applied Economics, 6(2), pp.1-31.
Feldmann, N. and Kohler, M., 2015. Service innovation capabilities for idea assessment: An
appraisal of established and novel approaches. In The Handbook of Service Innovation (pp.
145-167). Springer, London.
Mission. 2020. Mission Statement | Starbucks Coffee Company. Retrieved 1 March 2020,
from https://www.starbucks.in/about-us/company-information/mission-statement
Mulang, A., 2015. The importance of training for human resource development in
organization. Journal of Public Administration and Governance, 5(1), pp.190-197.
Noe, R.A. and Kodwani, A.D., 2018. Employee Training and Development, 7e. McGraw-Hill
Education.
Saks, A., 2015. Managing Performance Through Training & Development, (Canadian ed.).
Nelson Education.

11TRAINING NEEDS OF AN ORGANIZATION
Tikson, S.D.S., 2018. Human Resource Policies and Work Culture: A Case of
Starbucks. JBMI (Jurnal Bisnis, Manajemen, dan Informatika), 15(1), pp.1-12.