MGT431 Development and Training Paper Week 3 Team Paper
MGT431 Development and Training Paper Week 3 Team Paper fin571
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Date Created: 11/10/15
Running head: DEVELOPMENT AND TRAINING 1 PAPER Development and Training Paper TEAM MEMBER’S NAME MGT 431 DATE TEACHER DEVELOPMENT AND TRAINING PAPER 2 Development and Training Paper Employee training is vital to the success of any business, especially a business, such as McDonald’s, trying to operate uniformly in markets all across the globe. Training involves an expert in that field who works with employees to help them build up certain areas of knowledge or skills to improve in their current jobs as well as carry out the organizations strategic goals. McDonald’s is an organization the prides themselves on quality, service, and cleanliness. Because of consistent and dedicated training, going to a McDonald’s in California carries the same experience and standards as going to one in New York. In order to achieve this success training and development begins at the first welcome meeting of new hires. The company seeks different methods of training consisting of classroom training as well as onthejob training. Employees must be trained in operating equipment, procedures, values, quality control, cleanliness, and customer service. Monitoring and evaluating employee development is also a vital piece to the plan. By understanding what the company needs the employees to do and by keeping the turnover rate down, it is evident the impact it has had on the success of the company. "Today, McDonald's stock is trading at nearly $60, samestore sales have grown for the 56th straight month and the company can boast of having achieved doubledigit operatingincome growth during the onset of last year's financial crisis (Patnaik & Mortensen, 2009).” This paper will explain just how McDonald’s achieved its success through training and developing by exploring the company’s needs, design and development of their training programs, implementation of these programs, evaluating performance, and reinforcing and sustaining these methods. DEVELOPMENT AND TRAINING PAPER 3 Needs assessment McDonald’s success relies on the high standards of quality, service and cleanliness offered to consumers worldwide in each restaurant. This all starts with defining and following through with effective training needs. McDonald’s begin their training at Welcome Meetings in which they explain the company’s standards and expectations. This is an essential training need in that it offers much needed information to all new employees. How will employees do what they are expected if they don’t know what that is. The training needs at McDonald include teaching employees the skills to work at each station within the facility. Employees must be trained to manage the foodservice equipment, gaining knowledge of McDonald’s operational procedures. “All new employees have an initial training period. Here they are shown the basics and allowed to develop their skills to a level where they are competent in each area within the restaurant” (The Times 100, 2010). One of the most important training needs at McDonald’s is teaching quality customer service skills. Because McDonald’s builds their success around the happiness of their customers, communication, effective listening, and a kind attitude are all essential traits an employee must obtain to do his or her job successfully. When the training needs are outlined, the materials in order to achieve these needs are the next vital step. Design As far as materials, McDonald’s uses the equipment they have in every day work operations. “Crew trainers work shouldertoshoulder with trainees while they learn the operations skills necessary for running each of the 11 workstations in each restaurant, from the DEVELOPMENT AND TRAINING PAPER 4 front counter to the grill area” (The Times 100, 2010). Most of the training is onthejob training because people learn more and are more likely to retain more information while being able to practice as they are given instructions. Classroombased training sessions are also used in which employees will complete workbooks for quality, service, and cleanliness. When moving to a management positions more onthejob training is used along with open learning development modules supported by courses and seminars at the National and Regional Training Centers. McDonald’s uses fully trained knowledgeable trainers to work right beside new employees to fully prepare them for job duties on their own. This training enables new employees to gain confidence and effectively complete all job duties aiding the organization in reaching its full potential and goals. Development Training in an organization is a function that occurs frequently and with much thought. The thought comes when a choice of what training medium to use. Organizations have different variations of training mediums. Some organizations will use textbooks and PowerPoint slides, whereas others will venture into world of automation such as Internet, computerbased training (CBT), or the teacher method. The use of the video and the computer provides a wide range of how training is disseminated. In the training arena, the training coordinator must analyze who needs, the training, where will the training be held, is the training for all areas of the organization, when does the training need to occur, and what medium will be used to train. According to Bnet, 2010, “the identification of training needs at employee, departmental, or organizational level, in order for the organization to perform effectively. The aim of training DEVELOPMENT AND TRAINING PAPER 5 needs analysis is to ensure that training addresses existing problems, is tailored to organizational objectives, and is delivered in an effective and costefficient manner. Training needs analysis involves monitoring current performance using techniques such as observation, interviews, and questionnaires; anticipating future shortfalls or problems; identifying the type and level of training required; and analyzing how this can best be provided” (Business Definition for: Training Needs Analysis, para. 3) . Implementation The analysis to provide the training will include whether the medium is internal, external, contracted, or outsourced. McDonald’s uses internal mediums by using its workers with experience to train new employees and CBT to keep employees abreast on the latest information. Although external, contracted, and outsourced mediums do not have fixed overheads, the organization must realize that these mediums have no direct connection with the organization. This medium’s advantage is price can be negotiated and the company will only pay for what is received. McDonald’s does outsource some training, but this company has a management curriculum that trains and provides college credits. McDonald’s has a number of ways to deliver training to employees through a variety of mediums. This company uses the Internet, classroom instruction, facetoface, and computer training. The advantage McDonald’s has is it has a college named Hamburger University, which provides college credits. According to the McDonald’s website, “Since 1961, Hamburger University has offered graduates a unique management curriculum that is as thoughtprovoking as it is comprehensive…Our curriculum is delivered using a combination of classroom DEVELOPMENT AND TRAINING PAPER 6 instruction, handson lab activities, goalbased scenarios and computer elearning modules” (McDonald’s, p. 1). Evaluation Training is a critical component in any organization's strategy. Given the large expenditures for training in many organizations, it is important to develop tools that will help companies improve the measurement of training effectiveness. These tools provide a methodology to measure, evaluate, and continuously improve training. For example: Business Link, (2010) website states: Employee performance evaluations: Review the impact of the training on the employee's performance, as part of a regular appraisal process. This is a good time to discuss any additional training needs. Business performance evaluations: Training can be evaluated by measuring tangible performance indicators, such as sales, production costs, output, absenteeism, and staff turnover. Qualitative improvements may be just as important. This could include higher quality goods and services, better teamwork, fewer customer complaints, and greater innovation within the business. Employee feedback: Ask your employees: if the training was relevant to their job and their level of expertise how they will put their learning into action for feedback on the training method what worked and what didn't DEVELOPMENT AND TRAINING PAPER 7 what could be improved McDonald’s is one of the top leading fast food industries in the world with more than 30,000 restaurants in more than 100 countries this franchise giant demonstrates effective training and excellence. Who does it credit for its success? According to Human Resource Management (HRM) website, (1997), which believes “A strong organizational management can build up a good well between strategy and culture, as lead successful corporate strategy implementation; and build up a common goal between employees and organization reaching high level of motivation. The mission must determine the basic goals and philosophies that will shape its strategic posture” (Thinking Made Easy, p. 1)? Three main focus areas of effectiveness include competitive advantageinnovation, quality, and coststrategies. These focus areas are measured by business performance evaluations. McDonald's use promotions, diversity, education, cost controls, recruitment, assessments for quality control and customer satisfaction, and other strategic methods to measure business performance. Employees are measured by employee performance evaluation. This measures skills, knowledge, customer service, attitude, and performance. Reinforce and Sustain McDonald's success for reinforcing and sustaining its training methods comes from their positive managing style, leadership, and good communication. Managers refer to the three Cs, coordination, cooperation, and communication, as the basis of the solutions for all problems. Workers are encouraged to think of themselves as a team not individuals. Each employee is offered the opportunity to grow within the business by becoming crew chiefs, assistant DEVELOPMENT AND TRAINING PAPER 8 managers, managers, and owners. McDonald's believes in investing in the education of their employees by offering grants and sending them to college. Other reinforcement techniques include ‘employee of the month' awards, day trips, and cash bonuses. All these tools have one common goal to encourage workers to strive for promotion and take on responsibility. Conclusion In conclusion, McDonald’s is an organization that focuses strongly on training and development. By coming up with innovative ideas, McDonald’s has grown to be the leader in the fast food industry. The ability to carry out such a strong training program comes from a strong human resource management team whose job it is to build up this plan. With 30,000 restaurants in more than 100 countries all operating the same, it is proof to the success of their employee training programs. The training, which focuses on operations, customer service, and cleanliness has given employees the opportunity to carry out their job and provided McDonald’s with the ability to carry out the company’s strategic plan. By offering onthejob training, classroom training, universities, and training centers, McDonald’s has left nothing the organization cannot train and develop their employees for. This conclusion can be backed by the success and innovativeness of the company worldwide. DEVELOPMENT AND TRAINING PAPER 9 Reference Bnet, 2010. Business Definition for: Training Needs Analysis. Retrieved from; http://dictionary.bnet.com/definition/training+needs+analysis.html Business Link, (2010). Set up inhouse training. Retrieved on July 10, 2010 from; http://www.businesslink.gov.uk/bdotg/action/detail? itemId=1074429726&type=RESOURCES database. Ivy Thesis, (2009).Thinking Made Easy: Human Resource Management at McDonald's. Retrieved on July 10, 2010 from; http://ivythesis.typepad.com/term_paper_topics/2009/07/humanresourcemanagement atmcdonalds.html database. McDonalds, 2010. Our Curriculum. Retrieved from; DEVELOPMENT AND TRAINING PAPER 10 http://www.aboutmcdonalds.com/mcd/careers/hamburger_university/our_curriculum.htm l Patnaik, D., & Mortensen, P. (2009, 2 4). The Secret of McDonald's Recent Success. Retrieved 7 11, 2009, from Forbes.com: http://www.forbes.com/2009/02/04/mcdonaldsskinner empathyleadershipinnovation_0204_patnaik.html The Times Newspapers Ltd and MBA Publishing Ltd. (2010). The Times 100. Retrieved from; http://www.thetimes100.co.uk/casestudyrecruitingselectingtrainingforsuccess28 1945.php
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