dr. dan’s speedee pizza’s formal training plan presented by: merry chokani training director –...

Dr. Dan’s SpeeDee Pizza’s Formal Dr. Dan’s SpeeDee Pizza’s Formal Training PlanTraining Plan

Presented By: Merry ChokaniPresented By: Merry Chokani

Training Director – DDSPTraining Director – DDSP

Training PolicyTraining Policy Value StatementValue Statement

Give the highest quality of Give the highest quality of food, service, and business food, service, and business using the shared vision of using the shared vision of the company while the company while promoting personal growthpromoting personal growth

Belief StatementBelief Statement No matter how big we No matter how big we

grow, we will hold fast to grow, we will hold fast to our historic working our historic working philosophy that “There is philosophy that “There is no substitute for quality” no substitute for quality”

Action Statement Action Statement provide an expansive provide an expansive

assortment of training assortment of training programsprograms

Training Policy cont.Training Policy cont.

Challenge StatementChallenge Statement We challenge each employee to present the We challenge each employee to present the

highest quality by adhering to the belief of highest quality by adhering to the belief of DDSPDDSP

Responsibility StatementResponsibility Statement DDSP will recognize the proficiency of the DDSP will recognize the proficiency of the

training plan by maintaining a database that training plan by maintaining a database that keeps record of the training by the employeeskeeps record of the training by the employees

RationaleRationale Requesting implementation of Requesting implementation of

DDSP Formal Training PlanDDSP Formal Training Plan Train all departmentsTrain all departments Synchronize employees Synchronize employees

knowledgeknowledge Create DDSP’s Learning Create DDSP’s Learning

organization organization Proposed Training plans Proposed Training plans

contributions to DDSP Inccontributions to DDSP Inc 10% increase in sales 10% increase in sales 95% increase in quality control 95% increase in quality control

and customer satisfaction and customer satisfaction 15% decrease in production 15% decrease in production

costcost 20 % return on human capital 20 % return on human capital

Operational PlanOperational Plan

DDSP Formal Training PlanDDSP Formal Training Plan Includes 5 Main Lessons for all department:Includes 5 Main Lessons for all department:

• Company Policy, Customer ServiceCompany Policy, Customer Service• Computer Training, Employee Interaction, & Safety And Security Computer Training, Employee Interaction, & Safety And Security

Additional Lessons – Individual DepartmentsAdditional Lessons – Individual Departments Divided into Four Month SessionsDivided into Four Month Sessions

• Each employee required to take 5 main lessons sequentiallyEach employee required to take 5 main lessons sequentially• Followed by remaining lessons for their department Followed by remaining lessons for their department

Operational Plan cont.Operational Plan cont. Training Lesson will last 2 weeksTraining Lesson will last 2 weeks Departmental Training Program/Curriculum will last Departmental Training Program/Curriculum will last

16 weeks16 weeks All employees required to complete training within 6 All employees required to complete training within 6

monthsmonths Individualized refresher computer simulations after 6 Individualized refresher computer simulations after 6

months for all employeesmonths for all employees Retraining year after previous trainingRetraining year after previous training

Full Training Design and Training of Trainers Full Training Design and Training of Trainers Expected by July 2008Expected by July 2008

Full Plan ImplementationFull Plan Implementation Expected by September 2008Expected by September 2008

AnalysisAnalysis

Dr. Dan’s SpeeDee Pizza MissionDr. Dan’s SpeeDee Pizza Mission ““There is no substitute for quality” - Provide the highest grade of quality to our There is no substitute for quality” - Provide the highest grade of quality to our

customerscustomers Employee Self Development and Fulfillment Employee Self Development and Fulfillment

Achieve MissionAchieve Mission Provide formal training to all DepartmentsProvide formal training to all Departments

• Results Results Highly skilled, committed employeesHighly skilled, committed employees Employees will take the initiative to learnEmployees will take the initiative to learn

Analysis cont.Analysis cont.

Cause of ProblemsCause of Problems Lack of Effective Training for DDSP employeesLack of Effective Training for DDSP employees

Surveys to find problems with DDSPSurveys to find problems with DDSP Customer Survey – given to customers in all Customer Survey – given to customers in all

restaurants with 5% off coupon incentiverestaurants with 5% off coupon incentive• The results revealed poor customer service and satisfactionThe results revealed poor customer service and satisfaction

Employees Survey – given to employees before Employees Survey – given to employees before picking up paycheckspicking up paychecks

• The results revealed employees lack of job skills, The results revealed employees lack of job skills, communication skills, improper job standards, proper communication skills, improper job standards, proper leadership, and no proper trainingleadership, and no proper training


Focus GroupFocus Group Analyze customer and employees surveys Analyze customer and employees surveys Analyze departmental problemsAnalyze departmental problems Find a solution to the problems found by the surveyFind a solution to the problems found by the survey

Made up of CEO, CKO, Senior Management, Made up of CEO, CKO, Senior Management, and Training Directorand Training Director

Analysis cont.Analysis cont. Focus Group ResultsFocus Group Results

Found specific departmental performance gapsFound specific departmental performance gaps All departments shared five performance gaps All departments shared five performance gaps

Performance GapsPerformance Gaps All DepartmentsAll Departments

• 100% of the employees need to know the history, mission, values, and 100% of the employees need to know the history, mission, values, and culture of DDSPculture of DDSP

• 100% increase in providing customer satisfaction 100% increase in providing customer satisfaction • 80% computer proficiency 80% computer proficiency • 75% employee interaction 75% employee interaction • 70% safety and security 70% safety and security

Restaurant ManagersRestaurant Managers• 30% increase in employee retention30% increase in employee retention• 50% increase in effective team leadership50% increase in effective team leadership• 70% increase in purchasing and inventory methods 70% increase in purchasing and inventory methods


Performance gaps cont.Performance gaps cont. CooksCooks

• 60% increase in food handling 60% increase in food handling • 65% increase in food preparation 65% increase in food preparation • 70% increase in properly using restaurant equipment 70% increase in properly using restaurant equipment

Delivery DriversDelivery Drivers• 50% increase in safe driving 50% increase in safe driving • 60% increase in money management 60% increase in money management • 80% increase in navigational skills 80% increase in navigational skills


Performance gaps cont.Performance gaps cont. Wait StaffWait Staff

• 60% increase in money management 60% increase in money management • 70% increase in wait staff etiquette70% increase in wait staff etiquette• 45% increase in alcohol service 45% increase in alcohol service

Long Haul DriversLong Haul Drivers• 50% increase in safe driving50% increase in safe driving• 60% increase in merchandise handling60% increase in merchandise handling• 80% increase in navigational skills 80% increase in navigational skills

Analysis cont. Analysis cont.

Performance gaps cont.Performance gaps cont. Information TechnologistsInformation Technologists

• 75% increase in computer problem solving75% increase in computer problem solving• 20% increase in computer updating20% increase in computer updating• 20% increase in job aids creation 20% increase in job aids creation

Quality AnalystsQuality Analysts• 80% increase in effective evaluation skills80% increase in effective evaluation skills• 70% increase in quality monitoring70% increase in quality monitoring• 75% increase in training management 75% increase in training management


DDSP Formal Training Plan’s GoalsDDSP Formal Training Plan’s Goals Short Term GoalsShort Term Goals

• Employees will apply 60% of the skills learned during in their job position at DDSP within 6 monthsEmployees will apply 60% of the skills learned during in their job position at DDSP within 6 months

Medium Term Goals Medium Term Goals • An increase in sales by at least 25% a month leading to a total of $600,000 within three years An increase in sales by at least 25% a month leading to a total of $600,000 within three years

Long Term GoalsLong Term Goals• DDSP employees will effectively use 95% of the skills gained from training with their job position DDSP employees will effectively use 95% of the skills gained from training with their job position • Employees will experience 100% self development and fulfillmentEmployees will experience 100% self development and fulfillment• Employees will display 100% commitment to providing the highest quality Employees will display 100% commitment to providing the highest quality


Resources for DDSP Resources for DDSP TrainingTraining FacilitiesFacilities

• DDSP’s Classroom DDSP’s Classroom SettingsSettings

• DDSP’s Mobile Training DDSP’s Mobile Training LabsLabs

• DDSP’s RestaurantsDDSP’s Restaurants Delivery MethodsDelivery Methods

• Multimedia Multimedia • Web Based LearningWeb Based Learning• Video Conferencing Video Conferencing

Analysis cont.Analysis cont. FundsFunds

• Open Account set aside by CEO Open Account set aside by CEO for Training Directors accessfor Training Directors access

• Employees training paid for by the Employees training paid for by the Corporate OfficesCorporate Offices

Training DevelopmentTraining Development• Responsibility of Training Responsibility of Training

Department Staff at the Corporate Department Staff at the Corporate OfficesOffices

Training Plan OrganizationTraining Plan Organization• Priority – Foundational Lessons Priority – Foundational Lessons

which are company policy, which are company policy, customer service, computer customer service, computer training, employee interaction, training, employee interaction, and safety and security and safety and security

• Followed by training specific for Followed by training specific for each departmenteach department

DesignDesign

Target Population for Target Population for DDSP Formal DDSP Formal Training PlanTraining Plan Restaurant ManagersRestaurant Managers CooksCooks Wait StaffWait Staff Delivery DriversDelivery Drivers Long Haul DriversLong Haul Drivers Information Information

TechnologistsTechnologists Quality AnalystsQuality Analysts

Design cont. Design cont.

The DDSP Formal Training Plan Structure:The DDSP Formal Training Plan Structure:

DDSP Formal Training Program

Curriculums

Courses

Lessons

Design cont.Design cont.

DDSP Formal Training Program ComponentsDDSP Formal Training Program Components Restaurant Managers CurriculumRestaurant Managers Curriculum

• Corporate Policies Course Corporate Policies Course Company Policy LessonCompany Policy Lesson Employee Interaction LessonEmployee Interaction Lesson Safety & Security LessonSafety & Security Lesson Customer Service LessonCustomer Service Lesson

• Supplemental CoursesSupplemental Courses Computer Training LessonComputer Training Lesson Purchasing & Inventory Methods LessonPurchasing & Inventory Methods Lesson

• Management CoursesManagement Courses Retaining New Hires LessonRetaining New Hires Lesson Leadership LessonLeadership Lesson

Design cont.Design cont. Wait Staff CurriculumWait Staff Curriculum

• Corporate Policies CourseCorporate Policies Course Company Policy LessonCompany Policy Lesson Employee Interaction Employee Interaction

LessonLesson Safety & Security Safety & Security

LessonLesson Customer Service Customer Service

LessonLesson• Supplemental CoursesSupplemental Courses

Money Management Money Management LessonLesson

Computer Training Computer Training LessonLesson

• Wait Staff CoursesWait Staff Courses Wait Staff Etiquette Wait Staff Etiquette

LessonLesson Alcohol Serving Policies Alcohol Serving Policies

LessonLesson

Cooks Curriculum Cooks Curriculum • Corporate Policies CourseCorporate Policies Course

Company Policy LessonCompany Policy Lesson Employee Interaction Employee Interaction

LessonLesson Safety & Security Safety & Security

LessonLesson Customer Service Customer Service

LessonLesson• Supplemental CoursesSupplemental Courses

Computer Training Computer Training LessonLesson

Proper Care and Use of Proper Care and Use of Kitchen Equipment Kitchen Equipment LessonLesson

• Cooking CoursesCooking Courses Food Handling LessonFood Handling Lesson Food Preparation Food Preparation

LessonLesson

Design cont.Design cont. Delivery Drivers CurriculumDelivery Drivers Curriculum

• Corporate Policies CourseCorporate Policies Course Company Policy LessonCompany Policy Lesson Employee Interaction Employee Interaction

LessonLesson Safety & Security LessonSafety & Security Lesson Customer Service LessonCustomer Service Lesson

• Supplemental CoursesSupplemental Courses Navigation Skills LessonNavigation Skills Lesson Computer Training LessonComputer Training Lesson

• Delivery Drivers CoursesDelivery Drivers Courses Pizza Handling LessonPizza Handling Lesson Safe Driving LessonSafe Driving Lesson

Long Haul Drivers CurriculumLong Haul Drivers Curriculum• Corporate Policies CourseCorporate Policies Course



• Supplemental CoursesSupplemental Courses Navigation Skills LessonNavigation Skills Lesson Computer Training LessonComputer Training Lesson

• Long Haul Drivers CoursesLong Haul Drivers Courses Merchandise handling Merchandise handling

LessonLesson Safe Driving LessonSafe Driving Lesson

Design cont.Design cont. Information Technologist Information Technologist

Curriculum Curriculum • Corporate Policies Courses Corporate Policies Courses



• Supplemental CoursesSupplemental Courses Computer Training Lesson Computer Training Lesson Job Aids Lesson Job Aids Lesson

• Information Technologist Information Technologist Courses Courses

Problem Solving Lesson Problem Solving Lesson Update Management Update Management

Lesson Lesson

Quality Analyst Curriculum Quality Analyst Curriculum • Corporate Policies Courses Corporate Policies Courses



• Supplemental CoursesSupplemental Courses Computer Training Lesson Computer Training Lesson Effective Evaluation Skills Effective Evaluation Skills

Lesson Lesson

• Quality Analyst Courses Quality Analyst Courses Quality Monitoring Lesson Quality Monitoring Lesson Training Management Training Management

Lesson Lesson

Development of ContentDevelopment of Content Restaurant Managers Curriculum – the goal is to educate restaurant managers on how to effectively run and Restaurant Managers Curriculum – the goal is to educate restaurant managers on how to effectively run and

manage their restaurants. The objective is to inform managers on corporate, management, and supplemental manage their restaurants. The objective is to inform managers on corporate, management, and supplemental policies policies Corporate Policies Course – to teach managers the foundation that will help them understand how their job fits into the overall Corporate Policies Course – to teach managers the foundation that will help them understand how their job fits into the overall

corporate mission and strategic agenda of DDSPcorporate mission and strategic agenda of DDSP• Company Policy Lesson Company Policy Lesson

Objective – inform managers about DDSP attendance policies, insurance, retirements, benefits, bonuses, foundations, and Objective – inform managers about DDSP attendance policies, insurance, retirements, benefits, bonuses, foundations, and values/goals/missionsvalues/goals/missions

• Employee Interaction LessonEmployee Interaction Lesson Objective - inform all managers with the necessary skills such as teamwork, shared vision, which are needed for employee Objective - inform all managers with the necessary skills such as teamwork, shared vision, which are needed for employee

interaction interaction • Safety & Security LessonSafety & Security Lesson

Objective - inform all managers with the necessary safety and security procedures for their position Objective - inform all managers with the necessary safety and security procedures for their position • Customer Service LessonCustomer Service Lesson

Objective - inform DDSP managers with the skills needed to better serve our customers Objective - inform DDSP managers with the skills needed to better serve our customers Supplemental Courses – the goal is to teach managers the knowledge on computers and purchasing and inventory methods. Supplemental Courses – the goal is to teach managers the knowledge on computers and purchasing and inventory methods.

The objective is for managers to perform computer skills and purchasing and inventory policies on their jobs using the The objective is for managers to perform computer skills and purchasing and inventory policies on their jobs using the supplemental coursessupplemental courses• Computer Training LessonComputer Training Lesson

Objective - inform managers with the basic DDSP computer proficiency requirements for inputting orders, inputting inventory, Objective - inform managers with the basic DDSP computer proficiency requirements for inputting orders, inputting inventory, calculating inventory, and end of the shift reports using DDSP computer softwarecalculating inventory, and end of the shift reports using DDSP computer software

• Purchasing & Inventory Methods LessonPurchasing & Inventory Methods Lesson Objective - inform managers with the necessary skills to calculate, purchase, and input inventoryObjective - inform managers with the necessary skills to calculate, purchase, and input inventory

Management Courses - the goal is to teach managers the skills necessary for creating a team oriented environment. The Management Courses - the goal is to teach managers the skills necessary for creating a team oriented environment. The objective is to perform skills such as leadership and employee retention using management coursesobjective is to perform skills such as leadership and employee retention using management courses..• Retaining New Hires LessonRetaining New Hires Lesson

Objective - inform managers on the necessary skills to retain new and old employeesObjective - inform managers on the necessary skills to retain new and old employees• Leadership LessonLeadership Lesson

Objective - inform managers about how to utilize formal delegation, multi-task, and assign orders Objective - inform managers about how to utilize formal delegation, multi-task, and assign orders

Development of Content cont.Development of Content cont. Wait Staff Curriculum - The goal of is to educate the wait staff on how to effectively serve DDSP customers in the Wait Staff Curriculum - The goal of is to educate the wait staff on how to effectively serve DDSP customers in the

restaurant. The objective is to inform wait staff on corporate, wait staff, and supplemental policies restaurant. The objective is to inform wait staff on corporate, wait staff, and supplemental policies Corporate Policies Course - to teach the foundation that will help the wait staff to understand how their job fits into the overall Corporate Policies Course - to teach the foundation that will help the wait staff to understand how their job fits into the overall

corporate mission and strategic agenda of DDSP. The objective is for wait staff to be proactive on their duties and help to create a corporate mission and strategic agenda of DDSP. The objective is for wait staff to be proactive on their duties and help to create a team oriented environmentteam oriented environment

• Company Policy LessonCompany Policy Lesson Objective - to inform wait staff on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and Objective - to inform wait staff on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and

values/goals/mission values/goals/mission • Employee Interaction LessonEmployee Interaction Lesson

Objective - to inform the wait staff with the necessary skills such as teamwork, shared vision, working together, and Objective - to inform the wait staff with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction communication that are needed for employee interaction

• Safety & Security LessonSafety & Security Lesson Objective - to inform all wait staff with the necessary safety and security procedures for their position Objective - to inform all wait staff with the necessary safety and security procedures for their position

• Customer Service LessonCustomer Service Lesson Objective - to inform the wait staff with the skills needed to better serve our customers Objective - to inform the wait staff with the skills needed to better serve our customers

Supplemental Courses - The goal is to teach the wait staff the knowledge on procedures and duties for wait staff. The objective is Supplemental Courses - The goal is to teach the wait staff the knowledge on procedures and duties for wait staff. The objective is for the wait staff to perform many tasks such as money management and basic computer skills on their jobs using the for the wait staff to perform many tasks such as money management and basic computer skills on their jobs using the supplemental courses supplemental courses

• Money Management LessonMoney Management Lesson Objective - to inform wait staff with the knowledge about effective money management Objective - to inform wait staff with the knowledge about effective money management

• Computer Training LessonComputer Training Lesson Objective - to inform the wait staff with the basic DDSP computer proficiency requirements for inputting orders using DDSP Objective - to inform the wait staff with the basic DDSP computer proficiency requirements for inputting orders using DDSP

computer software computer software Wait Staff Courses - The goal is to teach the wait staff the skills necessary for doing their job by providing customer satisfaction. Wait Staff Courses - The goal is to teach the wait staff the skills necessary for doing their job by providing customer satisfaction.

The objective is to perform duties using wait staff courses The objective is to perform duties using wait staff courses • Wait Staff Etiquette LessonWait Staff Etiquette Lesson

Objective - to inform wait staff on customer interaction, personal appearance, and timely service Objective - to inform wait staff on customer interaction, personal appearance, and timely service • Alcohol Serving Policies LessonAlcohol Serving Policies Lesson

Objective - to inform wait staff on the rules and regulations for serving alcohol in restaurants Objective - to inform wait staff on the rules and regulations for serving alcohol in restaurants

Development of Content cont.Development of Content cont. Cooks Curriculum - The goal is to educate cooks on how to effectively run and manage the kitchen. The Cooks Curriculum - The goal is to educate cooks on how to effectively run and manage the kitchen. The

objective is to inform cooks on corporate, cooking, and supplemental policiesobjective is to inform cooks on corporate, cooking, and supplemental policies Corporate Policies Course - The goal is to teach the foundation that will help cooks to understand how their job fits into the Corporate Policies Course - The goal is to teach the foundation that will help cooks to understand how their job fits into the

overall corporate mission and strategic agenda of DDSP. The objective is for cooks to be proactive in their job position and overall corporate mission and strategic agenda of DDSP. The objective is for cooks to be proactive in their job position and use DDSP corporate policies to help create a team oriented environmentuse DDSP corporate policies to help create a team oriented environment

• Company Policy LessonCompany Policy Lesson Objective - to inform cooks on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and Objective - to inform cooks on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and

values/goals/missionvalues/goals/mission• Employee Interaction LessonEmployee Interaction Lesson

Objective - to inform all cooks with the necessary skills such as teamwork, shared vision, working together, and Objective - to inform all cooks with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction communication that are needed for employee interaction

• Safety & Security LessonSafety & Security Lesson Objective - to inform all cooks with the necessary safety and security procedures for their position Objective - to inform all cooks with the necessary safety and security procedures for their position

• Customer Service LessonCustomer Service Lesson Objective - to inform DDSP cooks with the skills need to better serve our customers Objective - to inform DDSP cooks with the skills need to better serve our customers

Supplemental Courses - The goal is to teach cooks information on computers and the proper use and care of kitchen Supplemental Courses - The goal is to teach cooks information on computers and the proper use and care of kitchen equipment. The objective is for cooks to perform computer skills and the proper use of kitchen equipment on their jobs equipment. The objective is for cooks to perform computer skills and the proper use of kitchen equipment on their jobs using the supplemental course using the supplemental course

• Computer Training LessonComputer Training Lesson Objective - to inform cooks with the basic DDSP computer proficiency requirements for their job position using DDSP Objective - to inform cooks with the basic DDSP computer proficiency requirements for their job position using DDSP

computer software computer software • Proper Care and Use of Kitchen Equipment LessonProper Care and Use of Kitchen Equipment Lesson

Objective - to inform cooks on the necessary skills to sanitize, clean, use, and handle kitchen equipment Objective - to inform cooks on the necessary skills to sanitize, clean, use, and handle kitchen equipment Cooking Courses - The goal is to teach cooks the skills necessary for creating a productive kitchen environment. The Cooking Courses - The goal is to teach cooks the skills necessary for creating a productive kitchen environment. The

objective is to perform skills such as proper food handling and food preparationobjective is to perform skills such as proper food handling and food preparation • Food Handling LessonFood Handling Lesson

Objective – to inform cooks on the necessary skills to handle food.Objective – to inform cooks on the necessary skills to handle food.• Food Preparation LessonFood Preparation Lesson

Objective - to inform cooks on the necessary skills to prepare foodObjective - to inform cooks on the necessary skills to prepare food

Development of Content cont.Development of Content cont. Delivery Drivers Curriculum - The goal is to educate delivery drivers on how to effectively and safely deliver Delivery Drivers Curriculum - The goal is to educate delivery drivers on how to effectively and safely deliver

DDSP’s customers orders. The objective is to inform deliver drivers on corporate, delivery drivers’, and DDSP’s customers orders. The objective is to inform deliver drivers on corporate, delivery drivers’, and

supplemental policiessupplemental policies Corporate Policies Course - The goal is to teach the foundation that will help the delivery drivers to understand how their job fits Corporate Policies Course - The goal is to teach the foundation that will help the delivery drivers to understand how their job fits

into the overall corporate mission and strategic agenda of DDSP. The objective is for delivery drivers to be proactive on their duties into the overall corporate mission and strategic agenda of DDSP. The objective is for delivery drivers to be proactive on their duties and help to create a team oriented environment and help to create a team oriented environment

• Company Policy LessonCompany Policy Lesson Objective - to inform delivery drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and Objective - to inform delivery drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and


Objective - to inform the delivery drivers with the necessary skills such as teamwork, shared vision, working together, and Objective - to inform the delivery drivers with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction communication that are needed for employee interaction

• Safety & Security LessonSafety & Security Lesson Objective - to inform all delivery drivers with the necessary safety and security procedures for their position. This includes state Objective - to inform all delivery drivers with the necessary safety and security procedures for their position. This includes state

mandated training, food treatment, restaurant security, and money safety procedures mandated training, food treatment, restaurant security, and money safety procedures • Customer Service LessonCustomer Service Lesson

Objective - is to inform the delivery drivers with the skills needed to better serve our customers Objective - is to inform the delivery drivers with the skills needed to better serve our customers

Development of Content cont.Development of Content cont. Delivery Drivers Curriculum cont. Delivery Drivers Curriculum cont.

Supplemental Courses - The goal is to teach the delivery drivers with the knowledge on procedures and duties for delivery drivers. Supplemental Courses - The goal is to teach the delivery drivers with the knowledge on procedures and duties for delivery drivers. The objective is for the delivery drivers to perform many tasks such as navigation skills and basic computer skills on their jobs The objective is for the delivery drivers to perform many tasks such as navigation skills and basic computer skills on their jobs

using the supplemental courseusing the supplemental course • Navigation Skills LessonNavigation Skills Lesson

Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer software software

• Computer Training LessonComputer Training Lesson Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer

software software

Delivery Drivers Courses - The goal is to teach delivery drivers with the skills necessary for doing their job by providing customer Delivery Drivers Courses - The goal is to teach delivery drivers with the skills necessary for doing their job by providing customer

satisfaction. The objective is to perform duties using delivery drivers’ coursessatisfaction. The objective is to perform duties using delivery drivers’ courses • Pizza Handling Lesson Pizza Handling Lesson

Objective - to inform delivery drivers on how to properly handle pizzas during delivery Objective - to inform delivery drivers on how to properly handle pizzas during delivery • Safe Driving LessonSafe Driving Lesson

Objective - to inform delivery drivers on the rules and regulations of driving Objective - to inform delivery drivers on the rules and regulations of driving

Development of ContentDevelopment of Content Long Haul Drivers Curriculum - The goal is to educate long haul drivers on how to effectively and safely Long Haul Drivers Curriculum - The goal is to educate long haul drivers on how to effectively and safely

deliver DDSP’s merchandise. The objective is to inform long haul drivers on corporate, long haul drivers’, and deliver DDSP’s merchandise. The objective is to inform long haul drivers on corporate, long haul drivers’, and supplemental policiessupplemental policies

Corporate Policies Course - The goal is to teach the foundation that will help the long haul drivers to understand how their job Corporate Policies Course - The goal is to teach the foundation that will help the long haul drivers to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for long haul drivers to be proactive on fits into the overall corporate mission and strategic agenda of DDSP. The objective is for long haul drivers to be proactive on their duties and help to create a team oriented environment their duties and help to create a team oriented environment

• Company Policy LessonCompany Policy Lesson Objective - to inform long haul drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, Objective - to inform long haul drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations,

and values/goals/mission and values/goals/mission • Employee Interaction LessonEmployee Interaction Lesson

Objective - to inform the long haul drivers with the necessary skills such as teamwork, shared vision, working together, and Objective - to inform the long haul drivers with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction communication that are needed for employee interaction

• Safety & Security LessonSafety & Security Lesson Objective - to inform all long haul drivers with the necessary safety and security procedures for their position Objective - to inform all long haul drivers with the necessary safety and security procedures for their position

• Customer Service LessonCustomer Service Lesson Objective - to inform the long haul drivers with the skills needed to better serve our customers Objective - to inform the long haul drivers with the skills needed to better serve our customers

Development of Content cont.Development of Content cont. Long Haul Drivers Curriculum cont.Long Haul Drivers Curriculum cont.

Supplemental Courses - The goal of supplemental courses is to teach the long haul drivers the knowledge on procedures and Supplemental Courses - The goal of supplemental courses is to teach the long haul drivers the knowledge on procedures and duties for long haul drivers. The objective is for the long haul drivers to perform many tasks such as navigation skills and basic duties for long haul drivers. The objective is for the long haul drivers to perform many tasks such as navigation skills and basic

computer skills on their jobs using the supplemental coursecomputer skills on their jobs using the supplemental course • Navigation Skills LessonNavigation Skills Lesson

Objective - to inform long haul drivers with the knowledge about navigation Objective - to inform long haul drivers with the knowledge about navigation

• Computer Training LessonComputer Training Lesson Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer

software software

Long Haul Drivers Courses - The goal of long haul drivers’ courses is to teach long haul drivers the skills necessary for doing their Long Haul Drivers Courses - The goal of long haul drivers’ courses is to teach long haul drivers the skills necessary for doing their

job by providing customer satisfaction. The objective is to perform duties using long haul drivers’ coursesjob by providing customer satisfaction. The objective is to perform duties using long haul drivers’ courses • Merchandise handling LessonMerchandise handling Lesson

Objective - to inform long haul drivers on how to properly handle DDSP merchandise during delivery Objective - to inform long haul drivers on how to properly handle DDSP merchandise during delivery • Safe Driving LessonSafe Driving Lesson

Objective - to inform long haul drivers on the rules and regulations of drivingObjective - to inform long haul drivers on the rules and regulations of driving

Development of ContentDevelopment of Content Information Technologist Curriculum - The goal is to educate information technologists on how to effectively run Information Technologist Curriculum - The goal is to educate information technologists on how to effectively run

and manage their department. The objective is to inform information technologist on corporate, information and manage their department. The objective is to inform information technologist on corporate, information technologists’, and supplemental policies technologists’, and supplemental policies

Corporate Policies Courses - The goal is to teach the foundation that will help information technologists to understand how their job Corporate Policies Courses - The goal is to teach the foundation that will help information technologists to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for information technologists to be proactive fits into the overall corporate mission and strategic agenda of DDSP. The objective is for information technologists to be proactive

in their restaurants and use DDSP corporate policies to create environment that fosters employee growthin their restaurants and use DDSP corporate policies to create environment that fosters employee growth • Company Policy LessonCompany Policy Lesson

Objective - to inform information technologists on DDSP attendance policies, insurance, retirement, benefits, bonuses, Objective - to inform information technologists on DDSP attendance policies, insurance, retirement, benefits, bonuses,

foundations, and values/goals/missionfoundations, and values/goals/mission • Employee Interaction LessonEmployee Interaction Lesson

Objective - to inform all information technologists with the necessary skills such as teamwork, shared vision, working together, Objective - to inform all information technologists with the necessary skills such as teamwork, shared vision, working together,

and communication that are needed for employee interactionand communication that are needed for employee interaction • Safety & Security LessonSafety & Security Lesson

Objective - to inform all information technologists with the necessary safety and security procedures for their position Objective - to inform all information technologists with the necessary safety and security procedures for their position

• Customer Service LessonCustomer Service Lesson Objective - to inform DDSP information technologists on the skills needed to better serve our customers Objective - to inform DDSP information technologists on the skills needed to better serve our customers

Development of Content cont.Development of Content cont. Information Technologists Curriculum cont.Information Technologists Curriculum cont.

Supplemental Courses - The goal is to teach information technologists the knowledge on computers and creating job aids. The Supplemental Courses - The goal is to teach information technologists the knowledge on computers and creating job aids. The objective is for information technologists to perform computer skills and creating job aids on their jobs using the supplemental objective is for information technologists to perform computer skills and creating job aids on their jobs using the supplemental coursecourse

• Computer Training Lesson Computer Training Lesson Objective - to inform information technologists with the basic DDSP computer proficiency requirements for software operations Objective - to inform information technologists with the basic DDSP computer proficiency requirements for software operations

and applications using DDSP computer software and applications using DDSP computer software

• Job Aids Lesson Job Aids Lesson Objective - to inform information technologists with the necessary skills to create professional job aids, which will assist DDSP Objective - to inform information technologists with the necessary skills to create professional job aids, which will assist DDSP

employees when doing their jobemployees when doing their job Information Technologist Courses - The goal is to teach information technologists the skills necessary for Information Technologist Courses - The goal is to teach information technologists the skills necessary for

creating a team oriented environment. The objective is to perform skills such as problem solving and update creating a team oriented environment. The objective is to perform skills such as problem solving and update management management

• Problem Solving Lesson Problem Solving Lesson

Objective - to inform information technologists on the necessary skills to handle situations using problem solvingObjective - to inform information technologists on the necessary skills to handle situations using problem solving • Update Management LessonUpdate Management Lesson

Objective - to inform information technologists about how to update menu changesObjective - to inform information technologists about how to update menu changes

Development of ContentDevelopment of Content Quality Analyst Curriculum - The goal is to educate quality analyst on how to effectively use quality assessment Quality Analyst Curriculum - The goal is to educate quality analyst on how to effectively use quality assessment

skills. The objective is to inform quality analyst on corporate, quality analyst, and supplemental policiesskills. The objective is to inform quality analyst on corporate, quality analyst, and supplemental policies Corporate Policies Courses - The goal is to teach the foundation that will help quality analyst to understand how their job fits into Corporate Policies Courses - The goal is to teach the foundation that will help quality analyst to understand how their job fits into

the overall corporate mission and strategic agenda of DDSP. The objective is for quality analyst to be proactive in their department the overall corporate mission and strategic agenda of DDSP. The objective is for quality analyst to be proactive in their department and use DDSP corporate policies to create an environment that fosters employee growth and use DDSP corporate policies to create an environment that fosters employee growth

• Company Policy LessonCompany Policy Lesson Objective - to inform quality analysts on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and Objective - to inform quality analysts on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and


Objective - to inform all quality analyst with the necessary skills such as teamwork, shared vision, working together, and Objective - to inform all quality analyst with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction communication that are needed for employee interaction

• Safety & Security LessonSafety & Security Lesson Objective - to inform all quality analysts the necessary safety and security procedures for their position Objective - to inform all quality analysts the necessary safety and security procedures for their position

• Customer Service LessonCustomer Service Lesson Objective - to inform DDSP quality analysts with the skills needed to better serve our customers Objective - to inform DDSP quality analysts with the skills needed to better serve our customers

Development of Content cont.Development of Content cont. Quality Analysts Curriculum cont.Quality Analysts Curriculum cont.

Supplemental Courses - The goal is to teach quality analyst with the knowledge on computers and quality assessment. The Supplemental Courses - The goal is to teach quality analyst with the knowledge on computers and quality assessment. The objective is for quality analysts to perform computer and evaluation skills on their jobs using the supplemental course objective is for quality analysts to perform computer and evaluation skills on their jobs using the supplemental course

• Computer Training Lesson Computer Training Lesson Objective - to inform quality analysts on the basic DDSP computer proficiency requirements for software operations and Objective - to inform quality analysts on the basic DDSP computer proficiency requirements for software operations and

applications using DDSP computer software applications using DDSP computer software • Effective Evaluation Skills Lesson Effective Evaluation Skills Lesson

Objective - to inform quality analysts with the necessary skills on how to create and use evaluating methods and skills to Objective - to inform quality analysts with the necessary skills on how to create and use evaluating methods and skills to assess quality assess quality

Quality Analyst Courses - The goal is to teach quality analysts how to use quality to assist DDSP restaurants. The objective is to Quality Analyst Courses - The goal is to teach quality analysts how to use quality to assist DDSP restaurants. The objective is to

perform skills such as quality monitoring and training managementperform skills such as quality monitoring and training management • Quality Monitoring Lesson Quality Monitoring Lesson

Objective - to inform quality analysts on the necessary skills to identify standards and goals of quality and using quality Objective - to inform quality analysts on the necessary skills to identify standards and goals of quality and using quality monitoring monitoring

• Training Management LessonTraining Management Lesson Objective - to inform quality analysts how to use the necessary skills to train management Objective - to inform quality analysts how to use the necessary skills to train management

ImplementationImplementation DDSP Formal Training PlanDDSP Formal Training Plan Training FacilitiesTraining Facilities

Corporate & Regional Offices – offer training to regional and Corporate & Regional Offices – offer training to regional and restaurant managers, long haul drivers, quality analyst, and restaurant managers, long haul drivers, quality analyst, and information technologistsinformation technologists

• Classroom SettingsClassroom Settings ComputersComputers WhiteboardsWhiteboards TelevisionsTelevisions Projector/projector screenProjector/projector screen Noise reduction headphonesNoise reduction headphones Conference tables/chairs Conference tables/chairs

DDSP Restaurants – offer training to wait staff, cooks, and delivery DDSP Restaurants – offer training to wait staff, cooks, and delivery driversdrivers

• Break rooms with classroom settings Break rooms with classroom settings ComputersComputers WhiteboardsWhiteboards Television Television

• Mobile Training Labs – Customized Trailer simulating restaurantMobile Training Labs – Customized Trailer simulating restaurant Kitchen EquipmentKitchen Equipment ComputersComputers Kitchen countersKitchen counters SinksSinks Work areasWork areas Tables and Chairs Tables and Chairs

Training Delivery MethodsTraining Delivery Methods Multimedia - CD-ROMS, PowerPoint, Videos, Text, Pictures, Multimedia - CD-ROMS, PowerPoint, Videos, Text, Pictures,

Animations, and Games Animations, and Games Web Based Learning - Internet and DDSP’s Intranet Web Based Learning - Internet and DDSP’s Intranet Video Conferencing - Live Conversation and Visual Video Conferencing - Live Conversation and Visual

Information Information Training Designers Training Designers

DDSP’s training department - Instructional Designers, Multimedia DDSP’s training department - Instructional Designers, Multimedia Developers, Web Experts, Graphic Artist, Administrative Assistants, and Developers, Web Experts, Graphic Artist, Administrative Assistants, and Interns Interns

Training TrainersTraining Trainers Proposed training to be done by the Training Solutions CompanyProposed training to be done by the Training Solutions Company

Trainers Trainers Senior ManagementSenior Management Training Department StaffTraining Department Staff

EvaluationEvaluation Focus Group for each DepartmentFocus Group for each Department

Evaluate Effectiveness of TrainingEvaluate Effectiveness of Training Results will be analyzed by the Training Results will be analyzed by the Training

DirectorDirector Evaluation Evaluation

Macro - evaluating the training system of Macro - evaluating the training system of DDSP and how the training system fits DDSP and how the training system fits together together

Micro - evaluating the products of the training Micro - evaluating the products of the training plan such as curriculum, courses, lessons, plan such as curriculum, courses, lessons, multimedia multimedia

Evaluation Plan - Kirkpatrick’s Four Levels Evaluation Plan - Kirkpatrick’s Four Levels Reaction Level – assess reaction of the Reaction Level – assess reaction of the

trainees to DDSP training plantrainees to DDSP training plan• Online Questionnaire at the end of each 2 week Online Questionnaire at the end of each 2 week

lessonlesson Learning Level - evaluating the change in Learning Level - evaluating the change in

behavior as a result of DDSP training behavior as a result of DDSP training • Online Pre and Post Test based on Training Online Pre and Post Test based on Training

ObjectivesObjectives Behavior Level - evaluating the change in the Behavior Level - evaluating the change in the

way trainees do their jobs after training way trainees do their jobs after training • Observation Observation

Results Level - evaluating the outcomes of Results Level - evaluating the outcomes of the DDSP trainingthe DDSP training

• Outcomes of TrainingOutcomes of Training Decrease in employee turnoverDecrease in employee turnover Profit increaseProfit increase Higher salesHigher sales Decrease in production costDecrease in production cost Fewer complaintsFewer complaints

Summary & ConclusionSummary & Conclusion

DDSP encountered problems over the past DDSP encountered problems over the past seven years seven years

Lost position as the # 1 Pizza RestaurantLost position as the # 1 Pizza Restaurant Created DDSP Formal Training Plan to Created DDSP Formal Training Plan to

problemsproblems Training provided to all departmentsTraining provided to all departments Projected Training Outcomes - Decrease in Projected Training Outcomes - Decrease in

employee turnoveremployee turnover Profit increaseProfit increase Higher salesHigher sales Decrease in production costDecrease in production cost Fewer complaintsFewer complaints

DDSP Training Plan will be evaluated using DDSP Training Plan will be evaluated using Kirkpatrick’s Four Levels Kirkpatrick’s Four Levels

DDSP Training Plan - ensure that no matter DDSP Training Plan - ensure that no matter how big we grow, we will hold fast to our how big we grow, we will hold fast to our historic working philosophy that “THERE IS historic working philosophy that “THERE IS NO SUBSTITUTE FOR QUALITY” NO SUBSTITUTE FOR QUALITY”

dr. dan’s speedee pizza’s formal training plan presented by: merry chokani training director –...

Documents

training lesson

effective training

training of trainers

training directoranalysis

missionprovide formal

training plans contributions

employees surveys

customer satisfaction