{"id":435735,"date":"2018-06-27T13:57:11","date_gmt":"2018-06-27T13:57:11","guid":{"rendered":"https:\/\/essaypaper.org\/?p=29660"},"modified":"2018-10-24T09:05:08","modified_gmt":"2018-10-24T09:05:08","slug":"critique-of-training-assignment","status":"publish","type":"post","link":"https:\/\/www.benedictsol.com\/blogs\/critique-of-training-assignment\/","title":{"rendered":"Critique of Training Assignment"},"content":{"rendered":"<h2><strong>CRITIQUE OF TRAINING DESIGN<\/strong><\/h2>\n<p><strong>This assignment is worth 20% of your final grade and addresses Course Objectives 1 and 4.\u00a0 It gives you an opportunity to critique a training proposal and to recommend a better training design.\u00a0 You must complete this assignment individually, without contacting other students, and you may not use a paper or any part of a paper from a previous class or from another person.\u00a0 If you have questions about this assignment, please post them in the \u2018Ask the Professor\u2019 discussion forum so that everyone can benefit from the answers<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>The Scenario<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>This scenario is adapted from:<\/p>\n<p>Noe, R. A. (2013). <em>Employee training and development<\/em> (6th ed.). New York, NY: McGraw-Hill Irwin.<\/p>\n<p>&nbsp;<\/p>\n<p>You are the human resource generalist for College Inn, a chain of modestly-priced hotels located in the Southeastern United States.\u00a0 Each hotel has 100 to 150 rooms, a pool, and a full-service restaurant.\u00a0 The hotels are located near the exit ramps of major highways in three Southeastern college towns: Raleigh, NC; Columbia, SC; and Athens, GA.\u00a0 You just received the attached memo from the vice president of operations asking for your opinion about some training he is contracting for with outside consultants.\u00a0 There is no training manager for College Inn, so the vice president often contacts you for help with training in the Operations division.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>YOUR TASK<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Prepare a 2 \u2013 3 \u00a0page memo to the vice president of operations that critiques the proposed training<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Identify <u>all<\/u> problems related to the proposed training and discuss why these items are problems. <strong><em>Hint:<\/em><\/strong> You might want to review the competencies TD professionals should possess.\u00a0 The Association for Talent Development (ATD) Competency Model (https:\/\/www.td.org\/Certification\/Competency-Model) is a good resource.<\/li>\n<li>Give your recommendations for improving the training design and explain how your revised design will address the VP\u2019s expectations regarding the training.<\/li>\n<li>Describe at least two ways managers can support the training. <strong><em>Hint:<\/em><\/strong> You might want to review the Transfer of Learning Matrix that is listed in the Week 4 Required Reading-Transfer of Learning area.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>The vice president values your opinion but also likes to know what other experts have to say, so support your statements and opinions with citations from appropriate sources.\u00a0 The vice president is not familiar with training and development terminology, so <strong>provide definitions for key concepts and theories that you believe apply to this situation<\/strong>.\u00a0 Don\u2019t forget to cite the source(s) of your definitions.<\/p>\n<p>&nbsp;<\/p>\n<p>Your memo should be two to three single-spaced pages, excluding the cover and reference pages.\u00a0 Please use one-inch margins and a font size of at least 11 points.\u00a0 <strong>Include a minimum of five references in your memo<\/strong>.\u00a0 Cite reputable sources such as the readings and resources posted in our classroom, and articles published in academic or practitioner journals within the last ten years.\u00a0 <strong>The websites of consulting firms and blogs are not appropriate sources for this assignment<\/strong>.\u00a0 Put your references on a separate page and use APA format for all citations, quotations, and references.<\/p>\n<p>&nbsp;<\/p>\n<p>You might be tempted to propose conducting a detailed needs assessment but remember that the VP has already conducted a needs assessment and is eager to get started with the training.\u00a0 The VP mentions an article by Ross Tartell; the article can be found via the UMUC library:<\/p>\n<p>&nbsp;<\/p>\n<p>Tartell, R. (2014). Use focus groups for rapid needs analysis. <em>Training, 51<\/em>(2), 14.<\/p>\n<p>&nbsp;<\/p>\n<p>You might also want to read a bit about service recovery.\u00a0 Here are two articles that are available through the library:<\/p>\n<p>&nbsp;<\/p>\n<p>Kim, T., Yoo, J. J-E., &amp; Lee, G. (2012). Post-recovery customer relationships and customer partnerships in a restaurant setting.\u00a0 <em>International Journal of Contemporary Hospitality Management, 24<\/em>(3), 381-401.<br \/>\ndoi: 10.1108\/09596111211217879<\/p>\n<p>Komunda, M., &amp; Osarenkhoe, A. (2012). Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty. <em>Business Process Management Journal, 18<\/em>(1), 82-103. doi: 10.1108\/14637151211215028<\/p>\n<p>&nbsp;<\/p>\n<p>Please see the next page for the grading criteria for this assignment.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>The memo from the vice president of operations follows the grading criteria.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<table width=\"118%\">\n<tbody>\n<tr>\n<td width=\"100%\"><strong><em>Criteria for Grading Critique of Training Design Assignment<\/em><\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"100%\">\n<table width=\"556\">\n<tbody>\n<tr>\n<td width=\"100%\">\n<table width=\"554\">\n<tbody>\n<tr>\n<td width=\"13%\"><strong>\u00a0<\/strong><\/td>\n<td width=\"19%\"><strong>A<\/strong><\/td>\n<td width=\"19%\"><strong>B<\/strong><\/td>\n<td width=\"19%\"><strong>C<\/strong><\/td>\n<td width=\"19%\"><strong>F<\/strong><\/td>\n<td width=\"8%\"><strong>Points Earned<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>Quality of Content <\/strong><\/p>\n<p><strong>(55 pts)<\/strong><\/td>\n<td width=\"19%\">Student demonstrated exceptional knowledge of relevant concepts and theories; all statements and opinions were supported by appropriate citations from the literature.<\/p>\n<p>&nbsp;<\/p>\n<p>55 \u2013 50 points<\/td>\n<td width=\"19%\">Student demonstrated satisfactory knowledge of relevant concepts and theories; most statements and opinions were supported by appropriate citations from the literature.<\/p>\n<p>&nbsp;<\/p>\n<p>49 \u2013 44 points<\/td>\n<td width=\"19%\">Student demonstrated less than satisfactory knowledge of relevant concepts and theories; some statements and opinions were not supported by appropriate citations from the literature.<\/p>\n<p>&nbsp;<\/p>\n<p>43 \u2013 39 points<\/td>\n<td width=\"19%\">Student demonstrated unsatisfactory knowledge of relevant concepts and theories; many statements and opinions were not supported by appropriate citations from the literature.<\/p>\n<p>&nbsp;<\/p>\n<p>38 \u2013 0 points<\/td>\n<td width=\"8%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>Comments<\/strong><\/td>\n<td colspan=\"5\" width=\"86%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>Quality of Research<\/strong><\/p>\n<p><strong>(20 pts)<\/strong><\/td>\n<td width=\"19%\">Student did an exceptional job of integrating course readings with additional research.\u00a0 Student cited more than the required number of references.\u00a0 Sources listed were all scholarly or practitioner journals or academic books from the last ten years.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>20 &#8211; 18 points<\/td>\n<td width=\"19%\">Student did a satisfactory job of integrating course readings with additional research.\u00a0 Student cited the required number of references.\u00a0 Sources listed were primarily scholarly or practitioner journals or academic books from the last ten years.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>17 \u2013 16 points<\/td>\n<td width=\"19%\">Student did a less than satisfactory job of integrating course readings with additional research.\u00a0 Student may not have cited the required number of references.\u00a0 Some sources listed may not have been scholarly or practitioner journals or academic books from the last ten years.<\/p>\n<p>&nbsp;<\/p>\n<p>15 &#8211; 14 points<\/td>\n<td width=\"19%\">Student did an inadequate job of integrating course readings with additional research.\u00a0 Student did not cite the required number of references.\u00a0 Many of the sources listed were not scholarly or practitioner journals or academic books from the last ten years.<\/p>\n<p>&nbsp;<\/p>\n<p>13 \u2013 0 points<\/td>\n<td width=\"8%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>Comments<\/strong><\/td>\n<td colspan=\"5\" width=\"86%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>Organization and Mechanics <\/strong><\/p>\n<p><strong>(20 pts)<\/strong><\/td>\n<td width=\"19%\">Student presented information in a logical sequence that was very easy to follow.\u00a0 Memo had no major spelling and\/or grammar errors.\u00a0 The page length requirement was met.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>20 \u2013 18 points<\/td>\n<td width=\"19%\">Student presented information in a mostly logical sequence that was fairly easy follow.\u00a0 Memo had a few minor spelling and\/or grammar errors.\u00a0 The page length requirement was met or may have been slightly exceeded.<\/p>\n<p>&nbsp;<\/p>\n<p>17 \u2013 16 points<\/td>\n<td width=\"19%\">Student presented information in a confusing sequence that was not easy to follow.\u00a0 Memo had several major spelling and\/or grammar errors.\u00a0 The page length requirement may not have been met.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>15 &#8211; 14 points<\/td>\n<td width=\"19%\">Student presented information in an illogical sequence that was difficult to follow.\u00a0 Memo had many spelling and\/or grammar errors.\u00a0 The page length requirement was not met.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>13 \u2013 0 points<\/td>\n<td width=\"8%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>Comments<\/strong><\/td>\n<td colspan=\"5\" width=\"86%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>APA formatting<\/strong><\/p>\n<p><strong>(5 pts)<\/strong><\/td>\n<td width=\"19%\">All citations, quotations, and references were formatted correctly or contained only one or two minor errors.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>5.0 \u2013 4.5<\/td>\n<td width=\"19%\">Most citations, quotations, and references were formatted correctly or contained a few minor errors.<\/p>\n<p>&nbsp;<\/p>\n<p>4.4 \u2013 4.0 points<\/td>\n<td width=\"19%\">Several citations, quotations, and references were not formatted correctly or contained major errors.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>3.9 \u2013 3.5 points<\/td>\n<td width=\"19%\">Many citations, quotations, and references were not formatted correctly or contained many errors.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>3.4 &#8211; 0 points<\/td>\n<td width=\"8%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\"><strong>Comments<\/strong><\/td>\n<td colspan=\"5\" width=\"86%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"13%\">&nbsp;<\/td>\n<td width=\"19%\"><strong>\u00a0<\/strong><\/td>\n<td width=\"19%\">&nbsp;<\/td>\n<td width=\"19%\">&nbsp;<\/td>\n<td width=\"19%\"><strong>Total Points Earned<\/strong><\/p>\n<p><strong>(100 points max<\/strong><strong>)<\/strong><\/td>\n<td width=\"8%\"><strong>\u00a0<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><strong>Overall Comments<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>MEMORANDUM<\/p>\n<p>&nbsp;<\/p>\n<p>To: Human Resource Manager<\/p>\n<p>&nbsp;<\/p>\n<p>From: Vice President of Operations<\/p>\n<p>&nbsp;<\/p>\n<p>Subject: Service Recovery Training<\/p>\n<p>As you know, I am constantly trying to improve customer service in our hotels.\u00a0 I believe that one of the most important aspects of high quality customer service is service recovery, or how our employees both seek out and respond to customer complaints.\u00a0 There are two outcomes to a customer complaint:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>the customer complains and is satisfied by the response, or<\/li>\n<li>the customer complains and is not satisfied with the response.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>However, sometimes the customer is dissatisfied, but never makes a complaint.\u00a0 In my experience, dissatisfied customers don\u2019t complain because (1) they want to avoid confrontation, (2) they don\u2019t have a convenient way to make a complaint, or (3) they don\u2019t believe that complaining will do any good.<\/p>\n<p>&nbsp;<\/p>\n<p>I have decided that we need to train our hotel staff in service recovery.\u00a0 My decision is based on the results of a recent needs assessment my staff conducted by holding focus groups with members of our frequent guest program.\u00a0 I followed the steps in the article by Ross Tartell that you sent me last year; it helped me and my staff get useful information.\u00a0 One theme that emerged from these focus groups was that our employees have difficulty in the area of service recovery.\u00a0 For example, one guest said that last month, in one of our restaurants, he had to wait more than 30 minutes to get a simple cheeseburger, which was cold by the time it was delivered to his table and had cheddar cheese instead of the Swiss cheese the guest requested.\u00a0 When the guest complained, the waiter rolled his eyes and said that the chef always messed up the cheeseburger orders.\u00a0 Another guest called the front desk at 6:00 p.m. to request extra towels and was told that all of the housekeepers were gone for the day.\u00a0 These service failures affect guests\u2019 perceptions of our hotels and discourage repeat visits.<\/p>\n<p>&nbsp;<\/p>\n<p>I heard two business process consultants speak at the International Hotel, Motel, and Restaurant Show last year and I thought they were very dynamic.\u00a0 I contacted them about doing some service recovery training and found out that they have consulted on operational issues for one or two of our competitors.\u00a0 They have agreed to give a presentation about service recovery.<\/p>\n<p>&nbsp;<\/p>\n<p>Here\u2019s what the consultants proposed for the service recovery training.\u00a0 They will deliver a presentation accompanied by a question and answer period.\u00a0 The total time for the training session will be approximately three hours: the presentation will last one and a half hours, the question-and-answer period will last approximately 45 minutes, and there will be one 30 minute break.\u00a0 We will run one session for each shift (day, afternoon, and night shifts).\u00a0 I would like to pilot this training in the College Inn-Athens before rolling it out to the other two locations.<\/p>\n<p>&nbsp;<\/p>\n<p>My expectation is that after this training, the staff will be able to successfully recover from service failures.\u00a0 Because you are knowledgeable about training, I want your honest feedback on the proposed training session.\u00a0 Specifically, I want to know whether or not our employees will be able to recover from service problems in their interactions with customers after they complete this training.\u00a0 If not, what recommendations do you have for improving the training?\u00a0 I also think the managers need to support the training but I didn\u2019t address that issue with the consultants.\u00a0 Can you give me some ideas on the best way to engage the managers?<\/p>\n<p>&nbsp;<\/p>\n<p>I look forward to hearing your thoughts.\u00a0 If you need any additional information, please don\u2019t hesitate to contact me.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>CRITIQUE OF TRAINING DESIGN This assignment is worth 20% of your final grade and addresses Course Objectives 1 and 4.\u00a0 It gives you an opportunity to critique a training proposal and to recommend a better training design.\u00a0 You must complete <a href=\"https:\/\/www.benedictsol.com\/blogs\/critique-of-training-assignment\/\" class=\"read-more\">Read More &#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"class_list":["post-435735","post","type-post","status-publish","format-standard","hentry","category-essay-paper-writing"],"_links":{"self":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts\/435735","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/comments?post=435735"}],"version-history":[{"count":0,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts\/435735\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/media?parent=435735"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/categories?post=435735"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/tags?post=435735"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}