Multinational Coffee New Franchisee Training Proposal
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Multinational coffee franchise is revamping its training
program for first-time franchise owners. Training will include:
Machine/appliance operation and basic maintenance Purchasing and
inventory management Hiring Customer service Introduction
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Goals and Objectives Learning Goal The learner will staff and
manage daily operations of a profitable franchise coffee shop.
Learning Objectives Given access to the online corporate database,
the learner will locate appliance manuals. Given the franchise
equipment manuals, the learner will operate, clean, and service
machines in accordance with the operators manual. Given typical
throughput, learner will formulate a purchasing schedule that
maintains stock of all items without gaps longer than one day.
Learner will populate a database for tracking and maintaining
inventory based on headquarter guidelines. The learner will develop
three interview questions to ascertain the level of customer
service skill the interviewee possesses. Learner will compare each
candidates interview answers, experience, and application to
determine which candidates meet company mission, policy, and legal
requirements. The learner will demonstrate the procedures for
processing an order to the customers satisfaction. Given a customer
problem, the learner will be able to evaluate the situation and
consider, select, and perform a course of action.
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Instructional Strategies and Activities
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Instructional Strategy The coffee companys franchisee training
program is more generative than supplantive. Scaffolding will be
limited, assuming franchise owners buying into this franchise have
experience in the business. Since learners are familiar with the
business, their level of knowledge indicates they do not require
cognitive off-loading to help them focus on learning (Smith &
Ragan, 2005). Instead, the goal of the instruction is to help
learners generate the skills required to be self-sufficient at the
conclusion of training. Learning objectives focus on learner
resourcefulness: the ability to locate manuals and working guides,
problem solving techniques, and procedural knowledge. Source:
http://images.businessweek.com/ss/06/06/sb_greencompanies/source/4.htm
Source:
http://images.businessweek.com/ss/06/06/sb_greencompanies/source/4.htm
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Organizational Strategy Organizational strategy will follow
Gagns events of instruction with a generative approach (as cited in
Smith & Ragan, 2005). At the start of each session, the
instructor will call the learners attention to the subject,
explaining why the content of the lesson is important to the
success of their business. Each lesson moves from declarative
knowledge into higher-order active learning and practice in support
of the learning goal(s) for the lesson. First, stimulus materials
will be provided, such as information about: equipment, business
procedures, or real-life operational scenarios. The instructor will
guide the learner by stimulating recall of prior knowledge and
declarative knowledge presented earlier within the lesson. The
learner will proceed into a learning activity designed to support
the learning goal and elicit learner performance/active learning in
accordance with cognitive learning theory. Throughout each
activity, the instructor will provide informative feedback designed
to enrich learner understanding. At the conclusion of each lesson,
the instructor will assess learning in support of the lessons
learning objectives.
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Delivery Strategy The delivery mechanism for this course could
be in- class with an instructor, blended, or entirely online. We
recommend a blended learning solution in which the instruction will
occur online with the help of a pedagogical agent and many learning
activities will take place using videoconferencing technologies in
order to connect the learner with an instructor. Additionally, the
learner will participate in a summative two-week shadowing activity
to truly practice the learned skills and concepts. If the course
were entirely online, intensive time and resources would be
required to develop robust simulations to adequately inform and
assess learning. Source:
http://www.kelley.iu.edu/KEP/Images/orientation_20080821_82.jpghttp://www.kelley.iu.edu/KEP/Images/orientation_20080821_82.jpg
Source:
http://www.kelley.iu.edu/KEP/Images/orientation_20080821_82.jpghttp://www.kelley.iu.edu/KEP/Images/orientation_20080821_82.jpg
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Management Strategy This training should occur as soon as a
franchise is purchased, before the store is opened under the new
owner. To maximize group participation in a training session,
training can be scheduled to begin on the first Monday of each
month. Source:
http://southwhidbeycommons.org/wp-content/uploads/2011/05/DSCN0748.jpg
http://southwhidbeycommons.org/wp-content/uploads/2011/05/DSCN0748.jpg
Source:
http://southwhidbeycommons.org/wp-content/uploads/2011/05/DSCN0748.jpg
http://southwhidbeycommons.org/wp-content/uploads/2011/05/DSCN0748.jpg
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Curriculum Design Environment: The course will be hosted in an
LMS that will enable company to add support for training through
group discussions. The LMS will have a translate feature so content
is available in multiple languages. Learning Goal: The learner will
staff and manage daily operations of a profitable franchise coffee
shop. Program Outline: Courses: (training is broken into 4 courses)
1. Machine/appliance operation and basic maintenance 2. Purchasing
& inventory management 3. Hiring 4. Customer service Each
Course will include the following: Introduction Goals/Objectives
Demonstration Learning Guide Assessments
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Learning Goal Types: Declarative knowledge, procedures, problem
solving Introduction: Done with a review of declarative knowledge.
Body: Refreshes/shares knowledge of basic operations &
maintenance and use of operator manuals in general. Tools/Training
Aids Quick Reference Card Operation/Maintenance Guide Video
Tutorials Activities: Scavenger Hunt-find resources to find items
such as machine parts and manuals. Assessment: Performance
Conclusion: The learner has demonstrated his or her ability to use
the company resources to find the information needed to identify
machine parts for service. Review quick reference guides and remind
the learner to place them in easily accessible locations in their
coffee shop. Course One Machine/Appliance Operation and Basic
Maintenance
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Learning Goal Types: Declarative knowledge, principles,
procedures Introduction: Procedural lesson. May present a video or
simulation asking the learner to gather the items needed to make a
specific item. They find that an item on the list is missing. Leads
to the necessity of databases for inventory and supply orders.
Body: Teaches the procedures for entering data in the database and
inventory spreadsheets. Teaches the ordering process. Enter data
into database for tracking purposes Quick Reference Card
Activities: Given access to the company database, inventory
tracking sheet and purchasing schedule, the learner will order
weekly supplies as required. Owner will populate a database for
tracking and maintaining inventory based on headquarter guidelines.
Owner will prepare a purchasing log for tracking financials.
Student has a filled out tracking sheet and completes a purchasing
log based on that information. Assessment: Performance/Simulation
Conclusion: The learner can now use the database to determine if
the supplies needed for a specific item are available. Course Two
Purchasing and Inventory Guide
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Learning Goal Types: Concepts, principles, procedures
Introduction: Concept lesson. Have learners recall a hiring
interview they were part of. Discuss good/bad from the event. Body:
Discuss legalities of hiring process and interviewing skills and
considerations. Quick Reference Card How to interview
tutorialeLearning module with scenario based simulation Hiring tips
sheet Checklist of things to do once person is hired Activities:
The learner will practice a mock interview with a trainer at the
end of the course using videoconferencing technology. Assessment:
Performance/Simulation/Portfolio Conclusion: Review hiring process
and corporate standards with emphasis on the need to apply these
principles in real life hiring events. Course Three Hiring