Criteria Chosen
The management and key stakeholders of this company have used distinct criteria to assess customer needs. They have noted that there are delays especially during peak times (lunch and dinner) which lead to other inconveniences (Covey 2004). They have proposed the training of employees to ensure they are able to work together and independently during peak and off peak hours respectively. This will ensure that during peak hours they will perform their duties without interfering with what other employees do. This training will include specialization in specific roles like slicing bread, preparing vegetables, receiving orders, restocking products and taking orders. In addition, it will ensure they identify various meat and vegetable types and their qualities.
The training will ensure employees work in various sections to promote a smooth work flow. Once an order has been placed it will take less time to be received and handed to the client (Goldstein 2002). Moreover, sanitation issues will not arise since there will be one person handling cash while the rest will take orders or prepare them.
Justification for Data Collection Methods
The stakeholders have proposed two data collection methods to identify the sources of inefficiencies and how to handle them. First, the proposal considers observation as an effective data collection tool. This has many advantages including collecting data from the source. The observer will identify areas that are slow and the reasons for this. In addition, it is easy to compare and monitor the duration taken to complete each process (Covey 2004). For instance, an observer will note the time taken before an employee takes an order from a client, prepares and hands it to the client.
Secondly, interviewing employees will give an insight into the challenges they face during peak hours. For instance, the slicing blades or receipting machine may be old fashioned and thus performing slower than expected. In addition, some employees may not be comfortable where they have been assigned and this may be a major cause of inefficiencies (Goldstein 2002). On the other hand, workers may be lacking necessary skills to handle these machines during rush hours or they may be having tension due to a high number of clients requiring their services.
Cost and Benefits of Proposed Training Program
There is no doubt that this training will have economic impacts on the business. First, the stakeholders must recruit professional trainers and motivational speakers to train workers on how to improve their efficiency (Goldstein 2002). In addition, there may be the need to buy new machines to increase efficiency. It may be necessary to employ part time workers to serve clients whenever there is an influx especially during lunch time. These are additional costs the company must be prepared to handle. Moreover, the business may be forced to close for a while when workers are attending these trainings; however, this is risky since the company may lose some clients.
On the other hand, there are many benefits associated with the proposed training program. First, workers will know how to handle clients during peak and off peak times (Covey 2004). Secondly, they will specialize in specific areas and this will promote efficiency in service delivery. Thirdly, clients will get their orders on time and this will not compromise the quality of their purchases. Lastly, the training will reduce unnecessary stress and tension caused by impatient clients since waiters will no longer be under pressure to serve them.
References
Covey, S. R. (2004). The Seven Habits of Highly Effective People. New York: Free Press.
Goldstein, I. (2002). Training in Work Organizations. California: Wadsworth.