History of Chick fil A

Known for serving chicken sandwiches, Chick-fil-A is a chain of fast food restaurants. Truett Cathy started the third-largest food chain business in the United States (U.S.) in the 1940s. It presently has more than 2000 locations around the globe, with the majority of them located in more than 35 states in the United States (Bleich et al., 2015). The Company's headquarters are in Atlanta, Georgia, where the majority of its operating activities are managed. The company employs a sizable number of people, all of whom exhibit a lovely disposition and are considerate of customers. Additionally, they care and understand the needs of the clients that enhance their satisfaction.

Due to diverse nature of the workforce and customers, the faced significant problems regarding the religious belief, but they were able to overcome them because of the good will that the company managed to build in more than sixty- years. Likely they were able to retain their good reputation in the market (Wiedmaier, 2017). The company has ambitious expansion plans to extend its operations in the major cities such as New York and Washington where there is stiff competition from other big companies such as McDonald's and Yum Brands. Overcoming the competition would require the business to provide quality services to the customer to ensure that they penetrate the market. The market penetration would need a strong team with competent soft and technical skills that would facilitate the provision of quality standard of services to clients to start attracting new customers and retaining them.

Training group

The training group would consist of the recently interviewed candidates that t the company intends to hire for the sole purpose of working in newly established restaurants outlets in Washington and New York. The group will consist of 250 young men and women between the ages of 18 to 26 years that have freshly graduated from their respective hospitality colleges with much determination of making gaining additional work skills. The organization recognizes that Training and development in the key areas of operations are to ensure that the qualified individuals are well-equipped effectively with the daily functional skills to make sure that they have personal growth and success about their professional practices.

Training Issues

Chick-fil-A Company has plans to expand its operations in Washington and New York to exhaust the available business opportunities in those regions. The plans consist of financial capital and competent workforce. The company intends to extend its high standard of customer services and being the leader in providing of fast food products the region by implementing training programs to the new graduates from the hospitability. The training program will be based on the professional development where they would be extensively subjected to series of practical training to supplement their core concepts from college.

Training Needs Assessment Questionnaire

Chick-fil-A Corporation has a clear understanding that the freshly graduated employees would have inadequate core skills and knowledge that could make them feel confident and efficient in their respective areas of operations to meet the competitive standards that would be witnessed in Washington and New York. The Training Needs Assessment (TNA) would be conducted to ensure that the organization establishes an effective functional development program (Zahid Iqbal and Khan, 2011). The organizations utilize TNA to assess the training needs so that to identify the loopholes that might be present among the workforce (Anvari and Seliman, 2010).For the objectives of the corporation to be achieved, the assessment of the gap between the skills, knowledge, and attitudes (KSAs) that the new graduates possess would be essential.

The core competency framework of Chick-fil-A would be:-

Functional Area Staffs

Competencies

Food and beverage services

Product Knowledge

Punctuality

Goal oriented

Personality

Sense of willingness and urgency

Honesty and loyalty

Inter-personal and communication skills

Teamwork spirit

Persuasion skills

Adaptability

Food and beverage production

Integrity and professionalism

Strong decision making skills

Multitasking

Attention-detail-skills

Capability –to experiment

Effective communication skills

Customer care

Customer Focus

Integrity and professional skills

Effective communication and interpersonal skills

Products knowledge

Oriented in positive language

Ability to read customers

Goal oriented

Persuasion skills



The questionnaire below is designed for all the functional staffs in the various departments of the restaurants. The questions will be tailored towards identifying their daily activities performance expectations in their respective working environment.

What do you need to do to meet your company goals? What skills do you need to meet your personal goals?

In your own opinion, which goals come first, business or personal? Explain?

In regards to your roles and responsibilities in your working station, what activities would feel being challenged and why?

In regards to your professional capacity, what areas do you think your strength lies? What areas do you think that needs some improvements?

How would you be confident enough to utilize your skills and knowledge in urgent work situations?

What is your professional development plans in the next five years?

Utilization of TNA information

The training department at Chick-fil-A believes that conducting TNA would enable them to identify the challenges, make a determination of whether or not the training program would provide a sustainable solution and carry out the appropriate interventions approaches to solve the identified work problems. The needs of the organization will be well-known by setting standards of optimum level of professional practices for each job position and then evaluating the current levels of job performance (Caldwell et al., 2012). The needs and training of the organization will be obtained from the differences between the optimal and current proficiency levels. The training department believes assessing that the current capabilities of the staffs would create easier work of predict and overcome the impending barriers to achieve the new goals and objectives of Chick-fil-A in Washington and New York.

The training department at will apply modified NIH proficiency Scale (2009) to the establishment of its core competency framework.

Score

Proficiency level

Description

1

Novice

Have limited experience gained from the classroom and trainee on-the-job or experimental scenarios.

Focus on learning from the on-the-job experience.

Ability to understand and discusses concepts, terminologies, principles, and competency related issues.

2

Intermediate

Apply the skills and knowledge practically.

Applies this competency in the rare situations while would need minimal supervision to perform successfully.

Understands and discusses the application and impacts of changes in policies, processes, and procedures in the areas of operation.

3

Advanced

Implements actions related to this skills without guidance.

Focus is on broad professional or organizational issues

Consistent provision of relevant or practical ideas and suggestions on practice or process developments which might easily be implemented.

Capable of coaching others.

Able to contribute to the senior level discussion on competency.

Provide assistance on the development of resources and references on competency materials.

4

Expert

Can provide guidance and answer questions concerning area of profession and where skill is applied.

Strategically focused.

Demonstrate excellence consistency in application of competency across multiple tasks or organization.

Establish new applications that would help in the development of resource and reference materials for this competency.

Capable of using diagrams to illustrate relevant process components and issues related to the company.







ASSIGNMENT TWO

Introduction

Chick-fil-A restaurants intend to provide professional development training to its recent graduate employees who would be working in the newly established branches Washington and New York. The training department has developed questionnaires that would be used to identify the problems and determine the training needs that they might require based on the TNA outcomes. The core competency framework has been established to assist in the evaluation of the outcome of the program.

Training outcomes

The goals of the Chick-fil-A restaurants is to become the leading fast food provider around Washington and New York with underlining operation aim of delivering quality services that would satisfy the needs of the customers. The training outcomes revealed the following results:-

35% of trainees can demonstrate their skills and knowledge practically

13% of the trainees can provide coaching sessions to their fellows.

21% of the trainees can work independently without guidance.

Expected Performance

The following were the expected outcomes of the training:-

More than half the number of trainees will be able to use their skills and knowledge effectively practically.

It is expected that after training sessions, at least 50 trainees would be able to coach their fellows in areas that they do not understand.

At least 35% trainees would be able to work individually without being supervised.

Performance Gap

Less than half of the trainees were not able to demonstrate their skills and knowledge practically. Therefore it means that more practical training sessions would be required enables them applies their theoretical concepts in their daily activities.

There are a small number of trainees can coach others. The solution would be to use more simple training procedures to enable quick understanding.

There was a disparity of 14% of the number expected to work independently. The problems would be corrected by applying some other effective training techniques to enable for more people to work without guidance.































References

Anvari, R., & Seliman, S. (2010). Personal needs assessment approach in strategic training and affective commitment. International Journal of Business and Management, 5(7), 144.

Bleich, S. N., Wolfson, J. A., Jarlenski, M. P., & Block, J. P. (2015). Restaurants with calories displayed on menus had lower calorie counts compared to restaurants without such labels. Health Affairs, 34(11), 1877-1884.

Caldwell, C., Dixon, R. D., Floyd, L. A., Chaudoin, J., Post, J., & Cheokas, G. (2012). Transformative leadership: Achieving unparalleled excellence. Journal of Business Ethics, 109(2), 175-187.

National Institutes of Health. (2014). The NIH proficiency scale. National Institutes of Health website. Http: //hr. od. nih. gov/workingatnih/competencies/proficiencyscale. htm. Accessed October, 16.

Wiedmaier, S. M. (2017). BACKPEDALING NUGGET SMUGGLERS: A FACEBOOK AND NEWS ARTICLE THEMATIC ANALYSIS OF CHICK-FIL-A VS. GAY MARRIAGE.

Zahid Iqbal, M., & Khan, R. A. (2011). The growing concept and uses of training needs assessment: A review with proposed model. Journal of European Industrial Training, 35(5), 439-466.