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Connecting People and Performance |
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The Training Packagesm Operational Training System
The Training Packagesm is an integrated set of customized operational tools that enable an organization’s service philosophies to become actual service behaviors with guests and fellow employees. There are eight tools included in The Training Packagesm.
The Training Package
Process Maps are flowcharts that provide pictorial representations of the series of tasks and decisions made in each selected work process, with specific task responsibility denoted by department and position. These flowcharts enable your organization to simplify processes, ensure that all steps add value, and improve service levels. These flowcharts also provide a basis for development and customization of the additional tools.
Trainer’s Guides, customized by position, offer comprehensive, yet concise guides for trainers to use in training existing and new employees in each task for which they are responsible. These valuable guides include employee, guest, operational and supervisory tasks and service standards. Step-by-step instructions, structured questions and recommended experiential training activities ensure learner involvement and retention.
Training Checklists, customized by position, ensure that the employee has been trained in each task and that the employee and trainer agree that mastery of each task has been attained. Certification can be completed in levels and linked with compensation commensurate with each level.
Performance Evaluations, customized by position, support the measurement of each employee consistently performing the tasks to standard. The results can be linked with your overall performance management system.
End product, measurable Department Standards are a compilation of department standards used in training. All standards are included in the Trainer’s Guides, creating an aligned system for achieving departmental excellence.
Spreadsheet Department Audits support the measurement of compliance with departmental standards. They are used for measurement by self, departmental managers and supervisors, other department personnel, standards teams, unannounced mystery shoppers, etc. Results of this measurement form the basis for recognition of what is performed at, or above, standard and indicate where redirection is necessary in the department.
Employee Reminder Cards are small, quick reference cards listing critical process steps, and are used by the employee during training and thereafter as a reminder.
Customer Experience Questionnaires are small cards intended to capture guest perception of experience, focusing on the critical deliverables for each area. An indication of customer loyalty and best practices benchmarking questions are included. The questionnaire can be coordinated with a reward and recognition system, via a “tear-off” thank you card provided to the employee for delivering excellent service.
The Training Packagesm
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