PLANNING

“ Minutes spent planning can save hours when it

comes to getting things done”
 WHAT ARE THE MAIN PROBLEMS?
 Conduct training audit or report and look for some
of the following:
 Organizational problems.
 Lack of coordination between teams.
 Poor communications.
 Failure to delegate.
 Do they have adequate resources?
 Are their working conditions unsatisfactorily?

Note: Sometimes these can be real problem areas and not the lack
of training.

Is training really needed?

If you have diagnosed the problems areas which can be remedied
by training, you must find out who is responsible for training in the
organization.
 THE TRAINING POLICY
Criteria for effective training policy:
 There must be an active long-term training policy
supported by management.
 Training must be designed to support the organization
long term objective and goals.
 There must be an adequate training budget.

 Management must allocate sufficient time during

working hours for the required training to be carried
out.
 Competent people must be available to carry out the
training.
 Suitable locations and resources for training must be
available.
 There must be a constant evaluation of all training to
see if it is economically effective.
 WHAT NEEDS TO BE CONSIDERED?
The policy should ensure that:
 New staff are inducted and trained well.

 Workers are competent in their assigned tasks.

 People are trained for new jobs and promotions.

 People are well trained for new technology and

in the use of new equipment.
 Workers should communicate well with their
colleagues, clients, and with management.
 Selection policies and the training of new group
leaders and managers should be well
organized, fair and honest.
 THREE MAJOR STAGES OF TRAINING PROGRAM

PLANNING
1. Job Analysis
2. Trainee Analysis
3. Training Need Analysis
4. Training Objectives

PREPARATION
5. Select and Organize Content.
6. Select Training Ways, Methods, Aids.
7. Prepare Lesson Plans.
8. Plan Evaluations

PRESENTATION
9. Conduct Training
10. Evaluate Training
11. Review and Revise
 A. PLANNING

1. JOB ANALYSIS 2. TRAINEE ANALYSIS

• What does the trainee do? • Who/where are they?
• Why? • Special characteristics
• How? • Level of
• How well? knowledge/skills/experience?

3. TRAINING NEED ASSESSMENT (TNA)

• List weaknesses and ways to overcome them.

4. TRAINING OBJECTIVES
• What has to be done?
• Under what conditions?
• Up to what standard?
• How will it be evaluated?
 1. JOB ANALYSIS (SERVICE CREW)
Duties and Why? How? How well?
Responsibilities
1. Delivery of greetings Provide Provide Basic Training about QCS: Must be
with a SMILE, Eye Quality 1. Mandatory Greetings CONSISTENT
Contact and Customer “Good Morning/Afternoon/Evening through
Delivery of Service. Sir/Ma’am/Everybody.. Welcome Performance
complimentary to Company PO”. Evaluation
close. How can I help you? and Mystery
2. Components of Mandatory Shopper
Greetings.
a. Pause SC Evaluation
b. Establish Eye Contact Always (5pts.)
c. Smile Seldom(3pts.)
d. Audible Voice Never (0pts.)
e. Lively manner

3. Complimentary Greetings
“Thank you/(Daghang Salamat)
Sir/Ma’am/Everybody…
Have A Nice Day! Balik..Balik!
Happy Weekend!
 Duties and Why? How? How well?
Responsibilities
2. Shows a thorough Provide Provide Basic Training about QCS: Must be
understanding of the Excellent 1. Product Knowledge CONSISTENT
company products Customer a. Line Products & its Shelf-Life through
and has a sense of Service. b. High Priced Item & Low Priced Performance
merchandising Item. Evaluation
awareness. c. First In-First Out Procedure and Mystery
(FIFO) Shopper.
d. Fast & Slow Moved Items
e. Prices SC Evaluation
f. Promos Always (5pts.)
Seldom(3pts.)
3. Delivers in a timely 2. Merchandising Awareness Never (0pts.)
and responsive a. Proper Product Display
manner the products (customer perspective)
ordered by the b. Marketing Collaterals
customer. c. Packaging Materials
d. Pre-pack procedure (take-
out)
e. Period Covered/Due Date

3. Technical Process & Policies (Time

& Motion)
 Duties and Why? How? How well?
Responsibilities
4. Establish high Provide Provide Basic Training about QCS: Must be
standards for Excellent 1. Customer Service 101 CONSISTENT
customer service, Customer a. Meaning of C-U-S-T-O-M-E-R through
striving constantly to Service. b. Types of Customers Performance
achieve them. c. Basic Serving Steps in CS. Evaluation
d. Do’s & Don’ts of CS. and Mystery
Shopper.

5. Possess an effective 2. Selling Dimension

suggestive selling a. Lifetime Value of Customer SC Evaluation
technique and up b. Transaction Count versus Always (5pts.)
selling. Average Count. Seldom(3pts.)
c. Importance of Suggestive & Never (0pts.)
Up selling and its impact.
d. Ways to Suggest and Upsell.
6. Effectively handles
customer problems, 3. Customer Complaints
unpredictable work a. Types of Complaints
flow and other job- b. Customer likes & dislikes.
related pressures c. Kinds of Problem Customers
while serving d. Handling Complaints (L-A-S-T)
customers.
 Duties and Why? How? How well?
Responsibilities
7. Maintain a neat Provide Provide Basic Training about QCS: Must be
appearance with a Excellent 1. Food Safety and Sanitation CONSISTENT
complete uniform; Customer a. Personal Hygiene and Hand through
makes a positive Service. washing. Performance
impression on the b. Food borne Illness Evaluation
customer. c. Employee Illness and Mystery
8. Performs side duties d. Impact of Food Safety Shopper.
and cleans up e. Temperature Danger Zone
whenever necessary. f. Integrated Pest Management
9. Adheres to SC Evaluation
punctuality and 2. Company Rules & Regulation Always (5pts.)
maintains a perfect a. Attendance Seldom(3pts.)
attendance order. b. Performance of Duties Never (0pts.)
10. Abeyance to c. Deportment
company standards, d. Clean & Safety Environment
policies, &
procedures. 3. Outlet Safety & Security
11. Respectful of a. Pro-active security measures.
superiors and co- b. Basic guidelines during
employees. emergency situations.
12. Maintains at all time
courtesy to
customers.
 TRAINEE ANALYSIS
 Physical Characteristics (age and sex of
trainees, size of group, location of training)
 Educational Characteristics (language spoken,
knowledge, skills).
 Psychological Characteristics (attitudes, beliefs,
values, interests, motivation, norms).
 Characteristics (occupation, authority, status).

 Work Experiences (local, overseas, OJT, other

type of work).
 TRAINEE ANALYSIS
A. Who : Service Crew
B. Where: Sales Department
C. Number of Trainees: 35 (all contractual)
D. Characteristics
 80% (18 to 21 years old) 20% (22 to 27 years old)
 60% (college level) 30% (high school graduate)
 Mental Ability Test: Average
 Somewhat confident, energetic, & excited to work.
E. Level of Knowledge, Skills, and Experience.
 80% (28trainees) without working experience while the
remaining 20% (7 trainees) with experience not more than
one year.
 95% (33trainees) no working related experience in sales/selling.
 20% (7 trainees) with basic knowledge on company policies.
 0% (33 trainees) without basic training on customer service, food
sanitation, and food safety and sanitation.
 TRAINING NEEDS ASSESSMENT

The method of determining if a training need

exists and if it does, what training is required to
fill the GAP.

TRAINING NEEDS = Desired Capability – Current Capability of the Participants

 TRAINING NEEDS

REQUIRED PERFORMANCE / DESIRED BEHAVIOR

GAP – identifies the NEED ASSESSMENT –

difference between gathering of information
current performance about a specific work
and the desired before. need that can be resolved
by training.

ACTUAL PERFORMANCE / DESIRED BEHAVIOR

 NEEDS ASSESSMENT

 Performance Analysis
 Target Population Analysis – Individual or group
involve in a need assessment or training program.
 Sorting training needs and wants.
 Job Analysis – the presence of identifying all parts
of a specific job.
 Task Analysis – find the best method & sequence of
steps to complete a specific task.
NEEDS VERSUS WANTS ANALYSIS

 Discovers training needs that are related to the

Organizational work. Training is to linked to
the final outcome and providing appropriate
training will benefit the individual as well as
the Organization.
 MAIN REASON OF TNA
 SOLVING A CURRENT PROBLEM

 AVOIDING A PAST OR CURRENT PROBLEM

 CREATING OR TAKING ADVANTAGE OF A FUTURE

OPPORTUNITY.

 PROVIDING LEARNING, DEVELOPMENT OR

GROWTH.
 FIVE (5) STEPS OF TNA
1. Identify the Problem – determine Organizational
Context (policy, Goal & Responsibilities, Perform GAP
Analysis, Set Objectives).

2. Determine Design of Needs Analysis – determine

target group to be trained and person responsible for
TNA.

3. Collect Data
 Conduct Interview
 Administer Questionnaires/Survey
 Review documents or existing trainings
 Observe people at work.
 FIVE (5) STEPS OF TNA
4. Analyze Data
 Conduct Qualitative & Quantitative Analysis
 Make Findings & Recommendation
 Write Reports

5. Provide Feedback
 Make Presentation
 Determine next presentation.
 COMPETENCY

 An observable behavior supported

by specific knowledge, skills and
attitudes. Each company has a
specific result or output.
Using a Problem Solving Approach
 Identify an apparent need.
 Analyze the possible causes of this need.
 Decide if the need can be overcome thru training. If so…
 Decide how
 Develop training objective.
 Decide the most appropriate training methods.
 Prepare the training plan.
 The TNA process may identify problems/needs in two areas:
 Training
 The Organization
 If any of the needs identified cannot be met through
training, then management should be informed accordingly.
Factors that may lead to training needs

 Process Improvements
 Staffing Promotion/Changes

 New Equipment / Technology

 Performance / Safety Issues

 Problems in Production / Safety

 New Systems / Procedures

Factors that may lead to training needs

 Changes in Law/Regulations
 Succession Planning
 Career Path/Growth
 Re-organization process (e.g. communication /
decision making).
 Business Process Re-engineering (troubleshooting),
dynamic improvement in the business.
 Process Improvements
 How do you determine where
Training is Needed

 Need Assessment Questionnaire

 Needs Analysis
 Employee Interviews
 Employee Opinion/Climate Surveys
 Exit Interviews
 Customer Returns/Calls
 Accidents
 New Equipment/Software
 How do you determine where
Training is Needed
 Changes in Procedure
 Re-Organization
 Job Re-Design
 Performance Appraisal Results
 Promotions and Terminations
 Observations
 Assessment Centers
 Employment/Skills Test
 Focus Group
 PLANNING TRAINING

 Business Needs
 Current Competencies

 Training Methods

 Cost

 Effectiveness
 Training Needs Assessment Update

 WHEN WAS THE LAST TIME YOU CONDUCTED A TRAINING

NEEDS ASSESSMENT IN YOUR COMPANY?
 IF YES: ASK FOR THE PROCESS (HOW DO YOU CONDUCT
THE TNA)
 IF NO: ASK FOR OTHER WAYS/ALTERNATIVE TOOL

 BASED ON THE RESULT OF YOUR TNA, WHAT ARE THE

GENERAL RECURRING ISSUES, CONCERNS AND PROBLEMS
ENCOUNTERED THAT SERVE AS HINDRANCES/OBSTACLES
TO THE PERFORMANCE OF THEIR TASK & DUTIES?
 Training Needs Assessment Update

 CAN THESE CONCERNS OR PROBLEM BEST BE SOLVED BY

TRAINING?
 IF YES: WHAT ARE THE DESIRED OR EXISTING TRAINING
PROGRAMS OR LEARNING INTERVENTION TO FILL IN THE
GAPS.
 IF NO: WHAT ARE THE OTHER ALTERNATIVE WAYS TO
SOLVE THE SAID CONCERN OR PROBLEM

 HOW DO YOU IMPLEMENT THOSE TRAINING PROGRAM?

 Training Needs Assessment Update

 WHAT LEVEL & TYPE OF TRAINING THE COMPANY

IS CURRENTLY PARTICIPATING IN?

 HOW WILL TRAINING IMPACT ON THE

PRODUCTIVITY, COMPETITIVENESS, & LONG TERM
SUSTAINABILITY OF THE COMPANY?
 TRAINING OBJECTIVES

 Describes what trainees should be able to do at the

end of their training that they couldn’t do before.

 An objective must follow the S-M-A-R-T Way:

 Use specific words that have a precise meaning.

(Choose, classify, construct, define, describe,
designate, determine, differentiate, discuss, distinguish,
establish, evaluate, explain, identify, indicate, integrate,
list, name, practice, prepare, select, specify, state, and
trace).
 EXAMPLE OF TRAINING OBJECTIVES

At the end of the 2nd semester, enrolled students of HR Training

and Development subject will be able to:

 Identify the employee & organizational training needs of

different industries by conducting Training Need Assessment
(TNA).
 Prepare Training Module based on the result of the Training
Need Assessment (TNA).
 Conduct Training Presentation.
 Practice Evaluation and Feed backing system.
 Discuss the improvement of the students based on the
training session/s.