Hurm 1006 : Training And Assessment Answers

This is the given performance problem is in Tim Hortons, conduct the organizational analysis of Tim Hortons in the context of that performance problem.

Performance Problem

The guests are leaving the queue because of slow services provided by new employees. This is clear from the number of transactions and average ticket is going down significantly and this performance problem is impacting other employees and customers the most. Company’s reputations and sales will be at stake because businesses have to be concerned over this fact. After all, if customers refuse to wait in line or leave your store with a sour taste in their mouth because the line was too long, it will affect the business’ bottom line.

It is affecting others employees because they get frustrated to train the new person during the rush hours of the business and as a result, they try to avoid the new staff whenever possible.

Answer: 

Introduction:

Tim Horton’s is a leading fast food chain in Canada. The brand is renowned for its sumptuous doughnuts and fresh coffee. The fast food chain is the largeast quick service restaurant chain in Canada. At present, Tim Horton’s is battling the issue of slow service owing to a large number of new employees. The issue is adversely impacting company’s sales as well as the working environment. This report highlights upon an organizational analysis which throws light upon strategies to fill the performance gap at Tim Horton’s.

Strategic analysis

Since its inception, Tim Horton’s has consistently focussed on offering high quality products to its customers across the globe. The brand’s mission is to deliver superior quality products and services to their guests and communities through partnership, innovation and leadership. In order to accomplish its vision as a brand, Tim Horton’s needs to train its employees in terms of enhanced innovation as well as leadership. The problem clearly signifies that old employees at Tim Horton’s tend to avoid new employees as they might have to train them during rush hours. This evidences a lack of partnership. Performance gaps in any business are filled through effective training. Trainings provided in organization must be in line with the long term vision and mission of the business.

Strong team work among employees is imperative to the success of any organization (Ghaferi & Dimick, 2016). Team building activities and leadership workshops must be conducted so that employees can take responsibility and initiative. A strong leadership is the lynchpin upon which the organization rests.

Environmental analysis

External environment of every industry continues to impact the human resource management and development strategies adopted by the firm (Armstrong & Taylor, 2014). There are several competitors within the fast food industry in Canada. Predominantly, Tim Horton’s faces direct competition with chains like Dunkin Donuts, Krispy Kreme, McDonald’s, Subway and Au Bon Pain.

It is noticed that out of these chain, Tim Horton’s is the only store wherein cashiers who take orders are also responsible for preparing the order. This creates a time lag which is one of the primary reasons for slow delivery. Secondly, the problem statement defines that new employees are not offered effective training and hence their performance continues to be slow. Tim Horton’s could adopt a buddy system. Buddy system in organization assigns one old employee to every new employee. This old employee is the point of contact for the new employee. This leads to effective coordination among team members. Secondly, employees must be trained to specialize in their jobs (either being a cashier or preparing food). This specialization would result in increased efficiency.

Resource analysis

Owing to a budget constraint, Tim Horton’s could adopt a job shadowing training methodology. This method suggests that a new employee can shadow an old employee for a few days in order to learn and understand the job (Mader, Mader & Alexander, 2017). In terms of human resource, instead of expecting older employees to train new employees, Tim Horton’s could tie up with a few freelance trainers who could dedicate a small amount of time at Time Horton’s to provide training to new employees.

Organizational context analysis

Workplace culture continues to be one of the most important factors impact levels of employee motivation. The culture at Tim Horton’s lacks team work, coordination and even a sense of ownership towards the firm. In order to conduct training and development sessions so as to fill the performance gap that the brand is currently facing, the working culture at Time Horton’s needs to be improved.

Efforts must be made by the management to improve the training transfer climate at Tim Horton’s. An organizational culture which encourages learning and growth in pivotal for improved employee performance. Employees must be able to consider acquiring skills as a part of their job responsibility. Leaders of the organization must lead by example and foster a culture of learning. Besides this, the human resource department must put the right efforts in motivating employees to enhance their skills, take responsibility and foster growth. Rewards and recognition of employees for their efforts is also an impactful way of motivating employees. A 360 degree feedback system should also be adopted. This system suggests that every employee of the business gets feedback from his or her peers, seniors as well as juniors (Karkoulian, Assaker & Hallak, 2016).

Conclusion:

The slowing performance at Tim Horton’s is adversely impact the organization’s performance. There are important training and development steps that can be taken by the firm to address the same. This includes creating an atmosphere of learning, motivating employees, improving the training transfer climate and putting an effective feedback system in place.

References:

Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management practice. Kogan Page Publishers. United Kingdom.

Ghaferi, A.A. and Dimick, J.B., 2016. Importance of teamwork, communication and culture on failure?to?rescue in the elderly. British Journal of Surgery, 103(2), pp.e47-e51.

Karkoulian, S., Assaker, G. and Hallak, R., 2016. An empirical study of 360-degree feedback, organizational justice, and firm sustainability. Journal of Business Research, 69(5), pp.1862-1867.

Mader, F.H., Mader, D.R. and Alexander, E.C., 2017. Job shadowing experiences as a teaching tool: A new twist on a tried and true technique. Atlantic Marketing Journal, 5(3), p.8.