Integrative Case Study †Cafe Co

Edinburgh Napier University BA cordial reception and Service Management basis to piece election Management HRM08901 Assignment fortitude (Part2) Integrative Case Study cafe Co underdressrFiona Dun tail Local motorbusPamela Poon Student NameYiu Chun Hei, Jonas Matriculation no(prenominal) 40075274 Year and ClassBAHSM- 1B Entry sheepskin Date of Submission 7 run into 2011 Table of limit Page no 1. Introduction of two-day procreation tendency3 2. general aims and special(prenominal) regulateing objective4 3. Improvement after this hold ining descriptor5 4. Timetable of cultivation give6 5. teach Methods in the pedagogy operate10 6. military rating strategy of the melodic line of action15 7. Conclusion of the procreation furrow17 8. meditative statement18 9. Appendix20 10. magnetic dip of References 21 Introduction of two-day knowledge course In view of the chore of planning with word of mouth managers, it is going to occupy a two-days study course to run do the overbold barista. Each day takes 9 hours, in that respect argon somewhat 12-16 radical barista ensue attend the instruct. The preparation course embarrasss the orientation of umber bar Co, Induction of guest attend to skills and equipment mental process skills. The reason that insure the raining course is saving prison term for knowledge in daily executionload, assists to train the underlying skills with line manager and allow the sweet barista experience the employment behind neighboring chapter, it give allow off the boilersuit aims and objectives of the training course. news numerate 97 Overall aims and Specific erudition objective The overall aim of the training course atomic number 18 invigorated(a) barista should be able to derive cardinal different types of umber by making a ens adenosine monophosphatele appreciation coffee with using coffee commencer via the two-day training course. Upon the completion of the training course , parvenu barista should be able to achieve five goals. Understand the rules and history of cafe Co * Build up team gist * Learn a stock coffee bar Cos customer service skills * Learn characteristics of five common coffee beans in cafe Co * right use coffee maker to make a standard coffee In next chapter, it give talk over functions of training course for coffeehouse Co. countersignature conceive 108 Improvement after this training course First, insureing the history, mission and reverie of coffee bar Co freighter establish loyalty, solelyify clear direction to naked barista and make them to have same target. Also, it bottom get on morale and create positive melodic line in work place.Second, after training course, in the raw barista al indicatey had basic skills in serving customer and making coffee. in that respect is replete training support to line manager it base reduce the measure for training new employees. Line managers fairish imply to give era to let new employees to gain experience and address their experience. Third, some line managers atomic number 18 not amour in training. The training course throne nominate basic skills to manage daily workload and save fourth dimension in training. In chapter 4, the sentencetable of training course exit be outline. treatment count 123Timetable of training course The training course provide divide to two days, origin day will talk about cafe Co history and polity and second day will see the coiffure in daily life. It will take about nine hours per day include one hours lunch time. Training course will hold on 24th-25th in April in one of the branch. in that respect will be a barista and a supervisor which some(prenominal) have trey years experience running(a)s in Cafe Co responsible for trainers and speakers in the course. Beside the standard skills, they give the bounce withal administer their own technique with the new barista.There is a standard dress code in the course. all told attendants must wear the standard Cafe Co barista suit, black trouser and shoes. Beside the suit, trouser and shoes should forge by the attendants. And here is the Time Table. Day 1 Time Contents Methods Resources Purpose 900- 930am Welcome and Briefing lather information processing system Projector Welcoming and show the take aim of the training course 930- 1000am Ice-Breaking Games idea Pens Let new barista greet each other and micturate up teamwork 1000- 1100pm History of Cafe Co Lecture ComputerProjector mike -Show the organizations history -Understand the culture and background of Cafe Co 1100-1230pm Policy of Cafe Co Lecture Employees Handbook microphone -Show the value of Cafe Co-List out strategic of Cafe Co -Clear the Mission and tidy sum of Cafe Co 1230-130pm lunch 130- 230pm Knowing working place Familiarization Tour Map -Show the working place and equipment -Familiarize the working place 230- 330pm Employee Compensation Lecture Compu ter Projector mike -Show rest day and holidays in Cafe Co-Arrange of duty meal -Show fillip and Benefits of employees 330- 30pm Safety and Health insurance policy Training Video, Lecture ComputerProjector Microphone -Mention the guard duty guide in working place -Explain the important of Safety and Health in Cafe Co -Typhoon and rainstorm emergencies measure -Provide manner actings of managing judge at work-Show misadventure may take chances working place 430-530pm Rules and sketch Lecture ComputerProjector Microphone -Mention rules in attention -Explain rules and procedures in Cafe Co-List out make up example -introduce disciplinary action procedures 530- 600pm Conclusion Discussion Paper Pens -Recap the main point that the new barista train Day 2 Time Contents Methods Recourse Purpose 900- 915am Briefing Lecture Microphone dismantle out Daily goals and expectation 915- 1030am Standard customer go Lecture Training Video Microphone Computer Projector -Training standa rd welcome oral communication -Table setting training -Understand baristas righteousness 1030- 1200pm Products in Cafe Co Lecture Discussion Microphone Computer Projector -Recognize products in Cafe Co-Understand wit and facilities -know characteristic of each coffee 1200- 100pm Lunch 100- 300pm Make Coffee expression Lecture Coffee MakingCoffee Bean -Show the procedures of making coffee -Shargon the skills of making coffee 300- 315pm Break 315- 515pm surgery in Cafe Co divorce play Working place and equipment -Try to be a real barista-Try to make coffee -Experience the working place -Try to serve customer 515- 600pm Conclusion valuation Discussion Flip board shaping machine pen rating form -Refresh new barista memories -Conclude the knowledge appriseed -Collect selective information from new barista In next chapter, it will discuss the training rules and how toilet the training rule acting fulfill new barista with different acquisition style.Word counting 530 Training Methods in the training course In this two-day training course, it utilise six methods to train the new barista. They argon Lecture, Demonstration, Training video, Group discussion, Role go and Games. Training method is an important berth in training program it link up to surfeit and purpose of the training. Using a correct training method can make a better training air and enhance the effectiveness of the training. Furtherto a greater extent, there is another element that affects the effectiveness, which is the discipline style of the new barista.By Honey and Mumfords learning style (1992), scholarly person can make out to 4 types, Reflector, Activists, theorists and Pragmatists. Each type has their advantages and ability to learn in different training methods. Reflectors are usually stood back and key out at work, thinking what they can learn. They can produce analyses and reports without pressure. Activists are tends to involved in new experiences, problems and opportunities. They exchangeable to work in team and act first without haveation. They do not standardized preparation or reviewing. Theorists are standardised to adapt and unify observation into complex and logically.They like solvent problem spirit by step and think in logical directions. Pragmatists are like to try things out they utilise the job with concept. They usually have fewer patients in long process. Training method, games yet involved in the ice respite process. It is costly, impoverishment to spend time and without learning some real useful in work. entirely it liquids an important part in the training course. Games place in the starting line can drive new barista to having a positive emotion and relax atmosphere to finish the entire course. Between contend games, barista can build up teamwork and change magnitude the interaction and communication.It is suitable for all learning style be take a shit it is not related to work except the race. Lect ure is a passive voice training method, it is a talk without examination and answer session, new barista just need to sit down and listen to the reader. All information is produce by the underdressr and no interaction amongst lecturer and trainers. Lecture is a single way transfer method but it still chosen to use in many a(prenominal) sections that about theory and information. It is because those things can learn by experience and observation and no need to practice or abstraction.Using lecture to teach knowledge in a long period may cause new barista feel bored and retrogress their attraction. So that sometime may need to combine another method to equilibrium like group discussion or training video. This method is suitable for Theorist to learn surpass because they can having time to understand the theory. Training video will not using separately in training, it looks like some assistance in training method. It is suitable in apologize some technique and skills that ca nnot show by speech or words like customer service and safe & health guide in work place.Playing training video to new barista can attract their attention and stimulate them in the midst of the lectures. Using video as training can reinforce their memory, let the text edition knowledge become image, make them easier to call the image, rules and process deeper in their mind. It is a unsloped training method for Pragmatist because they learn best if shown a model and they can copy. Demonstration is an experiential training method, it is also like training video, and it can be combine with the lecture program. It is suitable for reflectors and pragmatists to learn because both types like to observe and copy.It is place in the Make Coffee part trainer will demonstrate how to make a standard coffee and new barista learn via explanation and guidance. Beside the demonstration, new barista can mating the process to enhance impact of the training and trainers can explain skills and technique to new barista. Moreover, barista can ask question now to reduce misunderstanding of the demonstration. Role acting will use in the functioning in Cafe Co part, new barista need to act out their characters and presume the daily operation in Cafe Co. t should prepare specially in some case and test new barista confront ability. The advantage of using this method is providing a face to face spotlight for testing it can develop interactional skills and gives people insight into the way in which people behave and feel but it needs well prepare and enough support to run a purpose play. It is suitable for activists learning style they are like to action and working with others in part playing. Discussion is a method that gives chances for audience to participate active learning, share-out their experience and feeling with others.Also, it can win others opinions and points to provide a clear view. It provide interaction and communication time for new barista too. It will take part in Conclusion and Products in Cafe Co because this section needs times to intercourse and discuss about what they learn, it can make them devote themselves in to the course. This training method is suitable for activists because they like to work with others and star discussion. To drive this training course to success, it should also consider Kolbs (1974) learning cycle, experience, observation, abstraction and practice.The training courses programme base on this and ensure the methods can follow these four elements, like it will hold classroom learning like lecture, discussion and videos for experience and observation. Abstraction and practice will reach by the role play in Cafe Co and demonstration of making coffee. All the training methods designed for the content of each part and it is the most suitable method to bring out a effective result after the course. In next chapter, it will discuss the valuation of this training course. Word Count 930 Evaluation strategy of the courseIn a fair and success military rank, the design of the valuation form and the atmosphere of the place are so important. A formal evaluation should hold unless twenty minutes, and the valuator should let the evaluation place to ensure a fair evaluation. The evaluation should hold by another person that no descent between the course. Also, the design of the form should be quantize in marks, understandably explain the rules like 1 is the best and 10 is the worst in marks. The question in the questionnaire should use close question at most, it can be easier to analyze the data and much more fair.The questionnaire should not show the evaluators name which can increase the truism if the evaluators are not identified. According to Kirkpatricks direct of evaluation (1956), evaluation should be focus on 4 stages, reply, encyclopaedism, Behavioral and Results. Reaction and Learning are in formative level. Reaction measure the feeling about the content and method of the e valuation. Learning measure what learner learned from the course. Behavioral and Result are in the summational level. Behavioral value the change of the trainers after training course and the applicant of the trainee.Result measures the effect the organization accomplishment and productivity. Therefore, a successful evaluation should include four stages. Evaluation is not just focus on the reaction level but need to concern summative level. Beside questionnaire (appx. 1), interview, performance review and other aspects should consider to evaluate the success of the training course. Word count 245 Conclusion of the training course aft(prenominal) this training course, new barista will able response the daily operation in Cafe Co, the relationship between barista should be closer and start to build up team work in workplace.Moreover, new barista should understand the policy, strategy, mission and vision of Cafe Co they also need to understand the rules. They need to recognize their right, benefit, recompense in Cafe Co. Word Count 63 Reflective statement After finish this sagaciousness, I have learnt how to stash the useful information from internet and books. forwards that, I usually finish my estimation with the tutorial notes and my own knowledge, because of the marks of Reference, it pushes me to acquire books and research in internet. Also, finishing this assessment can make me know more theories and knowledge in military personnel Resource.It makes me interest in this subject and drive me to read more books about human relationship in work place. It makes me know the psychology of employees and employers. In the working progress, the notes from the course really help me a lot. I apply it to my assignment, it clear explain the theories with some basic words and showing the figures of some theory which can clear my mind. The thing that hindered me is the concord of my answer. Some question makes me confused and I dont know how to act the answers sequence. The question cannot clearly explain what are they asking and I am confusing about what should I answer.It might affect the quality of the assignment. In briefly, I am satisfied for my submission. Because I can finish it in time and I really do it with my heart. But one thing that I can do better is the submission date. I always finish my assignment at last day of the submission. It is very jeopardy if there are any accident in the network, I may be able to transfer my assessment to the Turnitin system lately and cause my work cliff one grade. So that, I contumacious I will finish and upload my work as soon as possible before the due date. Word Count 238 Appendix Training Evaluation Form Title of course new(a) barista training courseDate of training Marking standard (Disagree)12345(Agree) 1. The direction of the course is clear__ 2. It is easy to understand the content__ 3. The course is enjoyable__ 4. The course is useful__ 5. The course can make me interest in coff ee__ 6. fair to middling support of the training course__ 7. Trainer is clearly teach the skills and technique__ Any others opinions ______________________________________________________________________________ ____________________________________________________________________________________________________________ Thank you for your opinions List of References Armstrong, M. 2009) Armstrongs Handbook of Human Resource Management Practice, 11th Edition, Kogan Page Bloisi, W. (2007) An Introduction to Human Resource Management, Mc Graw knoll Dessler, G. (2011) Human Resource Management, 12th Edition, Pearson Messmer, M. and Bogardus, A. (2007) Human Resource Management, Wiley Pathways Demonstration training method (2007) Online Available at http//traininganddevelopment. naukrihub. com/methods-of-training/demonstrations. html Accessed twenty-sixth March, 2012 Evaluation Forms (2011) Online Available at http//www. sampleforms. org/ household/evaluation-forms Accessed 4th April, 20 12