Case Study

Executive Summary: This instructor-led training (ILT) was created as an alternative training option to be deployed in addition or as a supplement to the eLearning module series I designed by management or their delegate. This ILT includes three components: a presentation, a facilitator guide, and a participant guide. Furthermore, the ILT blends an instructor-led presentation with simulation exercises that offer learners the opportunity to gain hands-on experience practicing bagging to-go orders, waiting on dine-in customers, and taking orders at the register. The ILT also leverages reflection exercises to activate prior learning and encourage learners to empathize with customers.

Challenge: Similar to my eLearning Case Study, the challenge at hand is Five Loaves Deli’s lack of training for new hires with the exception of a brief, one-day shadowing of seasoned employees by a new hire. As a small business, training for new employees has not been a top priority compared to the time, effort, and expertise needed to develop this solution. Five Loaves Deli currently employees approximately 12 staff members, mostly female, who range in age from 16-50, and while a few staff members have extensive restaurant experience, others may have little to no work experience altogether. After consulting with the owner, it became clear that any form of training had great potential to articulate and meet leadership’s expectations and ultimately create a friendly, efficient restaurant experience for customers, leading customers to return, leave positive online reviews, and increase revenue.

Solution: This solution is a good alternative to the eLearning training. While the series of eLearning modules is the optimal solution, in the event of a large number of new hires or any potential technical difficulties with the eLearning training, management could pivot to ILT. Compared to the eLearning module series, ILT presents the benefit of simulation exercises that allow the learner to gain hands-on experience performing the three most important tasks at the deli: bagging to-go orders, waiting on dine-in customers, and taking orders at the register. 

Result: In consultation with the owner of Five Loaves Deli, I learned that providing training to new hires represents enormous potential in terms of staff’s ability to articulate and meet leadership’s expectations, and ultimately create a friendly, efficient restaurant experience for customers, leading customers to return, leave positive online reviews, and increase revenue.