Scenario 5.2 Customer Complaint about Counter Crew
RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew.
-Please refer to Scenario 5.2.The manager discovered that the customer complaints were only concerning a few of the Drive Thru Counter Crew.What levels of training analysis would be most helpful to the manager?
A)organization and task analyses
B)organization and person analyses
C)task and person analyses
D)organization and job analyses

Question

Quizplus · Accepted Answer

Task analysis would help identify specific tasks that the Counter Crew is struggling with, such as taking orders and processing payments. Person analysis would help identify if any individual members of the Counter Crew are struggling with their job duties or if there are any training gaps for those specific individuals. Organization analysis or job analysis may not be as helpful in this specific scenario as the issue seems to be isolated to a few members of the Counter Crew, rather than a larger organizational or job-wide problem.

Scenario 5.2 Customer Complaint About Counter Crew