Applied Business Studies - E1

Omar Chaudhry 11MWE Mr Nenshi Unit 2

Task E1

This task requires me to describe the Rights of Customers under Consumer Law & Identify the Features within your chosen business that contribute towards Good Customer Service.

Pizza Hut – The 30 Day Challenge

When any employee that joins Pizza Hut, they will have to go through a process which will enable them to become fully trained in all tasks that will be needed for the team member to be effective. This process is called The 30 Day Challenge and is the main training process. The 30 day challenge aids the employee in terms of; they get to understand the job with assistance at hand; and the training will assist in terms of the employees’ confidence.

Week One – Learning the Job:-

Within the first week of training for any new employee will consist of basic training which will be scheduled. All new employees will be sent to a centralised training location for their induction in Birmingham, and then there is one to one training in store.

Week Two & Three – Practising skills:-

At the stage of the second and third week of the 30 day challenge, the employee should be fully trained therefore will be able to put their training into practise during the work shifts. Whilst on this shift the team member will obtain guidance from expert trainers and management teams. These trainer s will also provide feedback so that they know what areas they need to focus on and it will also allow the new employee to progress and self confidence will grow, therefore a better performance from the team member.

Week Four – Validating of skills:-

In the final week of the 30 day challenge the trainer will check with the employee that he/she feels confident in carrying out the tasks that are expected of them, and the skills and knowledge learnt over the period. The manager of the branch will be observing the employees progress in terms of confidence and to document this progression in the employee’s handbook. The manager will then assess the employees’ knowledge by doing several assessments and challenges. Another assessment that is carried out by the employer is the hygiene challenge. After the 30 day challenge is completed, the manager will complete a performance review. If needs is the employee can go to the manager to enquire about further improvement opportunities which will enable the employee to progress further.

Performance Review

Every 6 months the restaurants general manager and the management team are responsible of providing the team member a performance review.

The Initial Performance Review

The values

This section, the manager reviews the employees progress and to place the employee in the most suitable line of work, within the restaurant or whether they are capable of carrying out all areas of work within Pizza Hut. A manager also reviews the employee on health and safety issues alongside with hygiene. Whilst the employee is being reviewed, the manager has the right ...

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Performance Review

Every 6 months the restaurants general manager and the management team are responsible of providing the team member a performance review.

The Initial Performance Review

The values

Overall Job Performance

This stage consists of the line manager and the employee discusses with each other the employees’ strength and they also highlight the employees’ weakness. Pizza Hut also provide extra training if the employees intend to have extra training in any specific areas that they are weak in.

Health and Safety Training

Health and Safety Training is a necessary process and the most essential training for all employees at Pizza Hut. The reason for this is that if an employee was not aware of the health and safety measures, there could be various complaints, which could lead to Pizza Hut lowering their current reputation which is quite high. Some of the complaints could potentially be taken to court where Pizza Hut could be asked to pay compensation towards the prosecutor, and in some cases it could lead to Pizza Hut being closed down.

Every team member will have to complete the safety training register, which consists of a checklist which is studied by the manager for reasons to show what equipment the employee has been trained to use i.e. oven, fryer etc. This safety training register also contains training on general safety i.e. fire safety, bomb threats. This safety register is updated every 6 months to keep the employee up to date on all the health and safety rules and regulations. In the case that the Pizza Hut restaurant obtains new equipment, every employee that will use the equipment will need to be fully trained before any actions can be carried out using the equipment. If the employee uses the new equipment without training it would cause a hazard to other employees as well as the untrained user. Training is essential to be carried out on a regular basis for the benefit of all employees and the users own safety.

Retraining for new technologies:-

Over many years technology has increased vastly in use to complete many tasks. There has been a major increase in the use within the tertiary industry. As Pizza Hut falls into this category it also has taken upon many new upgrades in terms of technology which their employees must be trained to use efficiently. Some of the new technologies include:

Tills
Cooking equipment
Computers
Chip & Pin

When training is required, Pizza Hut will train their staff in one of the following two ways:

A demonstration shown by the supplier in each individual restaurant
A demonstration shown by the supplier at the Birmingham Training centre allowing many employees to receive training all at one time

Tills:-

Within Pizza Hut tills are used vastly and are probably the most used technology within the whole company as it is used for each customer for working out all costs. As this piece of equipment is a necessity for Pizza Hut’s employees to be able to utilize in an effective way, it is essential that Pizza Hut train all their staff that will be using this. Another usage for a till is to calculate the correct amount of change to give back to the customer.

Cooking equipment:-

As we can predict, within Pizza Hut cooking equipment is used very frequently as Pizza Hut are in the food industry, and with that comes a lot of new technology improvements which will require employees to become trained. Another reason in which employees will need to be trained is due to old equipment becoming unable to use therefore requiring Pizza Hut to buy new equipment. Pizza Hut will make an analysis on whether replacing an old piece of cooking equipment will be worth it, for example they will put into comparison the two pieces of equipment.

Computers:-

Pizza Hut normally uses computers for spreadsheets which help the business record financial records. Such spreadsheet applications such as excel can help maintain and record these documents with the help of simple formulas and calculations. As new software is released regularly this will require training that will be taken upon by only employees in those departments which use ICT as a means to aid towards the success of the business.

Chip & Pin:-

With the Chip & Pin system being a recent development, training is required for all employees that will come into contact with this system whilst on duty. This training is carried out so that the employee will understand how to use the new technology with a clearer understanding. The Chip & Pin system enables customers to pay via their credit card with enhanced security, hence encouraging more customers to pay with credit cards, which generally persuades customers to spend more as they have more money available at hand.

National Training Awards:-

Investors in people:-

Pizza Hut have obtained the Investors in People status, and for a business like Pizza Hut, obtaining the Investors in People status they would of had to proved that Pizza Hut are dedicated to the development of their staff’s abilities in order to meet the business aims. To receive this status, Pizza Hut must prove that that they provide all of the following principles, Commitment, Planning, Action, and Evaluation.

Commitment:-

Pizza Hut must demonstrate they are committed to developing their staff which will consequent in Pizza Hut achieving their business aims.

Planning:-

Pizza Hut has set their own aims and objectives, therefore need to get their staff into the mentality of achieving those aims and objectives.

Action:-

Pizza Hut has a continuously running staff training program which can enhance the team members’ skills which will enable them to become more able to achieve Pizza Huts aims and objectives.

Evaluating:-

Pizza Hut will review the success of their training and development programs at regular occasions. Investigators that are sent from Investors in People interview staff at Pizza Hut to ensure that the Investors in People status should remain at Pizza Hut.

E2 – Pizza Hut