Dr. Dan’s SpeeDee Pizza’s Formal Training Plan Presented By: Merry Chokani Training Director – DDSP

Training Policy  Value Statement Give the highest quality of food, service, and business using the shared vision of the company while promoting personal growth Give the highest quality of food, service, and business using the shared vision of the company while promoting personal growth  Belief Statement No matter how big we grow, we will hold fast to our historic working philosophy that “There is no substitute for quality” No matter how big we grow, we will hold fast to our historic working philosophy that “There is no substitute for quality”  Action Statement provide an expansive assortment of training programs provide an expansive assortment of training programs

Training Policy cont.  Challenge Statement We challenge each employee to present the highest quality by adhering to the belief of DDSP We challenge each employee to present the highest quality by adhering to the belief of DDSP  Responsibility Statement DDSP will recognize the proficiency of the training plan by maintaining a database that keeps record of the training by the employees DDSP will recognize the proficiency of the training plan by maintaining a database that keeps record of the training by the employees

Rationale  Requesting implementation of DDSP Formal Training Plan Train all departments Train all departments Synchronize employees knowledge Synchronize employees knowledge Create DDSP’s Learning organization Create DDSP’s Learning organization  Proposed Training plans contributions to DDSP Inc 10% increase in sales 10% increase in sales 95% increase in quality control and customer satisfaction 95% increase in quality control and customer satisfaction 15% decrease in production cost 15% decrease in production cost 20 % return on human capital 20 % return on human capital

Operational Plan  DDSP Formal Training Plan Includes 5 Main Lessons for all department: Company Policy, Customer Service Computer Training, Employee Interaction, & Safety And Security Additional Lessons – Individual Departments Divided into Four Month Sessions Each employee required to take 5 main lessons sequentially Followed by remaining lessons for their department

Operational Plan cont. Training Lesson will last 2 weeks Training Lesson will last 2 weeks Departmental Training Program/Curriculum will last 16 weeks Departmental Training Program/Curriculum will last 16 weeks All employees required to complete training within 6 months All employees required to complete training within 6 months Individualized refresher computer simulations after 6 months for all employees Individualized refresher computer simulations after 6 months for all employees Retraining year after previous training Retraining year after previous training  Full Training Design and Training of Trainers Expected by July 2008 Expected by July 2008  Full Plan Implementation Expected by September 2008 Expected by September 2008

Analysis  Dr. Dan’s SpeeDee Pizza Mission “There is no substitute for quality” - Provide the highest grade of quality to our customers Employee Self Development and Fulfillment  Achieve Mission Provide formal training to all Departments Results Highly skilled, committed employees Employees will take the initiative to learn

Analysis cont.  Cause of Problems Lack of Effective Training for DDSP employees Lack of Effective Training for DDSP employees  Surveys to find problems with DDSP Customer Survey – given to customers in all restaurants with 5% off coupon incentive Customer Survey – given to customers in all restaurants with 5% off coupon incentive The results revealed poor customer service and satisfactionThe results revealed poor customer service and satisfaction Employees Survey – given to employees before picking up paychecks Employees Survey – given to employees before picking up paychecks The results revealed employees lack of job skills, communication skills, improper job standards, proper leadership, and no proper trainingThe results revealed employees lack of job skills, communication skills, improper job standards, proper leadership, and no proper training

Analysis cont.  Focus Group Analyze customer and employees surveys Analyze departmental problems Find a solution to the problems found by the survey  Made up of CEO, CKO, Senior Management, and Training Director

Analysis cont.  Focus Group Results Found specific departmental performance gaps Found specific departmental performance gaps All departments shared five performance gaps All departments shared five performance gaps  Performance Gaps All Departments All Departments 100% of the employees need to know the history, mission, values, and culture of DDSP100% of the employees need to know the history, mission, values, and culture of DDSP 100% increase in providing customer satisfaction100% increase in providing customer satisfaction 80% computer proficiency80% computer proficiency 75% employee interaction75% employee interaction 70% safety and security70% safety and security Restaurant Managers Restaurant Managers 30% increase in employee retention30% increase in employee retention 50% increase in effective team leadership50% increase in effective team leadership 70% increase in purchasing and inventory methods70% increase in purchasing and inventory methods

Analysis cont.  Performance gaps cont. Cooks Cooks 60% increase in food handling60% increase in food handling 65% increase in food preparation65% increase in food preparation 70% increase in properly using restaurant equipment70% increase in properly using restaurant equipment Delivery Drivers Delivery Drivers 50% increase in safe driving50% increase in safe driving 60% increase in money management60% increase in money management 80% increase in navigational skills80% increase in navigational skills

Analysis cont.  Performance gaps cont. Wait Staff Wait Staff 60% increase in money management60% increase in money management 70% increase in wait staff etiquette70% increase in wait staff etiquette 45% increase in alcohol service45% increase in alcohol service Long Haul Drivers Long Haul Drivers 50% increase in safe driving50% increase in safe driving 60% increase in merchandise handling60% increase in merchandise handling 80% increase in navigational skills80% increase in navigational skills

Analysis cont.  Performance gaps cont. Information Technologists Information Technologists 75% increase in computer problem solving75% increase in computer problem solving 20% increase in computer updating20% increase in computer updating 20% increase in job aids creation20% increase in job aids creation Quality Analysts Quality Analysts 80% increase in effective evaluation skills80% increase in effective evaluation skills 70% increase in quality monitoring70% increase in quality monitoring 75% increase in training management75% increase in training management

Analysis cont.  DDSP Formal Training Plan’s Goals Short Term Goals Employees will apply 60% of the skills learned during in their job position at DDSP within 6 months Medium Term Goals An increase in sales by at least 25% a month leading to a total of $600,000 within three years Long Term Goals DDSP employees will effectively use 95% of the skills gained from training with their job position Employees will experience 100% self development and fulfillment Employees will display 100% commitment to providing the highest quality

Analysis cont.  Resources for DDSP Training Facilities Facilities DDSP’s Classroom SettingsDDSP’s Classroom Settings DDSP’s Mobile Training LabsDDSP’s Mobile Training Labs DDSP’s RestaurantsDDSP’s Restaurants Delivery Methods Delivery Methods MultimediaMultimedia Web Based LearningWeb Based Learning Video ConferencingVideo Conferencing

Analysis cont. Funds Funds Open Account set aside by CEO for Training Directors accessOpen Account set aside by CEO for Training Directors access Employees training paid for by the Corporate OfficesEmployees training paid for by the Corporate Offices Training Development Training Development Responsibility of Training Department Staff at the Corporate OfficesResponsibility of Training Department Staff at the Corporate Offices Training Plan Organization Training Plan Organization Priority – Foundational Lessons which are company policy, customer service, computer training, employee interaction, and safety and securityPriority – Foundational Lessons which are company policy, customer service, computer training, employee interaction, and safety and security Followed by training specific for each departmentFollowed by training specific for each department

Design  Target Population for DDSP Formal Training Plan Restaurant Managers Restaurant Managers Cooks Cooks Wait Staff Wait Staff Delivery Drivers Delivery Drivers Long Haul Drivers Long Haul Drivers Information Technologists Information Technologists Quality Analysts Quality Analysts

Design cont. The DDSP Formal Training Plan Structure: DDSP Formal Training Program Curriculums Courses Lessons

Design cont.  DDSP Formal Training Program Components Restaurant Managers Curriculum Restaurant Managers Curriculum Corporate Policies CourseCorporate Policies Course Company Policy Lesson Company Policy Lesson Employee Interaction Lesson Employee Interaction Lesson Safety & Security Lesson Safety & Security Lesson Customer Service Lesson Customer Service Lesson Supplemental CoursesSupplemental Courses Computer Training Lesson Computer Training Lesson Purchasing & Inventory Methods Lesson Purchasing & Inventory Methods Lesson Management CoursesManagement Courses Retaining New Hires Lesson Retaining New Hires Lesson Leadership Lesson Leadership Lesson

Design cont. Wait Staff Curriculum Wait Staff Curriculum Corporate Policies CourseCorporate Policies Course Company Policy Lesson Company Policy Lesson Employee Interaction Lesson Employee Interaction Lesson Safety & Security Lesson Safety & Security Lesson Customer Service Lesson Customer Service Lesson Supplemental CoursesSupplemental Courses Money Management Lesson Money Management Lesson Computer Training Lesson Computer Training Lesson Wait Staff CoursesWait Staff Courses Wait Staff Etiquette Lesson Wait Staff Etiquette Lesson Alcohol Serving Policies Lesson Alcohol Serving Policies Lesson Cooks Curriculum Corporate Policies Course Company Policy Lesson Employee Interaction Lesson Safety & Security Lesson Customer Service Lesson Supplemental Courses Computer Training Lesson Proper Care and Use of Kitchen Equipment Lesson Cooking Courses Food Handling Lesson Food Preparation Lesson

Design cont. Delivery Drivers Curriculum Delivery Drivers Curriculum Corporate Policies CourseCorporate Policies Course Company Policy Lesson Company Policy Lesson Employee Interaction Lesson Employee Interaction Lesson Safety & Security Lesson Safety & Security Lesson Customer Service Lesson Customer Service Lesson Supplemental CoursesSupplemental Courses Navigation Skills Lesson Navigation Skills Lesson Computer Training Lesson Computer Training Lesson Delivery Drivers CoursesDelivery Drivers Courses Pizza Handling Lesson Pizza Handling Lesson Safe Driving Lesson Safe Driving Lesson Long Haul Drivers Curriculum Corporate Policies Course Company Policy Lesson Employee Interaction Lesson Safety & Security Lesson Customer Service Lesson Supplemental Courses Navigation Skills Lesson Computer Training Lesson Long Haul Drivers Courses Merchandise handling Lesson Safe Driving Lesson

Design cont. Information Technologist Curriculum Information Technologist Curriculum Corporate Policies CoursesCorporate Policies Courses Company Policy Lesson Company Policy Lesson Employee Interaction Lesson Employee Interaction Lesson Safety & Security Lesson Safety & Security Lesson Customer Service Lesson Customer Service Lesson Supplemental CoursesSupplemental Courses Computer Training Lesson Computer Training Lesson Job Aids Lesson Job Aids Lesson Information Technologist CoursesInformation Technologist Courses Problem Solving Lesson Problem Solving Lesson Update Management Lesson Update Management Lesson Quality Analyst Curriculum Corporate Policies Courses Company Policy Lesson Employee Interaction Lesson Safety & Security Lesson Customer Service Lesson Supplemental Courses Computer Training Lesson Effective Evaluation Skills Lesson Quality Analyst Courses Quality Monitoring Lesson Training Management Lesson

Development of Content  Restaurant Managers Curriculum – the goal is to educate restaurant managers on how to effectively run and manage their restaurants. The objective is to inform managers on corporate, management, and supplemental policies Corporate Policies Course – to teach managers the foundation that will help them understand how their job fits into the overall corporate mission and strategic agenda of DDSP Corporate Policies Course – to teach managers the foundation that will help them understand how their job fits into the overall corporate mission and strategic agenda of DDSP Company Policy LessonCompany Policy Lesson Objective – inform managers about DDSP attendance policies, insurance, retirements, benefits, bonuses, foundations, and values/goals/missions Objective – inform managers about DDSP attendance policies, insurance, retirements, benefits, bonuses, foundations, and values/goals/missions Employee Interaction LessonEmployee Interaction Lesson Objective - inform all managers with the necessary skills such as teamwork, shared vision, which are needed for employee interaction Objective - inform all managers with the necessary skills such as teamwork, shared vision, which are needed for employee interaction Safety & Security LessonSafety & Security Lesson Objective - inform all managers with the necessary safety and security procedures for their position Objective - inform all managers with the necessary safety and security procedures for their position Customer Service LessonCustomer Service Lesson Objective - inform DDSP managers with the skills needed to better serve our customers Objective - inform DDSP managers with the skills needed to better serve our customers Supplemental Courses – the goal is to teach managers the knowledge on computers and purchasing and inventory methods. The objective is for managers to perform computer skills and purchasing and inventory policies on their jobs using the supplemental courses Supplemental Courses – the goal is to teach managers the knowledge on computers and purchasing and inventory methods. The objective is for managers to perform computer skills and purchasing and inventory policies on their jobs using the supplemental courses Computer Training LessonComputer Training Lesson Objective - inform managers with the basic DDSP computer proficiency requirements for inputting orders, inputting inventory, calculating inventory, and end of the shift reports using DDSP computer software Objective - inform managers with the basic DDSP computer proficiency requirements for inputting orders, inputting inventory, calculating inventory, and end of the shift reports using DDSP computer software Purchasing & Inventory Methods LessonPurchasing & Inventory Methods Lesson Objective - inform managers with the necessary skills to calculate, purchase, and input inventory Objective - inform managers with the necessary skills to calculate, purchase, and input inventory Management Courses - the goal is to teach managers the skills necessary for creating a team oriented environment. The objective is to perform skills such as leadership and employee retention using management courses. Management Courses - the goal is to teach managers the skills necessary for creating a team oriented environment. The objective is to perform skills such as leadership and employee retention using management courses. Retaining New Hires LessonRetaining New Hires Lesson Objective - inform managers on the necessary skills to retain new and old employees Objective - inform managers on the necessary skills to retain new and old employees Leadership LessonLeadership Lesson Objective - inform managers about how to utilize formal delegation, multi-task, and assign orders Objective - inform managers about how to utilize formal delegation, multi-task, and assign orders

Development of Content cont.  Wait Staff Curriculum - The goal of is to educate the wait staff on how to effectively serve DDSP customers in the restaurant. The objective is to inform wait staff on corporate, wait staff, and supplemental policies Corporate Policies Course - to teach the foundation that will help the wait staff to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for wait staff to be proactive on their duties and help to create a team oriented environment Corporate Policies Course - to teach the foundation that will help the wait staff to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for wait staff to be proactive on their duties and help to create a team oriented environment Company Policy LessonCompany Policy Lesson Objective - to inform wait staff on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Objective - to inform wait staff on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Employee Interaction LessonEmployee Interaction Lesson Objective - to inform the wait staff with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Objective - to inform the wait staff with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Safety & Security LessonSafety & Security Lesson Objective - to inform all wait staff with the necessary safety and security procedures for their position Objective - to inform all wait staff with the necessary safety and security procedures for their position Customer Service LessonCustomer Service Lesson Objective - to inform the wait staff with the skills needed to better serve our customers Objective - to inform the wait staff with the skills needed to better serve our customers Supplemental Courses - The goal is to teach the wait staff the knowledge on procedures and duties for wait staff. The objective is for the wait staff to perform many tasks such as money management and basic computer skills on their jobs using the supplemental courses Supplemental Courses - The goal is to teach the wait staff the knowledge on procedures and duties for wait staff. The objective is for the wait staff to perform many tasks such as money management and basic computer skills on their jobs using the supplemental courses Money Management LessonMoney Management Lesson Objective - to inform wait staff with the knowledge about effective money management Objective - to inform wait staff with the knowledge about effective money management Computer Training LessonComputer Training Lesson Objective - to inform the wait staff with the basic DDSP computer proficiency requirements for inputting orders using DDSP computer software Objective - to inform the wait staff with the basic DDSP computer proficiency requirements for inputting orders using DDSP computer software Wait Staff Courses - The goal is to teach the wait staff the skills necessary for doing their job by providing customer satisfaction. The objective is to perform duties using wait staff courses Wait Staff Courses - The goal is to teach the wait staff the skills necessary for doing their job by providing customer satisfaction. The objective is to perform duties using wait staff courses Wait Staff Etiquette LessonWait Staff Etiquette Lesson Objective - to inform wait staff on customer interaction, personal appearance, and timely service Objective - to inform wait staff on customer interaction, personal appearance, and timely service Alcohol Serving Policies LessonAlcohol Serving Policies Lesson Objective - to inform wait staff on the rules and regulations for serving alcohol in restaurants Objective - to inform wait staff on the rules and regulations for serving alcohol in restaurants

Development of Content cont.  Cooks Curriculum - The goal is to educate cooks on how to effectively run and manage the kitchen. The objective is to inform cooks on corporate, cooking, and supplemental policies Corporate Policies Course - The goal is to teach the foundation that will help cooks to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for cooks to be proactive in their job position and use DDSP corporate policies to help create a team oriented environment Corporate Policies Course - The goal is to teach the foundation that will help cooks to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for cooks to be proactive in their job position and use DDSP corporate policies to help create a team oriented environment Company Policy LessonCompany Policy Lesson Objective - to inform cooks on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Objective - to inform cooks on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Employee Interaction LessonEmployee Interaction Lesson Objective - to inform all cooks with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Objective - to inform all cooks with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Safety & Security LessonSafety & Security Lesson Objective - to inform all cooks with the necessary safety and security procedures for their position Objective - to inform all cooks with the necessary safety and security procedures for their position Customer Service LessonCustomer Service Lesson Objective - to inform DDSP cooks with the skills need to better serve our customers Objective - to inform DDSP cooks with the skills need to better serve our customers Supplemental Courses - The goal is to teach cooks information on computers and the proper use and care of kitchen equipment. The objective is for cooks to perform computer skills and the proper use of kitchen equipment on their jobs using the supplemental course Supplemental Courses - The goal is to teach cooks information on computers and the proper use and care of kitchen equipment. The objective is for cooks to perform computer skills and the proper use of kitchen equipment on their jobs using the supplemental course Computer Training LessonComputer Training Lesson Objective - to inform cooks with the basic DDSP computer proficiency requirements for their job position using DDSP computer software Objective - to inform cooks with the basic DDSP computer proficiency requirements for their job position using DDSP computer software Proper Care and Use of Kitchen Equipment LessonProper Care and Use of Kitchen Equipment Lesson Objective - to inform cooks on the necessary skills to sanitize, clean, use, and handle kitchen equipment Objective - to inform cooks on the necessary skills to sanitize, clean, use, and handle kitchen equipment Cooking Courses - The goal is to teach cooks the skills necessary for creating a productive kitchen environment. The objective is to perform skills such as proper food handling and food preparation Cooking Courses - The goal is to teach cooks the skills necessary for creating a productive kitchen environment. The objective is to perform skills such as proper food handling and food preparation Food Handling LessonFood Handling Lesson Objective – to inform cooks on the necessary skills to handle food. Objective – to inform cooks on the necessary skills to handle food. Food Preparation LessonFood Preparation Lesson Objective - to inform cooks on the necessary skills to prepare food Objective - to inform cooks on the necessary skills to prepare food

Development of Content cont.  Delivery Drivers Curriculum - The goal is to educate delivery drivers on how to effectively and safely deliver DDSP’s customers orders. The objective is to inform deliver drivers on corporate, delivery drivers’, and supplemental policies Corporate Policies Course - The goal is to teach the foundation that will help the delivery drivers to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for delivery drivers to be proactive on their duties and help to create a team oriented environment Corporate Policies Course - The goal is to teach the foundation that will help the delivery drivers to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for delivery drivers to be proactive on their duties and help to create a team oriented environment Company Policy LessonCompany Policy Lesson Objective - to inform delivery drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Objective - to inform delivery drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Employee Interaction LessonEmployee Interaction Lesson Objective - to inform the delivery drivers with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Objective - to inform the delivery drivers with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Safety & Security LessonSafety & Security Lesson Objective - to inform all delivery drivers with the necessary safety and security procedures for their position. This includes state mandated training, food treatment, restaurant security, and money safety procedures Objective - to inform all delivery drivers with the necessary safety and security procedures for their position. This includes state mandated training, food treatment, restaurant security, and money safety procedures Customer Service LessonCustomer Service Lesson Objective - is to inform the delivery drivers with the skills needed to better serve our customers Objective - is to inform the delivery drivers with the skills needed to better serve our customers

Development of Content cont.  Delivery Drivers Curriculum cont. Supplemental Courses - The goal is to teach the delivery drivers with the knowledge on procedures and duties for delivery drivers. The objective is for the delivery drivers to perform many tasks such as navigation skills and basic computer skills on their jobs using the supplemental course Supplemental Courses - The goal is to teach the delivery drivers with the knowledge on procedures and duties for delivery drivers. The objective is for the delivery drivers to perform many tasks such as navigation skills and basic computer skills on their jobs using the supplemental course Navigation Skills LessonNavigation Skills Lesson Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer software Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer software Computer Training LessonComputer Training Lesson Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer software Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer software Delivery Drivers Courses - The goal is to teach delivery drivers with the skills necessary for doing their job by providing customer satisfaction. The objective is to perform duties using delivery drivers’ courses Delivery Drivers Courses - The goal is to teach delivery drivers with the skills necessary for doing their job by providing customer satisfaction. The objective is to perform duties using delivery drivers’ courses Pizza Handling LessonPizza Handling Lesson Objective - to inform delivery drivers on how to properly handle pizzas during delivery Objective - to inform delivery drivers on how to properly handle pizzas during delivery Safe Driving LessonSafe Driving Lesson Objective - to inform delivery drivers on the rules and regulations of driving Objective - to inform delivery drivers on the rules and regulations of driving

Development of Content  Long Haul Drivers Curriculum - The goal is to educate long haul drivers on how to effectively and safely deliver DDSP’s merchandise. The objective is to inform long haul drivers on corporate, long haul drivers’, and supplemental policies Corporate Policies Course - The goal is to teach the foundation that will help the long haul drivers to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for long haul drivers to be proactive on their duties and help to create a team oriented environment Corporate Policies Course - The goal is to teach the foundation that will help the long haul drivers to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for long haul drivers to be proactive on their duties and help to create a team oriented environment Company Policy LessonCompany Policy Lesson Objective - to inform long haul drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Objective - to inform long haul drivers on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Employee Interaction LessonEmployee Interaction Lesson Objective - to inform the long haul drivers with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Objective - to inform the long haul drivers with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Safety & Security LessonSafety & Security Lesson Objective - to inform all long haul drivers with the necessary safety and security procedures for their position Objective - to inform all long haul drivers with the necessary safety and security procedures for their position Customer Service LessonCustomer Service Lesson Objective - to inform the long haul drivers with the skills needed to better serve our customers Objective - to inform the long haul drivers with the skills needed to better serve our customers

Development of Content cont.  Long Haul Drivers Curriculum cont. Supplemental Courses - The goal of supplemental courses is to teach the long haul drivers the knowledge on procedures and duties for long haul drivers. The objective is for the long haul drivers to perform many tasks such as navigation skills and basic computer skills on their jobs using the supplemental course Supplemental Courses - The goal of supplemental courses is to teach the long haul drivers the knowledge on procedures and duties for long haul drivers. The objective is for the long haul drivers to perform many tasks such as navigation skills and basic computer skills on their jobs using the supplemental course Navigation Skills LessonNavigation Skills Lesson Objective - to inform long haul drivers with the knowledge about navigation Objective - to inform long haul drivers with the knowledge about navigation Computer Training LessonComputer Training Lesson Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer software Objective - to inform the delivery drivers with the basic DDSP computer proficiency requirements for using DDSP computer software Long Haul Drivers Courses - The goal of long haul drivers’ courses is to teach long haul drivers the skills necessary for doing their job by providing customer satisfaction. The objective is to perform duties using long haul drivers’ courses Long Haul Drivers Courses - The goal of long haul drivers’ courses is to teach long haul drivers the skills necessary for doing their job by providing customer satisfaction. The objective is to perform duties using long haul drivers’ courses Merchandise handling LessonMerchandise handling Lesson Objective - to inform long haul drivers on how to properly handle DDSP merchandise during delivery Objective - to inform long haul drivers on how to properly handle DDSP merchandise during delivery Safe Driving LessonSafe Driving Lesson Objective - to inform long haul drivers on the rules and regulations of driving Objective - to inform long haul drivers on the rules and regulations of driving

Development of Content  Information Technologist Curriculum - The goal is to educate information technologists on how to effectively run and manage their department. The objective is to inform information technologist on corporate, information technologists’, and supplemental policies Corporate Policies Courses - The goal is to teach the foundation that will help information technologists to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for information technologists to be proactive in their restaurants and use DDSP corporate policies to create environment that fosters employee growth Corporate Policies Courses - The goal is to teach the foundation that will help information technologists to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for information technologists to be proactive in their restaurants and use DDSP corporate policies to create environment that fosters employee growth Company Policy LessonCompany Policy Lesson Objective - to inform information technologists on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Objective - to inform information technologists on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Employee Interaction LessonEmployee Interaction Lesson Objective - to inform all information technologists with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Objective - to inform all information technologists with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Safety & Security LessonSafety & Security Lesson Objective - to inform all information technologists with the necessary safety and security procedures for their position Objective - to inform all information technologists with the necessary safety and security procedures for their position Customer Service LessonCustomer Service Lesson Objective - to inform DDSP information technologists on the skills needed to better serve our customers Objective - to inform DDSP information technologists on the skills needed to better serve our customers

Development of Content cont.  Information Technologists Curriculum cont. Supplemental Courses - The goal is to teach information technologists the knowledge on computers and creating job aids. The objective is for information technologists to perform computer skills and creating job aids on their jobs using the supplemental course Supplemental Courses - The goal is to teach information technologists the knowledge on computers and creating job aids. The objective is for information technologists to perform computer skills and creating job aids on their jobs using the supplemental course Computer Training LessonComputer Training Lesson Objective - to inform information technologists with the basic DDSP computer proficiency requirements for software operations and applications using DDSP computer software Objective - to inform information technologists with the basic DDSP computer proficiency requirements for software operations and applications using DDSP computer software Job Aids LessonJob Aids Lesson Objective - to inform information technologists with the necessary skills to create professional job aids, which will assist DDSP employees when doing their job Objective - to inform information technologists with the necessary skills to create professional job aids, which will assist DDSP employees when doing their job Information Technologist Courses - The goal is to teach information technologists the skills necessary for creating a team oriented environment. The objective is to perform skills such as problem solving and update management Information Technologist Courses - The goal is to teach information technologists the skills necessary for creating a team oriented environment. The objective is to perform skills such as problem solving and update management Problem Solving LessonProblem Solving Lesson Objective - to inform information technologists on the necessary skills to handle situations using problem solving Objective - to inform information technologists on the necessary skills to handle situations using problem solving Update Management LessonUpdate Management Lesson Objective - to inform information technologists about how to update menu changes Objective - to inform information technologists about how to update menu changes

Development of Content  Quality Analyst Curriculum - The goal is to educate quality analyst on how to effectively use quality assessment skills. The objective is to inform quality analyst on corporate, quality analyst, and supplemental policies Corporate Policies Courses - The goal is to teach the foundation that will help quality analyst to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for quality analyst to be proactive in their department and use DDSP corporate policies to create an environment that fosters employee growth Corporate Policies Courses - The goal is to teach the foundation that will help quality analyst to understand how their job fits into the overall corporate mission and strategic agenda of DDSP. The objective is for quality analyst to be proactive in their department and use DDSP corporate policies to create an environment that fosters employee growth Company Policy LessonCompany Policy Lesson Objective - to inform quality analysts on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Objective - to inform quality analysts on DDSP attendance policies, insurance, retirement, benefits, bonuses, foundations, and values/goals/mission Employee Interaction LessonEmployee Interaction Lesson Objective - to inform all quality analyst with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Objective - to inform all quality analyst with the necessary skills such as teamwork, shared vision, working together, and communication that are needed for employee interaction Safety & Security LessonSafety & Security Lesson Objective - to inform all quality analysts the necessary safety and security procedures for their position Objective - to inform all quality analysts the necessary safety and security procedures for their position Customer Service LessonCustomer Service Lesson Objective - to inform DDSP quality analysts with the skills needed to better serve our customers Objective - to inform DDSP quality analysts with the skills needed to better serve our customers

Development of Content cont.  Quality Analysts Curriculum cont. Supplemental Courses - The goal is to teach quality analyst with the knowledge on computers and quality assessment. The objective is for quality analysts to perform computer and evaluation skills on their jobs using the supplemental course Supplemental Courses - The goal is to teach quality analyst with the knowledge on computers and quality assessment. The objective is for quality analysts to perform computer and evaluation skills on their jobs using the supplemental course Computer Training LessonComputer Training Lesson Objective - to inform quality analysts on the basic DDSP computer proficiency requirements for software operations and applications using DDSP computer software Objective - to inform quality analysts on the basic DDSP computer proficiency requirements for software operations and applications using DDSP computer software Effective Evaluation Skills LessonEffective Evaluation Skills Lesson Objective - to inform quality analysts with the necessary skills on how to create and use evaluating methods and skills to assess quality Objective - to inform quality analysts with the necessary skills on how to create and use evaluating methods and skills to assess quality Quality Analyst Courses - The goal is to teach quality analysts how to use quality to assist DDSP restaurants. The objective is to perform skills such as quality monitoring and training management Quality Analyst Courses - The goal is to teach quality analysts how to use quality to assist DDSP restaurants. The objective is to perform skills such as quality monitoring and training management Quality Monitoring LessonQuality Monitoring Lesson Objective - to inform quality analysts on the necessary skills to identify standards and goals of quality and using quality monitoring Objective - to inform quality analysts on the necessary skills to identify standards and goals of quality and using quality monitoring Training Management LessonTraining Management Lesson Objective - to inform quality analysts how to use the necessary skills to train management Objective - to inform quality analysts how to use the necessary skills to train management

Implementation  DDSP Formal Training Plan  Training Facilities Corporate & Regional Offices – offer training to regional and restaurant managers, long haul drivers, quality analyst, and information technologists Corporate & Regional Offices – offer training to regional and restaurant managers, long haul drivers, quality analyst, and information technologists Classroom SettingsClassroom Settings Computers Computers Whiteboards Whiteboards Televisions Televisions Projector/projector screen Projector/projector screen Noise reduction headphones Noise reduction headphones Conference tables/chairs Conference tables/chairs DDSP Restaurants – offer training to wait staff, cooks, and delivery drivers DDSP Restaurants – offer training to wait staff, cooks, and delivery drivers Break rooms with classroom settingsBreak rooms with classroom settings Computers Computers Whiteboards Whiteboards Television Television Mobile Training Labs – Customized Trailer simulating restaurantMobile Training Labs – Customized Trailer simulating restaurant Kitchen Equipment Kitchen Equipment Computers Computers Kitchen counters Kitchen counters Sinks Sinks Work areas Work areas Tables and Chairs Tables and Chairs  Training Delivery Methods Multimedia - CD-ROMS, PowerPoint, Videos, Text, Pictures, Animations, and Games Multimedia - CD-ROMS, PowerPoint, Videos, Text, Pictures, Animations, and Games Web Based Learning - Internet and DDSP’s Intranet Web Based Learning - Internet and DDSP’s Intranet Video Conferencing - Live Conversation and Visual Information Video Conferencing - Live Conversation and Visual Information  Training Designers DDSP’s training department - Instructional Designers, Multimedia Developers, Web Experts, Graphic Artist, Administrative Assistants, and Interns DDSP’s training department - Instructional Designers, Multimedia Developers, Web Experts, Graphic Artist, Administrative Assistants, and Interns  Training Trainers Proposed training to be done by the Training Solutions Company Proposed training to be done by the Training Solutions Company  Trainers Senior Management Senior Management Training Department Staff Training Department Staff

Evaluation  Focus Group for each Department Evaluate Effectiveness of Training Evaluate Effectiveness of Training Results will be analyzed by the Training Director Results will be analyzed by the Training Director  Evaluation Macro - evaluating the training system of DDSP and how the training system fits together Macro - evaluating the training system of DDSP and how the training system fits together Micro - evaluating the products of the training plan such as curriculum, courses, lessons, multimedia Micro - evaluating the products of the training plan such as curriculum, courses, lessons, multimedia  Evaluation Plan - Kirkpatrick’s Four Levels Reaction Level – assess reaction of the trainees to DDSP training plan Reaction Level – assess reaction of the trainees to DDSP training plan Online Questionnaire at the end of each 2 week lessonOnline Questionnaire at the end of each 2 week lesson Learning Level - evaluating the change in behavior as a result of DDSP training Learning Level - evaluating the change in behavior as a result of DDSP training Online Pre and Post Test based on Training ObjectivesOnline Pre and Post Test based on Training Objectives Behavior Level - evaluating the change in the way trainees do their jobs after training Behavior Level - evaluating the change in the way trainees do their jobs after training ObservationObservation Results Level - evaluating the outcomes of the DDSP training Results Level - evaluating the outcomes of the DDSP training Outcomes of TrainingOutcomes of Training Decrease in employee turnover Decrease in employee turnover Profit increase Profit increase Higher sales Higher sales Decrease in production cost Decrease in production cost Fewer complaints Fewer complaints

Summary & Conclusion  DDSP encountered problems over the past seven years  Lost position as the # 1 Pizza Restaurant  Created DDSP Formal Training Plan to problems  Training provided to all departments  Projected Training Outcomes - Decrease in employee turnover Profit increase Profit increase Higher sales Higher sales Decrease in production cost Decrease in production cost Fewer complaints Fewer complaints  DDSP Training Plan will be evaluated using Kirkpatrick’s Four Levels  DDSP Training Plan - ensure that no matter how big we grow, we will hold fast to our historic working philosophy that “THERE IS NO SUBSTITUTE FOR QUALITY”