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High-Level Design

Performance Problem to Address

The primary goal of this performance support system is bringing new employees up to a the Basic Level of the Something's Brewing Full Cup Standard of Service within 1 work day, and to the Preferred Level within 1 week of starting a job at a Something's Brewing store.

The Full Cup Standard of Service is a new, separately defined guideline for serving customers, both through direct interaction with the customer and in preparedness to serve customers. This guideline will be one of the products provided to you, but briefly: M/p>

• The basic level addresses order taking and fulfillment. The goal is 90 percent satisfaction with the order-taking process and 95 percent accuracy in order taking and operation of the point-of-sale (cash register) system.
• In addition to the expectations at the basic level, the preferred level of Service also includes 95 percent satisfaction with the order-taking process, 98 percent accuracy in order-taking and operation of the point-of-sale system, handling the 10 most common customer problems, as tracked by the store reports, and replentishment of coffee and condiments.

The tools to build performance must address some of the realities of the business environment of Something's Brewing. As I learned later in the Needs Analysis process, although the company has had low turnover in the past, it expects high turnover as it expands. This presents two problems. First, it lowers the average experience across the company. Unless workers are supported in their work to appear to be more experienced than they are, the inexperience will show to customers. More immediately, training costs can become prohibitive. But the alternative of not training is also not feasible because the prolonged effect of an inexperienced workforce will result in numerous and costly customer complaints, and ultimately in lost business.

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Overview of the Solution

* Addressed in detail in these design plans.

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