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Planning the Catering Order

Executive Summary
In addition to face-to-face training, The Learning and Performance Improvement
division at Zaxbys provides flexible online training for their licensees, managers and team
members. Since ensuring an encore experience for each guest is paramount, training has been
an essential component of the companies continued growth and development. Participants in
their training programs have access to the ZLC which is a learning management system that
they use to customize their learning plans and track their progress. Each members learning plan
is individualized but it cultivates the emphasis the organization puts on delivering consistency
to each guests across every restaurant.
Catering is new to Zaxbys and although they have already had successful face-to-face
trainings, an interest to transition to more online courses has arisen. Providing more training
online will make it convenient and cost efficient for the participants as well as the organization.

Background of the Problem


The Learning and Performance Improvement division has exceptional face-to-face
trainings for the catering program. They also offer some resources on the ZLC. The problem is
that the participants could use additional time to practice the skills they were taught in the
trainings with support. There is a lot of information to retain, especially in the area of preparing
the catering orders. In order to feel familiar with using the reference materials within the

restaurant and on the ZLC, there needs to be a lot of practice along with feedback to ensure
accuracy of use.

Problem Statement
The catering coordinators need additional supported practice with the different
components of Zaxbys new catering program.

Analysis
Zaxbys currently has 602 restaurants open in 15 states in the US. They offer face to face and
online training opportunities. They use a learning management system, ZLC, in which licensees,
managers and team members can receive training online. Each participant has their own account on the
ZLC and it tracks their progress and completion of course materials. Job aids for catering have already
been created and are currently in use. The learners will be expected to be somewhat familiar with them
and how to refer to them to help complete the catering orders.

Rational for the Need for Instruction


Consistency is very important to Zaxbys and efficiency is key to business. Training is
essential to maintain consistency among the catering coordinators and across all restaurants
catering programs. The orders need to meet the expectations of the franchise and those of the
clients. The instruction that is already offered by Zaxbys fosters efficiency. It is important to
continue to promote efficiency through the catering training. Catering coordinators must learn
the preparation process in order to proficiently use the ingredients and various other resources.
Once the face-to-face training is complete, coordinators can become more efficient by

practicing what they have learned. However, if there is no support present when they are
practicing the skills they have learned previously in training, they may fail. Therefore, additional
supported practice is needed.
Providing online training courses will give the catering coordinators an opportunity to in
a supported practice environment, without having to leave their restaurant. The participants
will be able to use their job aids and materials introduced to them in the training to maneuver
their way through the online training program.

Goal Statement
The catering coordinators will be able to practice planning the catering orders they will
receive from potential customers.

Learner Analysis
The participants range anywhere from 20 to 50 years of age and are in managerial
positions. They are motivated to participate in the catering program and are looking forward to
the changes and success it will bring to their restaurants. The participants are also motivated to
attend the trainings provided for catering because it will aid them in creating a proficient
catering division within their restaurant. Their highest level of education ranges from a high
school diploma to a bachelors degree. They participants are pretty math and computer savvy
individuals.

Context Analysis
Zaxbys is rolling out a new catering program and they are offering new items that they
do not use ordinarily in the restaurant. Planning for these items can present issues because
there are different things that need to be done to prepare them for delivery and consumption.
There are many factors involved in planning the catering order such as prep time, thaw time,
and hold time, which will play a significant role in how the team members carry out the
preparation of the order. The participants have been to catering trainings and are familiar with
using the various jobs aids. However, they would feel more comfortable with using the job aids
in a real world experience if they had more training and supported practice time.
The learners are catering coordinators at various Zaxby locations. The catering
coordinators help schedule, supervise, report on the progress of a catering order from moment
of order to delivery, check inventory, assign tasks, coordinate with CSM to help drive sales, and
make sure the operations side of a catering order is completed smoothly. The participants are
familiar with the ZLC which is Zaxbys LMS, in which their online training courses are located.
The participants are also familiar with the job aids they need to use throughout the planning
process for the catering order. The participants have been to catering trainings and are familiar
with the catering process and the roles and responsibilities of each member of the team.

Course Design

Completing a Catering Order


Learning Objective: The learners will be able to
develop a methodology to fill and deliver
catering orders.

Unit 1 Planning the Catering Order


LO- The learner will be able to practice
planning catering orders.

Unit 2 Preparing the Catering Order


LO- The learner will be able to choose
the steps that are necessary when
preparing a catering meal.

Unit 3 Packaging the Catering Order


LO- The learner will be able to choose
the correct packaging materials
needed to package and deliver a
catering order.

.
Unit 4 Delivering the Catering Order
LO- The learner will be able to the
learner will be able to organize the
food from a catering order on the
table at the catering location.

Unit Design

Unit 1 Planning the Catering Order


Learning Objective- The learner will be able to
practice planning catering orders.

Lesson 1: Calculating the Food


LO- The learner will be able to
calculate the amount of food needed
to complete a catering order.

Lesson 2: Considering Hold Times


LO- Given the hold times of specific
foods, the learner will be able to
determine when to begin preparation
for the catering order.

Lesson 3: Considering Thaw Times


LO- Given the thaw times of specific
foods, the learner will be able to
determine when to begin preparation
for the catering order.

Unit 1 Planning the Catering Order


Performance Goal
Given the build charts, the catering coordinator will be able to plan multiple catering orders at
one time.
Instructional Objectives
Lesson 1

LWBAT identify foods that need to be ordered if not on hand.


LWBAT calculate the amount of each food item and sauces they will need for multiple
orders.

Lesson 2

LWBAT identify the foods that need to be held and determine the time to start
preparing the order.

Lesson 3

LWBAT identify the foods that require time to thaw out and determine the time to start
preparing the order.
Given the Preparation Time Guidelines and the delivery times for each order, LWBAT
choose the order in which order the foods will be prepared.

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