Edible Cookie Dough

Running Header: TRAINING PROGRAM 1

Training Program: Ice cream

B&B Services

B&B TRAINING PROGRAM 2

Contents

Introduction ............................................................................................................................... 3

Organizational Analysis .............................................................................................................. 4

Task Analysis ............................................................................................................................. 6

Person Analysis .......................................................................................................................... 8

Instructional Objectives .............................................................................................................10

Learning Theory ........................................................................................................................12

Instructor’s Guide: B&B Block One Ice Cream Training Lesson Plan ......................................14

Instructor’s Guide: B&B Block One Ice Cream Training Detailed Lesson Plan ........................15

Transfer of Training ..................................................................................................................18

Training Program Evaluation ....................................................................................................19

Conclusion .................................................................................................................................22

References .................................................................................................................................24

Appendix A ...............................................................................................................................25

Appendix B................................................................................................................................28

B&B TRAINING PROGRAM 3

Introduction As current Human Resource employees, at the franchise Cold Stone, a new training

program has been designed to teach new employees in the company, proper ice cream making

skills by B&B services. The information collected while researching this topic created the

understanding and knowledge of its value towards the overall success and profits of the

organization. The implementation of such a program will increase the productivity of Cold Stone

Creamery’s employees and intensify customer satisfaction.

The following represents the training program that will take place. First, a needs

assessment was completed to prove why the training is necessary for Cold Stone Creamery and

its store associate employees. The needs assessment consisted of three categories: organizational

analysis, task analysis, and person analysis. The organizational analysis explained why the

training would be beneficial for the organization and its entirety. The task analysis consisted of a

list of specific tasks and the identifiable knowledges, skills, and abilities required to adequately

perform each task that will be covered in training. Finally, the person analysis, evaluated the

knowledge, skills, and abilities through a distributed questionnaire, represented in Appendix A,

to the subject matters. The questionnaire determined the subject matters relevant KSAO’s level

and proved the trainees actually need the training that will be provided.

A detailed instructional list of objectives was produced for the training program. The list

demonstrated what employees should be able to do better or more efficiently after training and

what the training itself is supposed to accomplish. These objectives were added to the training

program to help the employees understand the importance of the training program and what they

should get out of it. The information was created to relate back to the employees to ensure

transfer of training throughout the course.

B&B TRAINING PROGRAM 4

Finally, an analysis of the evaluation process is used to measure and determine that the

training program was efficient and effective. To showcase this, a list of strengths and weaknesses

was used to evaluate the program design and give suggestions for improvement if outcomes

become unfavorable. Overall, the foundation and design has created a very useful asset for Cold

Stone Creamery to use and implement within every franchise. This ice cream training program

will give the franchise a competitive advantage when preparing their employees and organization

for the future, while, understanding its importance and bringing the knowledge, skills, and

abilities acquired back into the work environment.

Organizational Analysis

The birth of the Cold Stone Creamery franchise occurred in Arizona in 1988. The

founders, Donald and Susan Sutherland, grew that one small Tempe store into a few hundred

before merging with food giant Kahala Corp. in 2007. Now there are over a thousand Cold Stone

Creamery locations in the U.S. – pretty incredible growth for a 25 year period. That’s not even

counting the 400+ worldwide either – and the international market promises to be fertile for

continued growth in the years to come, as well. Many other fast food franchises, have reached

the limit of their feasible growth – and in many cases, they’re contracting. Cold Stone Creamery

has barely scratched the surface of profitable locations, meaning there’s still big money that can

be made for new investors (Cold Stone Creamery Headquarters , 2014).

One of the great things about the franchise is they have a low barrier for entry. The

company estimates that it will cost between $277k and $464k to get up and running –compare

that to a million plus for some other franchises. Not only is it less expensive to get in, but staying

in business is cheaper. All of this adds up to big profits for store owners – and fast. The simple

fact is, people have discovered the difference that quality makes –and they’re willing to pay for it

B&B TRAINING PROGRAM 5

(Cold Stone Creamery Headquarters , 2014). Also, ice cream has proven to be “recession proof”,

and it isn’t extremely vulnerable to changes in session. Consumers have shown they’re willing to

pay more for premium ice cream. Finally, ice cream franchises represent low risk, and

potentially high reward investments without making huge demands on your time and energy

(Cold Stone Creamery Headquarters , 2014). Making ROI a very profitable one and with market

share at 7.6% and growing, the investment is well worth the risk.

The estimated costs associated with the ice cream training goes as follows:

Fixed Costs

Name People/Paid Hours Pay Rate Total Cost

B&B Services 4:8 $21.25 $600

vs

Cold Stone Managers 4:8 $18.75 $680

Variable Costs

Material Quantity Price Total Cost

Handouts 25 $0.04 $0.96

Direct Costs

Material Size Quantity Total Cost

Bag of Ice 20 pound bag 2 $7.96

Vanilla 1 fluid ounce 1 $2.88

Sugar 4 pound bag 1 $2.22

Half and half 64 fluid ounces 1 $4.14

1-quart baggies 1 quart (38 count) 1 $4.46

1 gallon baggies 1 gallon (28 count) 1 $4.49

B&B TRAINING PROGRAM 6

$26.15

Indirect Costs

Category Price per hour/mile Hours/Miles Total Cost

Administrative

Expense

$15.61 1 $15.61

Gas Reimbursement $0.50 5 $2.50

Employee Benefits $8.50 x 1 hour 24 trainees $204

$222.11

Total Cost of Training

$849.22

The ice cream training orientation will serve as a useful tool for Cold Stone Creamery

and its employees as ice cream comprises 93 percent of all sales (Yunich, 2003). Cold Stone

Creamery makes its ice cream by hand every day, as well as bakes waffle cones, waffle bowls,

and brownies daily (Yunich, 2003). This shows, that the relationship with the training and

creation of ice cream is necessary for the overall success of the organization and the employees

that serve under it. Such a program could currently exist off of the organization's profits and

would require no outside finances. This overall summarizes why it makes financial sense not

only now but in the future to train employee in this area of expertise through B&B services.

Task Analysis

Task 1: Prepare Ingredients

Prepare ingredients to make ice cream using materials and ingredients to follow the recipe.

1. Mathematics- ability to measure proper ingredients and figure out the amount for each

type of ice cream

B&B TRAINING PROGRAM 7

2. Reading Comprehension- understand and read labels to locate proper ingredients for each

recipe

3. Knowledge of basic baking materials such as bowls, spoons and measuring equipment

Task 2: Mix Ice Cream

Mix the ice cream together to produce a liquid consistency using the ingredients provided with

the mixing tools in order to produce ice cream by oneself.

1. Time Management- ability to set a timer and react to the timer while using time wisely

2. Basic knowledge of mixing equipment such as mixer, bags, ice, and others

3. Hand-eye coordination skills to mix ingredients together without spilling

Task 3: Understand Flavoring

Understand flavoring of different ice creams in order to make unique flavors or tell if an ice

cream is not mixed properly using a spoon and tongue to taste differences by oneself

1. Deductive Reasoning- ability to sample flavors and taste to see if something is missing or

there is not enough of an ingredient

2. Creativeness- knowledge of basic flavors that go together to come up with new and

innovate ice creams

3. Visual Appeal- skills in visual appeal of ice cream to attract to a wide variety of

customers

Task 4: Effective Communication

Effectively communicate within the work environment to establish a positive learning

environment and help each other out using different techniques with each other.

1. Oral expression- ability to communicate information and ideas in speaking so others will

understand

B&B TRAINING PROGRAM 8

2. Active Listening- skills in giving full attention to what other people are saying,

understanding their perspective, asking questions as needed, and not interrupting

3. Knowledge Expression- some knowledge of background information to share with others

for exchange of ideas and information

Person Analysis

After conducting the task analysis survey questions (Appendix A), a general

understanding of what skills the trainees already possess before entering training was

understood, as well as the areas that need to be covered more in depth in the training session.

First, trainees were asked about past training experiences and how much experience these

individuals have with making ice cream. 10 of the 17 trainees that were interviewed have never

made ice cream before, while 12 of the 17 individuals said that they have participated with on the

job training before and that it was a very helpful process. The remaining 5 people said that they

have participated on the job training and it was an average amount of help. This analysis proved

that training was needed since 10 of the 17 individuals have never made ice cream, and that

training can be beneficial due to the trainees having a good experience with past training

sessions. With 16 of the 17 individuals who were surveyed already having experience in a fast

paced working environment, B&B will not have to put a strong emphasis on preparing

employees on what it will be like working for Cold Stone Creamery because they have a general

understanding along with past experience on what an average work day will consist of. All 17

individuals who participated in this survey have confidence to perform effectively at work; along

with 12 of 17 people responding that they adapt well to others, and the remaining 4 prefer to

work in teams. This lets us know that there will not be problems with employees needing a

confidence boost or any extra emphasis on adaptation skills.

B&B TRAINING PROGRAM 9

While conducting a second survey, only 9 trainees were surveyed but a strong

understanding of what needed to be covered in the training session was concluded. Mathematical

skills will be important in this job, 4 of 9 individuals surveyed said they are familiar with math

but may need a quick touch up, 3 of 9 individuals have only moderate experience. This

determined that a brief overview of mathematics such as fractions, decimals and percent’s for

measurements and preparing ingredients will need to be covered. Good comprehension skills are

also very important in understanding the different ingredients and flavors that are needed to

make a variety of ice cream combinations. A general understanding of conversion rates between

teaspoons, cups and other measuring essentials. With 8 of the 9 people surveyed saying that they

have good or outstanding skills in this area, there will not be a strong emphasis on this subject.

Time management skills are critical with being able to help customers while preparing ice cream

and engaging in other in store activities. It is important to be able to control time management

and not be highly stressed when a large quantity of customers come in to the store. In the survey

that was conducted, 6 of 9 people said that they have great time management skills, and 3 could

use some work; this shows that this can be stressed a little bit in our training session.

Communication skills are strongly valued by Cold Stone Creamery because ice cream is

expected to be served fresh, so workers must not be afraid to let others know if a mistake is being

made or if they need help. When trainees were surveyed, 5 of 9 said they could use a touch up

with their communication, 3 people rated themselves as having poor or average communication

skills. With these results, it may be important to stress the value of communication in the

workplace. This issue will also be resolved when the trainees get to know one another and make

the ice cream. Similar results were found with active listening skills in the trainees.

B&B TRAINING PROGRAM 10

This was not a surprise because active listening skills go hand in hand with

communication and will be stressed moderately with the importance of good communication.

Workers must be able to listen to customers, managers, and co-workers while engaging in work

tasks or conversations with customers or managers so there is not any confusion or wrong orders

being placed. Other skills that will be stressed with other points of emphasis listed above that

will be involved in training is logical thinking; being able to find errors in calculations. Mistakes

may occur with payments from customers, there may be difficulties with the technology such as

the cash register, and also measurements may be incorrect. However, it is important that workers

are able to correct these mistakes. Good organizational skills are also important to prevent cross

contaminating flavors and having knowledge of what proper ingredients are good with different

recipes.

Instructional Objectives

At the completion of the ice cream training program trainees should be able to obtain the

following objectives:

 Know standard ice cream procedures and processes

 Understand how to use basic mathematical skills

 Understand that they can benefit from the ice cream training program

 Realize that ice cream results may vary among group members and must learn to make

adjustments as advised for block two of the ice cream training program

 Recognize how to use both team building and individual skill sets

 Know how to mix-and-match ice cream toppings

 Gain confidence in ice cream making abilities

B&B TRAINING PROGRAM 11

As stated above, many new skills and abilities will be exercised throughout training.

B&B services will focus on using ice cream processes and procedures trainees will be exposed to

in the store, throughout training. After training, participants will know the proper processes and

procedures that go into ice cream making. This is essential to the success of the Cold Stone

Franchise and the reason the training program is broken down into three sessions. This allows the

objectives to be repeated numerous times by trainees and gives them not only the comfortability

they need to make ice cream, but the capabilities and resources as well. After training, each

member will have the confidence and ability to make ice cream related to the developmental

process.

Trainees will be exposed to basic mathematical skills by measuring ingredients properly.

Trainees will also be aware of insufficient ice cream results and will be given guidelines to adjust

techniques if needed. Members will learn how to create the basic Cold Stone Creamery ice

cream, using the recipe provided in Appendix B. Training affiliates will then be given the

opportunity to use ice cream toppings to explore creativity and understand which toppings

complement one another.

After training, participants will have understood these ice cream topping mixtures and

know which ones goes best with one another to provide the best suggestions to the customers as

possible. Additionally, each trainee will be given opportunities to exercise individual and

collaborative teamwork through the preparation of the ice cream making process. After training,

members should feel comfortable completing tasks both by themselves and with others. Most

importantly, trainees will benefit from the ice cream training program by applying their new

skills on the job. Trainees may not be aware of the consequences of the training until after the

B&B TRAINING PROGRAM 12

program, but ultimately it will result in a solid foundation for future Cold Stone Creamery

employees to build upon.

Learning Theory

The ice cream training program that B&B will be implementing primarily focuses on the

social learning theory. Social learning theory emphasizes that people learn by observing other

persons (models) whom they believe are credible and knowledgeable. Social learning theory also

recognizes that behavior that is reinforced or rewarded tends to be repeated (Noe, 2013). While

there are many aspects involved with this theory, B&B will focus on motor reproduction, which

draws in part from reinforcement theory. Specifically, motor reproduction occurs when an

observer tries out the behaviors they witness a model engaging in to see if they result in the same

reinforcement that the model received (Noe, 2013). Applied to the present training context,

trainees will observe training instructors (i.e., B&B team members) demonstrate what the

trainees themselves will actually be performing. This observation, coupled with practice and

feedback opportunities, should result in the most accurate transfer of training possible. Social

learning theory is best suited for the present ice cream training program because it allows for

instruction, demonstration, and observation to occur, yet simultaneously places the trainees in the

same situation that will be demonstrated.

With the social theory in mind, multiple training methods are incorporated within the ice

cream training including lecture, an audiovisual technique, behavior modeling, and team

training. In lecture, trainers communicate through spoken words what they want the trainees to

learn. The communication of learned capabilities is primarily one-way – from the trainer to the

audience (Noe, 2013). This serves as a great tool to give trainees verbal communication of the

training that will be taking place and the steps to complete the training effectively. Lecture serves

B&B TRAINING PROGRAM 13

as the foundation of the ice cream training program and supports the other methods used

throughout its entirety. Second, the audiovisual technique to be utilized within the training

program is PowerPoint. This audiovisual approach will complement the lecture through use of

visuals that will be happening while engaging audience members at the same time. Both of these

methods are very low in cost and the least time-consuming compared to other methods.

Nevertheless, they allow information to be received by audience members in a very structured

manner.

Third, the most important method to be used in the training program is behavior

modeling. Based on the principles of social learning theory, behavior modeling presents trainees

with a model who demonstrates key behaviors to replicate and subsequently provides trainees

with the opportunity to practice the key behaviors. Behavior modeling is one of the most

effective techniques for teaching skills and behaviors, including interpersonal skills (Noe, 2013).

Accordingly, behavior modeling is strongly in line with our overarching goal of providing

learners with the requisite motor skills needed to make ice cream while enhancing interpersonal

skills. Taken together, this method is deemed vital to the success of the program’s objectives.

Lastly, B&B will incorporate team-building methods. B&B emphasizes successful team

performance, and a team’s effectiveness depends on the knowledge, attitudes, and behaviors of

its members (Noe, 2013). Through this training program, B&B will encourage confidence among

trainees, which in turn will transfer to their work environment. By collaborating and working

with fellow trainees, the training program provides new skills and abilities that will not only

make more efficient workers but team members in the Cold Stone Creamery franchise. B&B

does this by scenario-based training which refers to training that places team members in a

realistic context while learning. This type of team training helps trainees experience the

B&B TRAINING PROGRAM 14

consequences of their actions, make adjustments, accomplish their tasks, and build both

individual and team self-efficacy (Noe, 2013). The ice cream training program’s goals include

engaging trainees by verbal, visual, and hands-on exploitation while building interpersonal and

team skills.

Instructor’s Guide: B&B Block One Ice Cream Training Lesson Plan

Session: 1st Session of Ice Cream Training Program

Audience: Store Associate Cold Stone Employees

Time: 30-35 minutes (includes set-up and tear-down)

Rationale: This block is designed to get trainees mentally and physically comfortable in making

ice cream. Trainees learn about the steps involved when making ice cream and learn how to

evaluate their results. At the end of this block, trainees will be able to understand the processes

and procedures needed to make ice cream. Trainees must recognize ineffective results and adjust

techniques accordingly while using individual and team building skills in the development of

training.

Activities:

 Block One Overview

 Assembly Ice Cream Tools & Instruction

 Create Ice Cream

 Evaluate and Taste Ice Cream

 Ice Cream Toppings

 Collaboration & Discussion

At the completion of this block, trainees will:

 Understand that they can benefit from the ice cream training program

B&B TRAINING PROGRAM 15

 Know standard ice cream procedures and processes

 Understand how to use basic mathematical skills

 Realize that ice cream results may vary among group members and learn to make

adjustments as advised for block two of the ice cream training program

 Recognize how to use both team building and individual skill sets

 Know how to mix-and-match ice cream toppings

 Gain confidence in ice cream making abilities

Evaluation and Feedback:

 Continuous collaboration during and after ice cream training addressing any questions,

concerns, or problems that may occur.

 Giving positive and informative feedback to trainees during and after ice cream training

Instructor’s Guide: B&B Block One Ice Cream Training Detailed Lesson Plan

Summary: Trainees first will be engaged with a presentation and overview of the ice

cream training program. Many mediums will be used throughout the presentation’s entirety. The

next activity will allow trainees to gather the ice cream tools necessary to perform the tasks being

described and demonstrated by the training representatives. Trainees will be grouped with one or

two other individuals during the process of producing ice cream. Once trainees are in place with

the ice cream assembled tools, both verbal and visual instructions will take place. A handout

explaining the steps involved with the ice cream training will also be distributed to trainees to

reference as needed (Appendix B). Next, the class will transition to pure hands-on involvement

and collaboration as they begin to create ice cream. After ice cream making time allotted has

expired, trainees will examine and taste their ice cream. Depending on the consistency of the ice

B&B TRAINING PROGRAM 16

cream, feedback will be distributed to trainees accordingly. The next activity allows trainees to

pair ice cream toppings while understanding which toppings best complement the other. This

activity primarily focuses on trainee creativity. Finally, the class is given time to ask questions or

address any concerns that may have arisen during the ice cream training program and are

discussed.

1. Block One Overview (2 minutes)

a. Introduce the subject and goals of block one while acknowledging how it relates

to Cold Stone’s mission and values

b. Describe the activities of block one

c. Instructor Resources

 PowerPoint Slides

 Instructor Discussion 1.1

2. Assembly Ice Cream Tools & Instruction (5 minutes)

a. Provide instruction to assembly resources effectively

b. Provide hand-outs with ice cream making instructions for trainee reference

c. Instructor Resources

 PowerPoint Slides

 Ice Cream Tools

 Instructional Hand-Out 1.1 (Appendix B)

 Instructor Discussion 1.2

3. Create Ice Cream (18 minutes)

a. Provide detailed instructions for ice cream making

b. Ask trainees to actively participate and apply instruction

B&B TRAINING PROGRAM 17

c. Instructor Resources

 PowerPoint Slide

 Ice Cream Tools

 Instructor Discussion 1.3

4. Evaluate and Taste Ice Cream (1 minute)

a. Allow time for trainees to evaluate consistency of ice cream

b. Allow trainees to taste results

c. Instructor Resources

 PowerPoint Slides

 Bowl & Spoon

 Instructor Discussion 1.4

5. Ice Cream Toppings (2 minutes)

a. Have readily available toppings

b. Give trainees the opportunity to mix-and-match assorted toppings

c. Encourage trainee creativity

d. Instructor Resources

 PowerPoint Slides

 Assorted Ice Cream Toppings

 Instructor Discussion 1.5

6. Collaboration & Discussion (2 minutes)

a. Give trainees the opportunity to address any questions or concerns regarding ice

cream training

b. Summarize relevance of training to Cold Stone standards

B&B TRAINING PROGRAM 18

 PowerPoint Slides

 Instructor Discussion 1.6

Transfer of Training

B&B Services will be conducting training by applying the stimulus generalization theory

of transfer of training. This theory emphasis general principles that are applicable to many

different work situations. The stimulus generalization approach to training transfer complements

the use of social learning theory within the training design process. Like the social learning

theory, the stimulus generalization approach relies on the acquisition of key behaviors within

training. Once learned, these key behaviors can generalize and be applied to a range of new

contexts. Transfer of training occurs when employees take what they learned from the training

and effectively apply their newfound skills when back on the job (Noe, 2013). Since the training

location is different than an actual store and some of the equipment is different than what

trainees will actually use in the work environment, a stimulus generalization approach will best

facilitate far transfer, or the application of the skills learned in training to the job context.

During the training program, employees will have to prepare ingredients using measuring

utensils to accurately devise the right amount of each element into the ice cream mix. They will

be instructed to follow a provided recipe, mirroring the expectation of them when in the stores

every day. They must be able to read and understand what each ingredient is so they do not

make the wrong ice cream. By accurately measuring each ingredient listed in the recipe, we can

also account for the amount of each ingredient we need to have in each store.

Once the ingredients are prepared, trainees will then have to mix the ice cream together in

a bag. The bag simulates the mixing of ice cream in a mixer in the stores. During this time,

trainees will have to use proper time management skills to ensure the ice cream has hardened

B&B TRAINING PROGRAM 19

within five to seven minutes to match the standards set forth by Cold Stone Creamery. Trainees

will also work on time management skills to ensure the completion of the ice cream by

constantly tossing the bag between team members in the time allotted.

Throughout the training employees will have to communicate and work as a team to

complete the tasks. Each trainee will be monitored on how well they speak with their coworkers

and teammates, actively listen to what each other are saying and how well they share and express

their ideas. Teamwork is important to Cold Stone Creamery and it is important in the workplace

to be able to communicate with anyone on staff. This is especially important in the stores on a

busy day and employees need to multitask or when mishaps happen.

Finally, at the end of training, trainees will demonstrate their creativity through the

creation of their own unique flavors. Cold Stone Creamery is always looking for new ideas of

flavors and ice cream combinations to attract a wide range of customers. B&B will allow each

team will have to come up with a unique flavor combination through the provided toppings and

will be judged on presentation skills and flavoring. This is also important in the stores when

customers ask the employees for advice on what ice cream and toppings go together.

Training Program Evaluation

After completion of training orientation, B&B plans to collect valuable information

reflecting the performance outcomes of Cold Stone Creamery employees to determine if the

training session was effective. B&B plans to apply a summative evaluation design. A summative

evaluation determines the extent to which trainees have changed as a result of participating in the

training program (Noe, 2013). This evaluation takes place at the end of training, involving

collecting quantitative data to measure the change in trainees’ knowledge, skills, attitudes and

behaviors. Summative evaluation was deemed preferable over formative evaluation as B&B is

B&B TRAINING PROGRAM 20

most interested in the extent to which trainees will be able to successfully perform the job at the

conclusion of training.

A post-test analysis will be administered to all employees who participated in the training

session to gather summative evaluation data. By conducting this post-test, B&B will be able to

determine if employees have learned the essential skills needed to perform at a high level within

the ice cream shop. These skills include KSAO’s that we aim to emphasize in the training

seminar, including individual and team skills, basic measurement understanding, time

management skills and deductive reasoning. The post-test will be mostly evaluating these

employees while on the job after they have completed training and have gained some experience,

so ideally within the employees first month at the store. Along with a post test, B&B will

observe employees at work to ensure that they are transferring their skills from the training

session into a real fast paced working environment and can effectively continue to make ice

cream while dealing with customers on a regular basis within the store. After these employees

have effectively learned the correct process of working for Cold Stone Creamery, they will be

assigned the role of training future employees on the job after the next set of employees have

completed their training session.

As with any evaluation design, there are many advantages and disadvantages of

conducting the post-test evaluation method. Looking at the advantages of conducting a post-test,

this method appears to be non-time consuming as well as simple to conduct. Post-test evaluation

has a relatively low cost to conduct, and it is not a long, drawn out process (Noe, 2013). The

main advantage of the post-test is being able to view how the employees perform after their

training session to ensure that trainees are meeting the minimum level of acceptable

competencies following the training session.

B&B TRAINING PROGRAM 21

Some disadvantages of the post-test only method are that it can make participants feel

nervous or sensitive when being evaluated. Participants may feel obligated to perform well or put

too much pressure on themselves resulting in a poor performance. Although this method is not

overly time consuming, it still can take valuable time away from employees while they are

performing their job, as well as time away from trainers, managers, or higher ups in the business

that could be spending their time on other tasks rather than conducting evaluations. With only

doing post-test evaluation, a company fails to gather pre-test data to see how employees would

perform or what knowledge levels they have before participating in a training session. However,

B&B has made effort to gain a sense of employees’ knowledge and skills prior to the training

session, issuing a person analysis survey to all training participants. The person analysis survey

consisted of questions that all relate to prior experience and skills needed for the job, helping

B&B get valuable insight on what trainees were able to do before entering the company.

When conducting a post-test, B&B has considered threats to validity that have the

potential to interfere with performance outcomes of employees. Evaluators know to consider

internal validity and external validity threats. Internal validity is the believability of study results,

whereas external validity focuses on the degree to which results can generalize to alternate

groups of people or contexts (Noe, 2013). In the present effort, B&B will focus on several threats

to internal validity. First, B&B must consider influences within the company, such as the

company’s history. In this regard, events may occur in the company which may in turn produce

changes in training outcomes. Cold Stone Creamery has made B&B services aware of any event

that has occurred within the company that may have an impact on the employee’s performances.

For example, Cold Stone saw a decrease in employee performance due to such an increase in the

amount of new hires. Cold Stone realized that with the growth in the amount of new hires they

B&B TRAINING PROGRAM 22

were unable to train all employees properly on how to make ice cream and understand the

process. This was a consistent gap in the Cold Stone Creamery training analysis that was

provided to B&B services. B&B realized that all the trainees would have some knowledge in

making ice cream, but wanted to focus on keeping it consistent throughout all stores.

Maturation is another threat to internal validity that can have a vast impact on

performance outcomes. Maturation occurs when changes in training outcomes result from

trainees’ physical growth or emotional state rather than from the training itself (Noe, 2013). For

example, the company needs to be aware if an employee recently lost a family member or close

friend because this can have a huge impact on the performance of this employee. Relatedly, if for

instance an employee was not in a happy stage in their life during training due to past work

experience or other extraneous influences, the trainee may have performed poorly during

training. On the other hand, the contrast of being put in a positive working environment such as

B&B could potentially elevate their performance.

Mortality factors are another threat that is considered. Mortality is when an employee that

is being trained and subsequently evaluated leaves the company (Noe, 2013). For example, if an

employee started the training program and left the company prior to the evaluation to pursue

work elsewhere, evaluation data may be biased. Accordingly, B&B will consider this potential

threat and account for missing data when evaluating training effectiveness and subsequent

employee performance.

Conclusion

B&B services takes pride in its thorough ice cream training program. This report

described an analysis and breakdown of the training being provided for potential Cold Stone

Creamery store associate employees. First, a needs assessment consisting of an organizational,

B&B TRAINING PROGRAM 23

person, and task analysis was conducted and described. The training objectives were listed and

explained in detailed. Along with, the learning theory, training methods, detailed lesson plan,

transfer of training, and evaluation design that the ice cream program will implement to the

trainees and use throughout its entirety. B&B services, has confidence in its program and is

proud to partner with Cold Stone Creamery Franchise as an outsourced training mechanism to

prepare employees in the ice cream making industry.

B&B TRAINING PROGRAM 24

References

Bixler, B. (2014, July 14). Franchise Chatter Guide: Can Dairy Queen Franchises Stay Afloat

While the Ice Cream Experiences a Meltdown? Retrieved from Franchise Chatter:

www.franchisechatter.com

Cold Stone Creamery Headquarters . (2014, October 31). Retrieved from Cold Stone Franchise:

https://coldstonefranchise.wordpress.com

Noe, R. A. (2013). Employee Training and Development. New York: McGraw Hill.

Yunich, R. (2003). Cold Stone eyes local expansion. Business Journal, 3.

B&B TRAINING PROGRAM 25

Appendix A

Minion Survey Part 1

1. Have you ever made ice cream before?

a. Yes, I have a lot of experience making ice cream in the past

b. Yes, but I have minimal experience with making ice cream

c. No, I do not have experience with making ice cream

2. Have you ever participated in on-the-job training? If so, did you find the training

helpful?

a. Extremely helpful

b. Average amount of help

c. Little amount of help

d. Not helpful at all

e. Not Applicable

3. Have you ever been employed at a fast-paced work environment?

a. Yes

b. No

4. Do you have confidence in your ability to perform effectively at work?

a. Yes

b. No

5. How well do you work with co-workers?

a. I’d rather work alone

b. Working with others is difficult to me

c. I work well in teams, but prefer to work alone

d. I can adopt to others in my group, even if they have different interests than me

e. I prefer working in teams

B&B TRAINING PROGRAM 26

Minion Survey Part 2

On a rating of 1-5, how do you rank yourself with having experience with using mathematics?

Such as, having a task where you were responsible to measure out proper amounts of ingredients.

1= No Experience. 2=Very Little Experience. 3= Moderate Experience.

4=Familiar but could use a touch up. 5= Well Experienced.

On a rating of 1-5, how would you describe your reading and comprehension skills? Such as

being able to read directions and apply them to work, for an example reading ingredients and

being able to apply this to what is being made.

1= No Experience. 2= Poor. 3= Average.

4= Good reading skills and experience. 5= Outstanding. No training necessary.

On a rating of 1-5, how well do you know cooking essentials, such as knowledge of basic baking

materials such as bowls, measuring cups, silverware, etc.?

1= No Experience. 2= Poor. 3= Average.

4= Good, could use a touch up. 5= Outstanding.

How would you describe your skill set of using time management, for example being able to set

a timer and use time wisely to prepare a variety of different ice creams?

A. Great Time Management Skills

B. Could use some work

C. Poor Time Management Skills, Little Experience.

On a scale of 1-5, how well would you rank yourself with being able to communicate effectively

with oral expression? Meaning the ability to communicate information and ideas in speaking so

others will understand.

1= Poor, No Experience. 2= Needs Work. 3= Average.

4= Good. 5= Outstanding.

On a scale of 1-5, how well are your active listening skills? Meaning to grant people with your

full attention to what other people are saying, understanding their perspective, asking questions

as needed and not interrupting.

1= Poor, No Experience. 2= Needs Work. 3= Average.

4= Good. 5= Outstanding.

B&B TRAINING PROGRAM 27

Minion Survey Results

Part 1- total of 17 responses out of 24

Question 1: a) 1 b) 6 c) 10

Question 2: a) 12 b) 5 c) 0 d) 0 e) 0

Question 3: a) 16 b) 1

Question 4: a) 17 b) 0

Question 5: a) 1 b) 0 c) 0 d) 12 e) 4

Part 2- total of 9 responses out of 24

Question 1: 1) 0 2) 0 3) 3 4) 4 5) 2

Question 2: 1) 0 2) 0 3) 1 4) 6 5) 2

Question 3: 1) 0 2) 1 3) 2 4) 5 5) 1

Question 4: A) 6 B) 3 C) 0

Question 5: 1) 0 2) 1 3) 2 4) 5 5)1

Question 6: 1) 0 2) 1 3) 0 4) 6 5) 2

B&B TRAINING PROGRAM 28

Appendix B

Cold Stone Basic Ice Cream Mixture

Ingredients

½ cup half and half

1 tablespoon sugar

½ teaspoon vanilla

2 sandwich Ziploc bags (quart size)

1 gallon Ziploc bag

3 cups crushed ice

1/3 cup salt (ice cream salt works best)

Toppings

Directions

1. Combine the ice and salt into the gallon bag and place aside for later.

2. Next, combine the half and half, sugar and vanilla into 1 of the quart size Ziploc bag.

Make sure the air is out of the bag and seal closed.

3. Place the Ziploc bag with the liquids into the other quart size bag and seal air tight. The

double bagging will help keep salt off your ice cream.

4. Place the quart size bags into the gallon size bag of ice and seal air tight.

5. Shake continuously and vigorously for 5 minutes or until the mixture inside is hardened.

You may want to use a towel if it is too cold.

6. Pull the mixture out of the bags and spoon into cups or bowls and enjoy. Feel free to add

toppings or other ingredients to make your own ice cream.