300-450 word SWOT analysis

Data Collection

Collecting data for the project is done to assess how well the project is meeting, or has met the stated goals and objectives. According to Shays (2005), “Data collection is a delaying tactic to decide where to begin" (pg1) There are multiple ways to collect the data including questionnaires, surveys, interviews, and focus groups are types of data collection that require human interaction. Collection methods would be ideal in helping the project team evaluate the differences in customer service, before and after the training. Measurement tests, simulations, and observation are a few other ways for the researchers to collect data. Measurement tests, simulations, and observation are meant to evaluate the depth of the employees learning or practical application of the skills taught as a part of the training program. This is ideal for Chik-fil-A’s training program evaluation. Project teams must research each data collection method to ensure they have selected the best methods of collecting the data for their project, so they are able to properly assess the project's performance (Phillips et al., 2015).

Methods for Data Collection

To ensure project success, the consultant will utilize different data collecting methods. The consultants will conduct interviews with top management to gather input at the reaction level. These interviews will provide a clear understanding of how main stockholders and top management perceive the project, how useful do they believe it will be and how effective do they perceive the chosen communication methods. Feedback on the reaction level is essential to ensure customer satisfaction.

Data collection for the learning level will consist of a small survey given to the trainees. A small survey with mainly close-ended questions will provide information on how the new training program skills are received. Addressing the learning objective will be key in knowing if the trainees understand the new tools and if the learning process is being effective.

Application and implementation level are to measure the various times during the project. Prior every location manager is trained, they will be provided with an action plan with step by steps instructions on how the rollout of the new training program will be. Training the locations managers utilizing action plan; afterward, the training mangers will be able to give feedback on the effectiveness of the action plan. The consultants will conduct focus groups by area with the purpose of collecting feedback on how useful the training program will be and what challenges might the locations experience while training all other employees.

The impact will be measured utilizing ROI data and overall project performance. After the project is implemented and ROI is measured, questionnaires will be conducted at the top management level to gather feedback on the value the project. To finalize the consulting process, performance monitoring before, during and after the project provide the last results of effectiveness and value of the project. Lastly, internal performance monitoring should be done quarterly to ensure project effectiveness and longevity.

Measures

The motive of measuring the performance of the data received is to use that data for service improvement. By measuring performance and benchmarking that performance, Chick-fil-A can gain information to improve the quality, delivery, cost, and cycle time of our services. An assortment of issues should be reported to appropriately measure the inputs. While some are essential, and others are optional, some measures would be appropriate to try as inputs in the consulting project. The nine measures about the Consulting Project with Chick-fil-A are as follows:

· The type of project

· The functions in the organization where the project is located

· The users of the project, the people directly involved (the participants):

· The support staff and others who may be involved

· The timing of involvement of all parties

· The duration of the involvement

· The place of involvement

· The cost of the project, including direct and indirect costs

· The inefficiencies surrounding the project

The input data that is measured before the project, regarding the proposed project will be used as the benchmarked measurements. Measurements during the project as resources are utilized and individuals become involved. For example: The Type of Project measurement for Chick-fil-A has a fixed label as “Evaluating the Needs for Training and Development,” the Place of Involvement is distinguished at the local restaurants, the users and support staff consist of a mixture of front line staff and management as well as HR representatives and franchise owners, whereas the “inefficiencies surrounding the project” is measured throughout the duration of the project as they arise. The timing and budget measurements are hybrid due to formerly being projected as well as measured out throughout the duration of the project.

Converting Data to Monetary Values

There are two types of data: tangible and intangible data. Intangible data consists of the skills gained by employees and good services. Tangible data is the money made regarding profits. The intangible data can be converted into monetary value. There are a number processes used in converting intangible data into monetary value. Chick-fil-A training program will help in ensuring that the intangible data is converted into monetary value.

The first step in the process is to identify the skilled personnel. Most of the employees are rich in intangible data, and it is the responsibility of the organizations to identify such data and use it to benefit both the employees and the organization (Burkett, 2016). After identifying the skills in employees, the organization should take the initiative of ensuring that skilled employees are taught on their strengths.

The organization teaches the employees on how to provide quality services to the customers, how to be skilled and how to create loyal customers. This helps in converting intangible data into monetary value in different ways. Employees are providing quality services to the customers ensure customers are more encouraged to repeat returns.

Having loyal customers is also another process of converting intangible data to monetary value. A loyal customer hardly purchases from other companies or shops; loyal customers are likely to stick with the company through thick and thin. When a company gains loyal customers, there is an increase in sales. An increased number of loyal customers can effect on the organization’s financial statement.

The employees also benefit in different ways like making more tips and earning from overtime shifts. Skills are the core to the success of any business (Burkett, 2016). A skill is a magnet that pulls all customers who love quality products and services towards a company. Hiring skillful employees is adding value to an organization. Chick-fil-A is an organization that has known the secret to making profits by ensuring that it invests heavily in converting intangible data to monetary value.

Use of Information

The information collected will be used to measure how training and development improved Chick-fil-A. The data collected will help the organization evaluate the improvements in customer service has affected the company but also where areas of improvement are still needed. Evaluating the data collected during the project allows the organization and the team to make changes as needed, such as developing more training programs. The measures collected analyze if there was an increase in profits, increase in customers, fewer complaints, and the utilizing of social media. Intangibles such as these have a major effect; it is important to measure such things like customer complaints on customer service.

Conclusion

Chick-fil-A and Team C working together have been able to develop an action plan that will help address the needs of this organization. The action plan summary is broken down how the team plans to assist this organization to implement the project as well as collection and analysis all the data to make improvements as a need to the project. Evaluating the collected data to ensure the results are favorable to the organization, and ensure that the organization continues to grow and increase its revenue and maintain its customer's satisfaction.

References

Burkett, H. (2016). Data Conversion: Calculating the Monetary Benefits. New York: John Wiley and Sons.

Philips, J. J.,Trotter, W., & Pullman Phillips, P. (2015). Maximizing the Value of Consulting. Hoboken, New Jersey: Wiley & Sons, Inc.a

Shays, E. (2005, December). DATA COLLECTION? Save Yourself the Trouble. Consulting to Management, 16(4), 1.

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