The Asthma Attack Case PDF

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Course: Training and Development Chapter 3 – The Asthma Attack Case Study Professor: Darlene Friesen Student: Sarah Jolicoeur Date May 31st, 2021

1. Run the asthma attack incident through the need’s analysis process. What is the performance problem and is it important? Who are the stakeholders? What information would you collect by doing an organizational, task, and person analysis? What are some of the outcomes that would result from the needs analysis process? The first step of the need’s analysis process is to identify a concern, the concern with this incident is that the Tim Horton’s employees did not respond appropriately to the medical emergency of one of their customers. The safety of staff and customers should always be a main priority; therefore, the performance problem is definitely important in this case. Every employee should be properly trained on identifying medical concerns, responding to them accordingly, and who to call for help, which in this asthma attack incident would have been 911 for paramedics. In this case, the stakeholders would be Tim Horton’s executives, restaurant owners, corporate employees, restaurant team members, guests, investors/analysts, suppliers, the government and non-government organizations. There is a great amount of data that needs to be collected to be able to conduct a thorough analysis. This data is divided in three categories: organizational, task, and person. By conducting an organizational analysis, you would collect information such as: the organizations strategy, environment, resources, and context. By conducting a task analysis, you would collect information such as: a description of the activities or work operations performed on a job and the conditions under which these activities are performed. The knowledge, skills and abilities required to perform specific tasks. By conducting a person analysis, you would collect information such as: employee behavior and performance to determine whether performance meets the work standards. Due to the Tim Horton’s employees’ lack of capabilities in responding to emergency situations, the main outcome that would result from the needs analysis process would include: the determination of where training within the organization is needed, who should receive the training, and exactly what type of training is necessary. Training for employees at a store-level can be conducted in several of ways. The final outcome would be a form of finalizing a training program for the employees. 2. If Tim Hortons was to conduct a needs analysis following the asthma attack, what methods and sources should they use? Explain the advantages and disadvantages of each method and source. There are several of methods and sources that Tim Horton’s could use if they were to conduct a needs analysis following the asthma attack incident. My personal recommendation would be in the direction of questionnaires. An anonymous questionnaire would be able to assess the opinions of each employee regarding this incident, and where they feel that training may be needed. This method would be the quickest way to reach a large number of employees and retrieve the results from the data collected from the questionnaire. The disadvantage to using this method is that all employees may not participate, so the return rate of responses is uncertain. Group discussions and work samples would be my next recommendations for the methods and sources they should use if conducting a needs analysis. The table below provides the advantages and disadvantages of each.

Method/Source

Questionnaires

Advantages 

Can reach a large number of people in a short period of time



Make little provision for free expression of unanticipated responses



Are relatively inexpensive





Give opportunity for expression without embarrassment

Require time, technical skills, and development of effective instruments



Are at limited utility in getting at causes of problems or possible solutions



Is time-consuming both for the consultant and the agency



Can produce data that are difficult to synthesis and quantify



Case study method will take time away from actual work of the organization



Need specialized content analysts

 Group Discussions

Work Samples

Disadvantages

Permits on the spot synthesis of different viewpoints



Builds support for the particular service response that is ultimately decided on



Carry most of the advantage of records and reports data



Are the organizations data (its own input)

3. Do you think training is needed to solve the performance problem? Consider some other solutions to performance problems and where they could be appropriate. How would you know if training was the best solution to the performance problem? I believe that a training program needs to be implemented to solve the performance problem. To know if training would be the best solution to the performance problem, a questionnaire could be filled out by a random selection of stores from different regions to determine their course of action if this incident occurred in their store. The results would convey whether training needs to be conducted to prevent future incidents and ensure that employees know how to respond appropriately to emergency situations....