Running Head Chick Fill A Action Plan

Running Head Chick Fill A Action Plan1chick Fill A Action Plan2chick

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 data including questionnaires, surveys, interviews, and focus groups, which require human interaction. Collection methods such as measurement tests, simulations, and observation are also used to evaluate the depth of employees' learning or practical application of skills taught during training.

This data collection is ideal for evaluating Chick-fil-A’s training program, as it helps to assess changes in customer service before and after training. The project team must select appropriate data collection methods to accurately evaluate project performance (Phillips et al., 2015). Data collection methods will include interviews with top management to gauge perceptions and expectations, surveys to assess trainee learning and training effectiveness, focus groups within specific areas to gather feedback on training usefulness and challenges, and performance monitoring throughout the project lifecycle to gauge ongoing effectiveness.

Feedback at each level—reaction, learning, behavior, and results—is critical for measuring success. Reaction-level data will be gathered through management interviews to understand stakeholders’ perceptions. Trainee surveys will measure the understanding and reception of new skills. Application and implementation data will be collected via focus groups and ongoing performance metrics, including ROI data, to assess the practical impact of training. After the project's implementation, top management questionnaires will provide insights into the overall value of the project. Regular internal performance monitoring should be conducted quarterly post-implementation to ensure sustained effectiveness and continuous improvement.

Measuring project success relies on a combination of performance indicators and financial metrics. To facilitate this, nine key measures are outlined, including project type, organizational functions involved, user participation, support staff involvement, timing, project duration, location, costs, and inefficiencies encountered. Measuring these inputs before and during the project establishes benchmarks and tracks progress, revealing efficiency, resource utilization, and areas needing improvement.

Converting data into monetary value involves assessing both tangible and intangible data. Tangible data, such as increased profits and sales, are directly measurable, whereas intangible data, such as employee skills, service quality, and customer loyalty, require conversion techniques. The process begins with identifying skilled personnel and leveraging their abilities to enhance customer service and satisfaction. Loyal customers contribute to increased sales, which directly impacts financial performance (Burkett, 2016). Investing in employee skill development amplifies this effect, leading to higher revenue and better market positioning for Chick-fil-A.

The value of information collected during this process is instrumental for continuous improvement. Data analysis reveals how training improvements translate into higher customer satisfaction, better operational efficiency, and financial gains. For example, decreases in customer complaints or increases in repeat customers and social media engagement are tangible indicators of success. The organization can then refine training programs and operational strategies based on these data insights, creating a cycle of ongoing enhancement.

In conclusion, the collaboration between Chick-fil-A and Team C has resulted in an actionable plan that integrates systematic data collection and measurement to improve training outcomes and organizational performance. By evaluating performance across multiple levels, converting intangible benefits into monetary terms, and utilizing data-driven insights for continuous improvement, Chick-fil-A can maintain a competitive edge, enhance customer satisfaction, and increase profitability. This comprehensive approach underscores the importance of data-informed decision-making in organizational development.

References

• Burkett, H. (2016). Data Conversion: Calculating the Monetary Benefits. New York: John Wiley and Sons.
• Phillips, J. J., Trotter, W., & Pullman Phillips, P. (2015). Maximizing the Value of Consulting. Hoboken, New Jersey: Wiley & Sons, Inc.
• Shays, E. (2005). Data Collection? Save Yourself the Trouble. Consulting to Management, 16(4), 1–4.