Intro

The overall objective of this report is to provide Boston Pizza a training needs analysis (TNA). This analysis will start at an organizational level; showing and explaining Boston Pizza’s major issues related to its culture, its mission and goals, as well as its internal environment and how all this could affect employees’ performance. Such an analysis will reveal that a performance gap in the serving area is occurring and that some of its employees lack the basic knowledge necessary to be effective in their job. The analysis will subsequently examine the performance gap at both the operational and person level. This is done so that information can be collected about the job’s specific knowledge, skills and attitudes (KSAs) and other qualifications. This will also help in identitying who does not meet the performance requirements and related explanations. The nature of the need will result to be reactive because the performance gap is occurring in the present and it is already affecting the productivity of the company. As a result, the TNA will need to be completed more quickly. In addition, the analysis is going to confirm that training is an adequate solution for the performance gap found at Boston Pizza. Among the employees, only some of them will need training to correct their performance gap and to improve their knowledge related to the food serving process in the restaurant. After performing the training, it is expected that Boston Pizza will improve its service quality and consequently obtain a higher level of customer satisfaction.