Blended Learning Goes Better with Coffee and Donuts

Technology is having a major impact on training delivery and instruction. One way that companies capitalize on the strengths and reduce the weaknesses of both face$-$to$-$face and technology$-$based training methods is to use them together in a blended learning approach. Online learning provides trainees with access to training at any time and place. Trainees also have control over instruction. They can review or skip instruction and sometimes even interact electronically with other trainees and the instructor. Trainees can directly enroll in training programs and courses and complete online quizzes. Video, text, and even virtual reality can be part of the online training experience. Face$-$to$-$face instruction gives trainees the opportunity to meet their peers and understand the perspectives they bring to solving problems addressed in training.

In this exercise, please read the mini$-$case and answer the questions that follow.

The restaurant business is well known for its high failure rate. However, most franchises do not fail, due to a number of factors including consumer brand recognition, support from the franchisor, national advertising, and training. Consider Dunkin' Donuts, the world's largest coffee and baked goods chain, serving more than three million customers per day. Dunkin' Donuts sells $52$ varieties of donuts and more than a dozen coffee beverages, as well as an array of bagels, breakfast sandwiches, and other baked goods. Dunkin' Donuts is America's largest retailer of coffee$-$by$-$the$-$cup, serving nearly one billion cups of brewed coffee each year. At the end of $2014,$ there were more than $11,300$ Dunkin$$ Donut stores worldwide, including $8,000$ franchised stores in $41$ states and $3,200$ international shops in $36$ countries. In $2014,$ global system$-$wide sales topped $$9\mathrm{.}7$ billion. Dunkin' Donuts invests time and money in training because the company believes it is an important investment to support the brand and to help franchisees be successful and profitable.

Dunkin' Donuts' training uses a blended learning approach involving online, classroom, and on$-$site work with follow$-$up and reinforcement. Franchisees attend an introductory course that focuses on the business as well as their roles and responsibilities and those of the franchisor. This helps the franchisees learn from and build relationships with important individuals and teams at the corporation. Franchisees then complete sixty hours of online training on their own time, covering how donuts are made, equipment maintenance, food safety, and shift management. A five and a half week instructor$-$led course and certification program runs at the same time as the online training. Both the online and instructor$-$led courses are designed to simulate restaurant experiences with the goal to facilitate on$-$the$-$job practice that occurs in the restaurant. Practice sessions are supported with skills checklists to monitor progress and review training materials.

Before opening the restaurant, franchisees train their new staff working side$-$by$-$side with regional market trainers or operations managers from Dunkin' Donuts. The goal is to have all employees working efficiently and effectively when the new restaurant opens.

Extensive training also occurs after the restaurant opens. Market and network trainers and operations managers visit the store to evaluate employees and provide ongoing training, support, and coaching. New training programs are developed to improve problem areas based on store evaluations.

The success of the training programs is measured in several different ways. Each of the training programs measures learning through the franchisee's ability to perform skills in restaurant operations. Dunkin' Donuts also asks franchisees for feedback on the training programs.

Which of the following is least supported by e$-$learning?

Multiple Choice

repurposing training content

needs assessment

learner control

linking to other web resources

collaboration and sharing