Reference no: EM132838609

Gas and DashLeon Rudiger has been the owner of Squirrely's Gas Bar in rural Alberta for several decades and still offers full service for customers filling their vehicles with gas. Although he added a self-serve pump a few years ago for those customers that prefer to fill up their own tank, the self-serve pump is seldom used. Leon has built his business on his reputation of trust, loyalty, and goodwill. If a local customer had forgotten their wallet or credit card he was known to put it on a tab for next time. Because of his dependable customer base and fostered loyalty, Leon had been able to significantly expand his business.

On June 1, 2018 new measures to Alberta's Occupational Health and Safety Act (OHS) came into force as a violence prevention plan for employees of fuel outlets and convenience stores, citing that "gas and dash" robberies and other violent incidents at retail fuel outlets and convenience stores have resulted in worker deaths and serious injuries (OHS, 2019). Fuel and convenience stores now require that their customers prepay for fuel.

Until June 1, 2018 Squirrely's Gas Bar had taken payment from customers when the gas tank was full. Customers did not need to leave their vehicles because payment was handled by the gas jockey after filling. Sometimes this meant delivering coffee or small items from the convenience store as well. When the total bill was an odd amount, customers often rounded it up to an even amount as a way of tipping.

This change in process has changed Leon Rudiger's relationship with his customers and impacted the amount of purchases from his convenience store as well as tips that the gas jockeys historically enjoyed. Customers are now lining up to use the self-serve pump and his customer base has also since changed. In addition to the requirement to prepay for fuel, as of June 1, 2018 OHS also stipulates that all employers with 20 or more workers must have a written health and safety plan in place and where no program is required, e.g., if there are less than 20 workers, the employer must involve all workers in hazard assessment and control.

Squirrely's Gas Bar typically employs high school students. With less than 20 workers Leon Rudiger isn't required to develop a written health and safety plan but is required to involve all employees in hazard assessment and control. This is a new process that he is unfamiliar with and still in the development stage. Most of his staff are part-time and many are temporary only.

1. Read and analyze the case study from the perspective of training needs. Refer to Figure 3.1 from your textbook (p. 83). 
2. What is the performance problem and why is it important?
3. Who should take part in the TNA? Who are are the stakeholders? Why?
4. What methods and sources would you use? Explain why you would choose this method(s). Refer to Table 3.4 from your textbook (pp. 100-103).
5. What information would you collect by doing an organizational analysis? List some key questions that you might use, and why. 
6. What information would you collect by doing a task analysis? Describe how you would validate the list of tasks.
7. What information would you collect by doing a person analysis? Describe some results you might expect to find.
8. Do you think training is needed to solve the performance problem? Consider some other solutions to the performance problem and whether they would be appropriate. How would you know if training is the best solution to the performance problem?