Training and Development Project on Mess Workers of

Indigo Catering & Services Pvt. Ltd.

Project Report
Submitted in partial fulfilment
of the requirements for the course

Training and Development

By
Aryabarta Sikdar H008-16

Iqra Bismi H020-16

Komal Kapoor H029-16

Sonu Kumar H045-16

POST GRADUATE DIPLOMA IN HUMAN RESOURCE MANAGEMENT

INDIAN INSTITUTE OF MANAGEMENT, RANCHI
FEBRUARY 2017
Acknowledgement
We would like to express our sincere gratitude to Dr. M. Srimannarayana for giving us the

opportunity to do a project on designing training program for the mess workers of IIM Ranchi.

This has given us an opportunity to learn more about handling training and development related

issues and this will further help us to deal with such issues at the workplace in a more effective

way.

We would like to thank Mr. Satyam Dudwewala, the member of Student Facilities Committee for

introducing us to the overall manager Mr Shailesh Mishra.

We would like to thank the overall manager Mr Shailesh Mishra as well as the chef manager for

taking out time from their hectic schedule and giving us insights on various mess issues.

Last, but not the least, we would like to thank the mess workers of IIM Ranchi, who took time

from their busy schedule and gave us the interview, thus helping us in completing our research

for the project.

Aryabarta Sikdar H008-16

Iqra Bismi H020-16

Komal Kapoor H029-16

Sonu Kumar H045-16

Table of Contents
Table of Contents
Needs Assessment Phase ....................................................................................................................................... 4
About the organization ........................................................................................................................................... 4
Model used for the Needs Assessment Process ..................................................................................................... 7
Organizational Support ........................................................................................................................................... 7
Organizational Analysis........................................................................................................................................... 8
Requirements Analysis ........................................................................................................................................... 9
Task and KSA Analysis ........................................................................................................................................... 11
Person Analysis ..................................................................................................................................................... 16
Objective Setting Phase ....................................................................................................................................... 22
Designing the Training Program for the Mess Workers ...................................................................................... 23
Evaluating the Training Program ......................................................................................................................... 30
References: Primary Data .................................................................................................................................... 33
Needs Assessment Phase
About the organization

Indigo Catering and Services Pvt. Ltd. started operations in the year 2008. It was formed by

professionals in the field of hospitality management having rendered services across the

globe. It has its regional offices in Kolkata, Ranchi and Baroda. They have been operating

Pan India from Arunachal Pradesh to far end of Gujarat. At Indigo, they believe that their

success lies not on volumes but on being able to deliver their clients and customers the best

value.

It aims to be a Quality service provider to its clients and for this it aims to make its services

cost effective while still maintaining the highest standards of operations.

Their shared values are: "principles, qualities or entities that are valuable or desirable to us".

They believe that shared values are the foundation of ethics and productivity. They believe

that shared values and beliefs are the "glue" which holds an effective organization,

community or team together. The shared value helps the team members to understand the

organization and is key to motivation and culture. Their values are Integrity, Respect, Trust,

Ecology and Financial Discipline.

Their objective aims at being preferred service provider and employer in the region. They

believe that this can be achieved only through hiring/developing quality work force to deliver

quality services and results in terms of customer satisfaction and value for money and also

financial results for the organization. In short they believe in Quality Services, through

Quality People for Quality Results.

History

Indigo Services was formed with an objective of being a quality support to industries,
institutions and other agencies in eastern India, by association of leading hospitality
 professionals, in the year 2006. In year 2008, Indigo Catering & Services Pvt. Ltd was

instituted.

Presently, Indigo Catering operates all over the country and has its subsidiaries which
specialize in different streams of business. It has its Supply Wing, Travel Agency and

Skill Development Division.

Vision

To be distinguished as quality centred, professional, value based hospitality solutions

provider across the country.

Strategy

Quality Services, By Quality People, For Quality Results"

We shall optimize development of local resources for optimum utilizations. Safety shall be

our prime focus which includes food safety, Personal Safety, and safety of assets and

environment.

Values

Integrity: Belief in unity and honouring the commitments.

Trust: Trust of not being opportunist.

Respect: Respect for all and self.

Financial Discipline: Stick to projected budgets and estimates.

Ecology: Care for environment is our responsibility towards further generations.

Structure of the Organisation

Hierarchy of the Organization at Hostel & College Mess

Distribution of Workers at Hostel & College Mess

Chef Assistant Cook/ Kitchen Helper Service Staff Cleaning Staff

Suchana Bhawan 2 2 2 1

Khelgaon 7 4 5 1

Cafetaria 1 1 1 NA
Model used for the Needs Assessment Process

Organizational Support

Establish Relationship with the Top Management

We interviewed the overall manager Mr. Shailesh Mishra to know about his expectations

from the workers. He was quite supportive in letting us carry forward our project. He was

curious to know how this project will be of help in improving the current performance of the

unit under him.

In our interview, we got various insights from him about the hierarchy, structure and the

working of the organization. We got his full support for conducting the interviews of the

mess workers as he briefed us about their schedule and the exact time when we could conduct

their interviews.

Establish Relationship with other Organizational Members

We interviewed the chef manager, Mr Narayan Yadav to know more about the work in the

kitchen as it is the main wing of their entire unit. He too helped us with the project as he gave

his insights on what he would like to see happening in the mess. He told us about things that

he thinks could be of utmost help in adding a definite value that would be one notch higher

than the current one.

We understood his relationship with the chef and other assistant cooks to be healthy,

supportive and cordial. We all were on the same page in accordance with our project relating

to finding the exact training needs of the unit.

Forming a Liaison Team

We didn't create any liaison team since there wasnt a need for us, owing to the small

organizational unit that we were considering for our project. It was possible for us to interact

with all the workers that came under our project scope.

Organizational Analysis

Specify Goals

As per their vision and strategy, their key focus is on quality, professionalism, food safety

and personal safety. At the sub unit level (mess at Khelgaon and Suchana Bhawan), they are

focussed on providing quality food on time while at the same time maintaining good

relationship with the students.

Keeping all this in mind, we have tried to identify the key areas where mess workers can

improve so as to achieve these goals and be in alignment with the organizations vision. Since

the goals were clearly specified, it also helped us in asking the right questions and

formulating the right strategy for designing a training paradigm and hence in subsequent

evaluation of it.

Transfer Climate
The skills they would be learning as a part of their training will be closely related to the

current work the workers are performing and it will directly help them go up the ladder.

From our interaction with the overall manager, we realized that he is happy to encourage the

mess workers who wish to learn new skills and has recommended them for training for these

skills in their head office in the past. This proves to be a good sign for us to carry forward

with our project since this shows that there will be no future resistance from the supervisor in

case the worker wishes to apply the newly learned skills through our training program.

Thus we saw that the transfer climate in this case was quite conducive since there was no

roadblock from the supervisor or from the job itself that would prevent the employees from

applying their newly learned skills on the real-time job. In fact the climate was such that the

promotions and recognitions were put in place for the ones who would be willing and

successful to apply the newly learned skills in their job to uplift their performance.

External and Legal constraints

As the sub-unit level we were dealing with small number of people therefore we did not face

any external or legal constraints while conducting our research for the project. We were able

to carry out all our work without any hindrance.

Requirements Analysis

Define the Target Job

Job Role: Assistant Cook/Kitchen Helper

Job Description: He assists the chef in doing the overall kitchen work. The various types of

tasks that he is required to do are the following:

Cleaning, cutting and cooking vegetables

Rinsing and preparing rice

Prepare dough and rotis

 Cleaning non-veg items (fish, meat) before cooking it

Choose Methods

Observation: As students, we have observed their work for around nine months. Thus we

have analysed many things and identified areas where they need training for better

performance.

Key Consultation: We had a discussion with the overall manager as well as the chef manager

to know about their expectation from the workers. Both of them expect good food quality as

well as following all the instructions with respect to safety and hygiene.

Interviews: We conducted both structured as well as an unstructured interview. Some basic

questions were common for all the workers. (The questionnaire has been attached at the end

for reference) While some questions were specific to the workers according to the type of

work they are doing and also according to the answers they were giving to our questions

Determine Participants

There wasnt a need for us to determine the number of participants since this is a small

organisation so we interacted with all the members.

Determine Points of Contact

For our project the main point of contact is the overall manager Mr. Shailesh Mishra.

Anticipate Problems

It was a bit difficult to conduct survey questionnaire with the target group because

they were not lacking the required English and Computer skills.

Many staff members might be reluctant to answer the questions during the interview

as they might misunderstand our intentions, and thus end up feeling insecure about

their job.
Task and KSA Analysis

Develop Tasks

We identified the following tasks for the job role that we were working on for our project:

Clean the vegetables/non-veg/dal to ensure hygiene

Cut the vegetables so they can cook them in less amount of time

Cook the vegetables/non-veg/dal in a way that it ensures healthy food and good taste

Rinse and soak rice with water and cook it well so that it is not raw or overcooked

Prepare dough and cook rotis

Wiping the kitchen floor, slabs, stove etc. to ensure hygiene

Maintain overall hygiene in the kitchen

Using safety tools to prevent accidents

Form Task Clusters

These are the five task clusters that we developed according to the tasks identified:

Cleaning

Cutting

Cooking

Hygiene

Safety

Develop KSAs

We identified the following KSAs for the defined job role:

Ability to cook food with optimum amount of resources to prevent overshoot of the

budget

Ability to cook healthy food by using the optimum mix of masalas

 Ability to cook tasty food by learning new ways to prepare an old recipe that comes with

experience

Ability to pass on the information to the subordinates to help improve their performance

Skill to cook food on time

Ability to make soft and round rotis

Knowledge of various cuisines (Chinese, Continental etc.)

Knowledge of first aid (basic medicines and ointment) in case of any injury (cuts, burns

etc.)

Skill to cut the vegetables finely

Skill to clean the food items in a proper way with the appropriate solution

Skill to keep the kitchen clean

Knowledge of cleaning agents for various types of food items

Knowledge of cleaning agents for wiping the floor and cleaning of equipment

Ability to help each other on a common task

Ability of the worker to be professional (clean shaven, wears cap, gloves, shoes etc.)

Determine Relevant Tasks

We rated the following tasks based on their importance on the likert scale of 7

Tasks Importance (on a scale of 7)

Clean the vegetables/non-veg/dal to ensure hygiene 7

Cut the vegetables so they can cook them in less amount of 5

time

Cook the vegetables/non-veg/dal in a way that it ensures 7

healthy food and good taste

Rinse and soak rice with water and cook it well so that it is not 6
raw or overcooked

Prepare dough and cook rotis 6

Wiping the kitchen floor, slabs, stove etc. to ensure hygiene 6

Maintain overall hygiene in the kitchen 7

Using safety tools to prevent accidents 7

Determine Relevant KSAs

We rated the following KSAs on the scale of 7 related to their importance:

KSAs Importance (on a scale of 7)

Ability to cook food with optimum amount of resources to 6

prevent overshoot of the budget

Ability to cook healthy food by using the optimum mix of 7

masalas

Ability to make soft and round rotis 5

Ability to cook tasty food by learning new ways to prepare an 5

old recipe that comes with experience

Skill to cook food on time 6

Knowledge of various cuisines (Chinese, Continental etc.) 7

Knowledge of first aid (basic medicines and ointment) in case 6

of any injury (cuts, burns etc.)

Skill to cut the vegetables finely 5

Skill to clean the food items in a proper way with the 7

appropriate solution

Skill to keep the kitchen clean 6

Knowledge of cleaning agents for various types of food items 4

 Knowledge of cleaning agents for wiping the floor and 4

cleaning of equipment

Ability of the worker to be professional (clean shaven, wears 6

cap, gloves, shoes etc.)

Link Relevant KSAs to Tasks

Specific Task Statements KSAs Required

Clean the vegetables/non-veg/dal to a) Knowledge of cleaning agents for various

ensure hygiene types of food items

b) Skill to clean the food items in a proper way

with the appropriate solution

Cut the vegetables so they can cook a) Skill to cut the vegetables finely

them in less amount of time b) Knowledge of first aid (basic medicines and

ointment) in case of any injury (cuts, burns

etc.)

Cook the vegetables/non-veg/dal in a a) Ability to cook food with optimum amount of

way that it ensures healthy food and resources to prevent overshoot of the budget

good taste b) Ability to cook healthy food by using the

optimum mix of masalas

c) Ability to cook tasty food by learning new

ways to prepare an old recipe that comes with

experience

d) Skill to cook food on time

e) Knowledge of various cuisines (Chinese,

Continental etc.)
Rinse and soak rice with water and cook a) Ability to cook food with optimum amount of

it well so that it is not raw or overcooked resources to prevent overshoot of the budget

b) Ability to cook healthy food by using the

optimum mix of masalas

c) Ability to cook tasty food by learning new

ways to prepare an old recipe that comes with

experience

d) Skill to cook food on time

Prepare dough and cook rotis a) Ability to cook food with optimum amount of

resources to prevent overshoot of the budget

b) Ability to make soft and round rotis

c) Skill to cook food on time

Wiping the kitchen floor, slabs, stove a) Skill to keep the kitchen clean

etc. to ensure hygiene b) Knowledge of cleaning agents for wiping the

floor and cleaning of equipment

Maintain overall hygiene in the kitchen a) Skill to clean the food items in a proper way

with the appropriate solution

b) Skill to keep the kitchen clean

c) Knowledge of cleaning agents for various

types of food items

d) Knowledge of cleaning agents for wiping the

floor and cleaning of equipment

e) Ability of the worker to be professional (clean

shaven, wears cap, gloves, shoes etc.)

Using safety tools to prevent accidents a) Knowledge of first aid (basic medicines and

ointment) in case of any injury (cuts, burns etc.)

b) Ability of the worker to be professional (clean

shaven, wears cap, gloves, shoes etc.)

Person Analysis

Develop Performance Indicators

Clean, hygienic and well maintained kitchen

Variety of food items on the menu

Food cooked should be healthy and tasty

Food should be prepared on time so that the students can get their meal on time

The staff members should have knowledge of the first aid in case of any mishap

They should have sufficient knowledge of various safety tools like fire extinguisher

etc.

While preparing food, staff should wear gloves, shoes, cap etc. for safety

Determine KSA Gaps in Target Population

Specified Importance KSAs Required Level of Level of Training

Task (7 point Proficiency Proficiency Need

Statemen scale) Required they Gap

t Possessed

Clean the 7 a) Knowledge of cleaning 4 4 0

vegetable agents for various

s/non- types of food items

veg/dal to b) Skill to clean the food 7 5 2

ensure items in a proper way

hygiene with the appropriate

solution

Cut the 5 a) Skill to cut the 5 4 1

vegetable vegetables finely

s so they b) Knowledge of first aid 6 4 2

can cook (basic medicines and

them in ointment) in case of

less any injury (cuts, burns

amount etc.)

of time

Cook the 7 a) Ability to cook food 6 5 1

vegetable with optimum amount

s/non- of resources to prevent

veg/dal in overshoot of the

a way budget

that it b) Ability to cook healthy 7 5 2

ensures food by using the

healthy optimum mix of

food and masalas

good c) Ability to cook tasty 5 4 1

taste food by learning new

ways to prepare an old

recipe that comes with

experience
 d) Skill to cook food on 6 4 2

time

e) Knowledge of various 7 4 3

cuisines (Chinese,

Continental etc.)

Rinse and 6 a) Ability to cook food 6 5 1

soak rice with optimum amount

with of resources to prevent

water overshoot of the

and cook budget

it well so b) Ability to cook healthy 7 5 2

that it is food by using the

not raw optimum mix of

or masalas

overcook c) Ability to cook tasty 5 4 1

ed food by learning new

ways to prepare an old

recipe that comes with

experience

d) Skill to cook food on 6 4 2

time

Prepare 6 a) Ability to cook food 6 5 1

dough with optimum amount

and cook of resources to prevent

rotis overshoot of the

 budget

b) Ability to make soft 5 4 1

and round rotis

c) Skill to cook food on 6 4 2

time

Wiping 6 a) Skill to keep the 6 3 3

the kitchen clean

kitchen b) Knowledge of cleaning 4 4 0

floor, agents for wiping the

slabs, floor and cleaning of

stove etc. equipment

to ensure

hygiene

Maintai 7 a) Skill to clean the food 7 5 2

n items in a proper way

overall with the appropriate

hygiene solution

in the b) Skill to keep the 6 3 3

kitchen kitchen clean

c) Knowledge of cleaning 4 4 0

agents for various

types of food items

d) Knowledge of cleaning 4 4 0

agents for wiping the

floor and cleaning of

 equipment

e) Ability of the worker 6 3 3

to be professional

(clean shaven, wears

cap, gloves, shoes etc.)

Using 7 a) Knowledge of first aid 6 4 2

safety (basic medicines and

tools to ointment) in case of

prevent any injury (cuts, burns

accident etc.)

s b) Ability of the worker 6 3 3

to be professional

(clean shaven, wears

cap, gloves, shoes etc.)

Non-Training Issues that affect Employee Performance

It has been noticed over time, that apart from the training already provided, there are a lot of

non-training issues that can be addressed in order to improve the performance of the mess

workers in our hostel/college mess.

Based on our observation from the last 9 months and as per our discussion with the workers

and the supervisor we inferred that, following are the non-training issues that may impact the

performance of the mess workers of Indigo:

1. Behavioural issues while dealing with the students, co-workers and supervisors

2. Soft skills

3. 360 degree feedback to prevent biases, thus ensuring healthy work environment
Behavioural Issues

The workers at Indigo have to interact a lot with the students, co-workers and supervisors as a

part of their job requirement. While interviewing them, we found out some of the behavioural

issues that they face during their everyday working:

Tendency to easily get annoyed or angry when students misbehave with them

Putting blame on others for their mistakes

Refusing to follow rules

Having difficulty in handling frustration

Soft Skills

In our discussion with the manager at Indigo, we came to know that because of the kind of

job role that the mess workers are into, it is important that they develop a great rapport with

the student fraternity of IIM Ranchi. So thereby the development of soft skills is taken very

seriously by the employers at Indigo. However from our interview with the mess workers, we

felt that a little more can be done in this direction.

Some of the most common soft skills employers at Indigo are looking for include the

following:

a. Strong work ethics

b. Positive attitude

c. Good communication skills

d. Time Management abilities

e. Problem-solving skills

f. Acting as a team player

g. Ability to accept and learn from criticism

h. Flexibility/Adaptability

i. Working well under pressure

360 degree feedback

The 360 degree feedback system is a very important tool to leverage an employees

performance in an organization. Presently it is not in place in Indigo. We came to know about

this when we interacted with the supervisor (Mr. Shailesh Mishra) at Khelgaon. They

generally have a daily meet-up at 10:30 pm everyday whereby they discuss what were the

problems that the team faced throughout the day, whether the problems were resolved (if not

why and what can be done going forward) and what are the agendas for the next day.

Sometimes workers are given feedback on their performance by their supervisors however

there is no proper 360 degree feedback system in place.

Objective Setting Phase

At the end of the training program, we wish to achieve the following list of objectives:

1. The workers are given training at the head office however the frequency and content

(first aid training, cutting etc.) of training for each worker was different. Therefore we

wish to design a framework that remains common for all the workers.

2. To ensure that various types of hygiene, safety and health related trainings are

conducted through live demonstrations so that workers are well equipped to perform

these essential activities as and when the need arises. Currently they are provided this

training either orally or by showing videos.

3. We want to include a module in their training that provides the workers an

opportunity to learn new cuisines on a regular basis. Currently they are provided this

training only when they show their interest for it. However we wish to include it as a

part of their regular training program since, as told by the workers, learning of new

cuisines is directly related to their promotion at the workplace.

4. Introduce few points in the induction training framework:

 a) Some workers werent even aware of the kind of organization they were going to

work for. They were only told the work they were supposed to do. However we

feel that is very essential that a worker is well aware of the organization he is

going to work in. Therefore we would like to include this thing in their induction

training program.

b) Although this isnt a direct training need but building good relationship with the

student fraternity is very essential for the mess workers, therefore it is very

important that this is a part of their induction program so that they are well aware

of this point even before joining the organization.

Designing the Training Program for the Mess

Workers
After taking the interview of the mess workers, we realized there was a huge gap in terms of

the content and frequency of training given to them. In order to rectify the content part, we

designed an induction training program for mess workers joining the mess. On interviewing

the workers we came to know that each of the workers was being trained before coming to

join the mess. There was however one worker who said he wasnt given any training before

joining. This was one major gap. Also, the way the training was delivered was different for

each worker. Some were given lectures while some were shown videos. Some were given

safety training while some were only told orally about it. To fill this major gap we designed

an induction training program for Indigo so they could give common training to all the new

joiners and thus ensure that all the workers are on the same page.

Following is a 3 day induction program that we have designed:

 Day 1 Induction Training Program

Content to be Objectives Teaching/ Time Faculty Member Facilities Cost Incurred

delivered Achieved Training Required Required
Method
Interest Form 1 Instruction 9:00 am to Head Office Room NA
Filling + Creation of 10:30 am Manager or any Interest Rs 10*1
a Bank Account + (1.5 hours) of his staff Forms
Creation of member + Bank Bank NA
Aadhaar Card Officer Documents Rs 10*5
Pens
About the 1, 4a Lecture 10:30 am to Head Office Room NA
Organization 11:30 am (1 Manager Trainer Refer Points to
Indigo hour) Note
Break: 11:30 am to 11:45 am (15 minutes)
About the 1, 4a Lecture 11:45 am to Mess Overall Room NA
Organization 12:45 pm (1 Manager, Mr Trainer Refer Points to
Mess (Suchana hour) Shailesh Mishra Note
Bhawan/ Khelgaon/
Cafetaria)
Questions and 1 Discussion 12:24 pm to Head Office Room NA
Answers/ Queries 1:00 pm (15 Manager + Mess Trainers NA
Session minutes) Overall Manager (2)

Lunch Break: 1:00 pm to 2:00 pm (1 hour)

Behavioural + Soft 1, 4b Lecture 2:00 pm to Mess Overall Room NA
Skills Training + +Discussion 3:30 pm (1 Manager Trainer Refer Points to
Q/A hour 30 Note
minutes)
Break: 3:30 pm to 3:45 pm (15 minutes)
Assign tasks as per 1 Instruction 3:45 pm to Head Office Room NA
the interest form 5:00 pm (1 Manager Trainer NA
filled in the 1st half hour 15
minutes)
 Day 2 Induction Training Program
Content to be Objectives Teaching/ Time Faculty Facilities Cost
delivered Achieved Training Required Members Required Incurred
Method
Full course meal 1, 2 Demonstration 9 AM to 2 Overall Kitchen set- NA
preparation taking PM Mess up
care of cleanliness Manager + Utensils NA
and hygiene as on Cook Raw food Rs 2000
job (for 10 people) Manager + items as per
Assistant meal
Cook requirement
+ Gas Fuel
Refer Points
Trainers (2)
to Note
Lunch : 2 PM to 3 PM (1 hour)
Hygiene 1, 2 Lecture + 3 PM to 5 Head office Vegetable Rs. 400*1
maintenance + Demonstration PM manager + cleaning kit
Cleanliness Overall Non-veg Rs. 500*1
(knowledge of Manager cleaning kit
cleaning agents) + Trainers (2) Refer Points
Self-maintenance to Note
(grooming, shaving)
 Day 3 Induction Training Program
Content to be delivered Objectives Teaching/ Time Faculty Facilities Cost
Achieved Training Required Member Required Incurred
Method
Health and Safety Awareness 1, 2 Instruction + 9:00 am to Overall Room NA
Training (Fire Extinguisher + Demonstration 10:30 am Mess Trainers
First Aid in case of burns, (1.5 hours) Manager + (Overall Refer Points
cuts etc.) Health and Mess to Note
Safety Manager +
Advisor + Health and Rs 1000 per
Medical Safety session
Advisor +
Officer
Medical
Rs 1000 per
Officer)
session
Break: 10:30 am to 10:45 am (15 minutes)
Health and Safety Awareness 1 Instruction 10:45 am Overall Room NA
Training (safety on job to 12:15 Mess Trainer Refer Points
during cutting/ chopping + pm (1 Manager to Note
No smoking/ drinking while hour)
on job + wearing proper
clothing like gloves, shoes,
keeping fingernails trimmed
etc. for personal
safeguarding)
Break: 12:15 pm to 12:30 pm (15 minutes)
About the Employee Benefits 1 Lecture 12:30 pm Head Room NA
and the Reporting Level to 1:30 pm Office Trainers (2) Refer Points
(1 hour) Manager + to Note
Overall
Mess
Manager,
Mr
Shailesh
Mishra
Lunch Break: 1:30 pm to 2:30 pm (1 hour)
Briefing about the 1 Discussion 2:30 pm to Overall Mess NA
accommodation (allocating 5:00 pm Mess Trainers (2) Refer Points
rooms) + kitchen set up (show (2.5 hours) Manager, to Note
the work area) +introduce to Mr
other staff members for Shailesh
proper coordination Mishra +
Cook
 Manager

Important Points to Note:

We have taken the assumption that the people being trained at a time are ten. This point

has been assumed to calculate the number and cost of forms, pens and raw food items for

a full course meal.

In the interest form, a worker would be asked 2 questions:

1. Where have they previously worked? OR What have they previously done?

This question will be asked to gauge their level of expertise in the field of cooking.

Some may have worked as drivers before, so they will be considered novice during the

training and most probably, will be assigned the task of cutting while on the other hand

if a person has 4-5 years of experience in cooking then he will be considered an expert

during the training and will most probably be assigned the task of cooking.

2. What is your area of interest?

Here they would be given the following options: cutting, preparing rice, preparing rotis,

cooking dal, cooking vegetables, cooking non-veg items. This question is asked to

gauge their area of interest. For example, in case any conflict arises regarding assigning

the tasks to two individuals then their preference will be given the priority. If they have

the same preference then they will be assigned the tasks randomly.

The Head Office Manager, the Overall Mess Manager and the Cook Manager will be paid

Rs 2000, Rs 1000 and Rs 800 respectively during the entire course of the training

program on the basis of the salaries they draw from the organization. The overall mess

and the cook manager draw the same salaries but given that the cook manager would be

coming only on Day 2 therefore we will be paying him a little less.

During the soft skills training they will be given basic training in English usage since

students from different parts of India study in IIM Ranchi. At the end of the training,
 there will be a distribution of picture pamphlets that will contain all the common English

words (e.g. different type of cutlery) that will be helpful for them in interacting with the

students of IIM Ranchi.

We are preparing a full course meal during the course of a training program just to give

them an idea about how they have to cook while on job, starting from using cleaning

agents to clean the raw food items, to chopping them well, to finally cooking them taking

care of hygiene as well as safety in the kitchen environment. This would be the minimum

level of performance expected from them and it also expected that they improve more

through on-the-job training.

Manager will inform the workers about their respective supervisors whom they have to

report to daily. He will also brief them about various employee benefits which includes:

1. Salary Structure

2. Bonus

3. Rewards given to workers like Best Performer of the Month

4. Number of leaves allowed, paid leaves etc.

5. Medical/ Insurance policy

6. Resignation policy

This common induction training program will thus ensure that all the new workers joining the

organization are on the same page. Now in order to fill these gaps for the old employees, we

propose that hygiene, health and safety training be given to all of them because these are the

only things that they cannot learn on the job. They need special assistance to be fully aware

of the things in this area. Also all these things should be taught to them via demonstration

only.
After the training is imparted, care must be taken that the learning gets reflected on their job.

From the discussion with the Overall Mess Manager, we can say that he has always been very

encouraging for his workers who have learnt new things. Besides the training program we

have designed is directly related to the actual work they will be doing therefore a proper

transfer of knowledge will happen on job. However the work doesnt end here. We need to

ensure there are proper checks in place and further trainings take place at a regular point of

time. This is because of a very important reason. Most of the learning for these workers

happens through on-the-job training. Therefore in order to point out errors, we need to

regularly instruct them about the good practises of doing their job.

This thing is in place for these workers however the frequency is not fixed. Some workers

have taken 4 trainings in 2 years while some havent been called again in years! From our

discussion with the overall mess manager, we came to know that such training happens only

if the manager deems fit, which is a good thing. However, we still want a formal structure in

place as they are not knowledge workers and constant reminders will help them improve their

job performance. For e.g. proper clothing are being provided to these workers however they

dont usually wear it all the same which is a big gap as it may prove detrimental to their

safety. Therefore to ensure that no such thing happens, we propose that training takes place

after every 6 months or upon the discretion of the manager, whichever is earlier, so that they

are constantly reminded of the good practises at the workplace. After 2 years this training can

happen after an interval of a year. During this training they will also be taught a new cuisine

as this directly affects their promotions and thus will help in achieving objective number

three.
Evaluating the Training Program
In order to evaluate if proper training transfer has taken place or not, we need to observe the

workers.

Currently a training officer visits the mess every 4-5 weeks. He can do a surprise check to

see if proper hygiene, health and safety measures are being incorporated or not and how

well they are being incorporated. He can do this via a checklist form. Below we have

created a sample form that includes all the hygeine, health and safety related issues. He

can rate the workers on the basis of these measures. This feedback should be incorporated

by the workers and be checked in the next cycle.measure on scale on 7.

Measures Very Poor Needs Average Good Excellent

Improvement

Clean

Kitchen

(shelf, stove,

cupboards)

Well

groomed

workers

(wearing

cap, gloves

and shoes)

Safety on

job during
 cutting

Proper

cleaning of

food

(vegetables,

rice etc.)

Maintenance

of first aid

box

Quality and

taste of food

(optimum

usage of

masalas in

food, shape

of roti,

uncooked

vegetable/

roti etc.)

In order to check workers behaviour on job, we can get feedback from the Overall Mess

Manager, Cook Manager, co-workers and the students of IIM Ranchi. Some of the

qualities workers must possess are :

1. Positive attitude towards job

 2. Eagerness to learn

3. Ability to work with people

4. Dedication to quality

5. Commitment

6. Patience

Workers showing bad behaviour should be given a warning. During this warning, the Overall

Mess Manager should document the instances of bad behaviour of the worker and then

schedule a meeting with the worker to discuss documented incidences of bad behaviour. If

the worker still doesn't improve then the overall mess manager should send the worker to the

head office for the training that will focus on improving his behavioural skills. If the worker

still doesn't improve then the worker should be terminated from the job.

In order to check if they are cooking healthy and tasty food we can take feedback from

students. One thing to note here is that such a system is already in place; however we can

improve it to ensure more number of responses. To generate more responses, we can give

incentives to students so that they are motivated to fill the feedback form. Supervisor can

evaluate the food prepared. He can then schedule the meeting to discuss with the workers

about the same and suggest any improvement if needed. He can also reward employees

for their good cooking skills like free food coupons for couple of days, best cook of the

month etc.

In order to check if they are learning new cuisines, the Students Facilities Committee can

keep a check while they frame a new menu. They can introduce new items on the menu

and thus evaluate their cooking skills. They can float a form among students to get their

feedback about a particular cuisine and also to know what all items should be added and

deleted from the menu. This will thus help us to know if the newly added items are

prepared well or not.

References: Primary Data

Questionnaire

We used the following set of questions to interview the employees of Indigo:

How long have you been part of the organization?

How long have you been doing the cooking work?

Were you provided any form of training before joining the organization?

What was the frequency of this training?

Were you provided health and safety training before joining the organization?

What was the mode through which you were given this training?

Have you been provided with all the necessary safety tools?

What are the exact tasks that you perform?

What is the one thing you like and dislike about your work?

What are the essential things you think will help you grow up the ladder?

Were you briefed about your work and organization before joining it?

What are the various problems that you have faced while working in the organization?

Have you been awarded employee of the month award? If yes, then how many

number of times?

What are the various parameters on which you were evaluated for this awarded?

Interview Summary

1. Rajesh Bawri

Background

He has been working in the Khelgaon hostel mess since the inception of IIM Ranchi.

Interview Takeaways
 He was provided one-time training (of 3 to 4 days) before joining the place.

Henceforth he has not been given any formal training which is a huge gap. All that he

has been doing is through what he has learnt on the job.

The thing he likes about his work is cooking, quality checking and guiding his peers.

Also he likes it when he has to prepare a variety of dishes.

He showed a reluctance to grow. When asked if he wanted to become the supervisor,

he said he likes his job to be simple and easy-going. So he would rather prefer stay in

the same position than become a supervisor and get into complicated work.

During the entire interview, the one prominent thing that we noted was that till date

there is no engagement activity in place for the mess workers due to which they find

everyday task a bit monotonous and dull.

His major concern was language and thus we identified a gap here.

2. Manoj De

Background

He joined Indigo on 25th Feb 2009 and has been working in Khelgaon hostel mess for the last

four months.

Interview Takeaways

Through his interview, we could infer that he possesses good leadership values. He

prefers to lead the team and help all his colleagues whenever required.

Throughout his stint at Indigo, he has undergone around 5-6 trainings.

One such training that he underwent was the hygiene training. The mode of the

training was oral and videos. He feels that they have not been able to keep their

kitchen very clean because of major space crunch.

He has an inclination to learn new recipes.

He takes care of cost and budgeting as well.

 3. Ajit Kumar

Background

He has joined Indigo 20 days back and has joined Khelgaon mess hostel immediately after

his training.

Interview Takeaways

He used to work as a cook somewhere else but joined Indigo because he got his

preferred location. He was referred by his friends at Indigo.

He does cutting, cooking rice and dal.

He was only given oral training and wasnt demonstrated anything.

The thing he likes about his work is preparing rotis. On the contrary the thing that he

doesnt like much to do is cleaning chicken.

He is very passionate about growing and is open to learning any kind of work to

secure the promotion. He wants to learn to prepare Chinese cuisine and various other

recipes for the same.

4. Mahavir Munda

Background

He joined Indigo four months back and right after his training he started working at Khelgaon

hostel mess.

Interview Takeaways

He joined this organization because of his location preferences.

In this short duration of time, he had an opportunity to get four different types of

trainings namely: cleaning, safety (only oral), preparing vegetables and preparing

rotis.

When we asked him in detail about the safety training, we found out that he has not

been provided gloves by the organization.

 5. Sandeep Munda

Background

He joined Indigo four months back and right after his training he started working at Khelgaon

hostel mess.

Interview Takeaways

He used to work as a driver before.

Till date, he has been provided with two trainings: cutting vegetables and preparing

rice.

He seems to be pretty contended with his job and has no complaint as such.

6. Benu Charan Maity

Background

He joined this organization 15 days back. He works at Suchana Bhawan college mess.

Interview Takeaways

Before joining Indigo, he was a cook by profession.

He did not receive any form of training before joining the organization. All that he has

been doing is because of what he has learnt in his previous organization. He wasnt

even briefed about the kind of place he was to work before. This is definitely a huge

gap to his induction to the firm.

He is passionate to grow in the organization. He wants to learn new cuisines like

Chinese etc.

7. Samal Mondal

Background

He has joined the organization four months back.

Interview Takeaways
 Before getting on-boarded to the team, he was provided with a training of 3 days at

the Indigo office. He had been provided with two training as follows:

Hygiene training where he was taught how to wipe the floor. (Mode of training Oral

and video based on computer)

Safety training (Mode of training video based on computer)

Although he had received training in safety measures, but when we asked him about

first aid and other related information, we got to know no such topics was covered in

the training he received. So this was a major gap we noticed.

Here at IIM Ranchi service area, he is entitled to cutting vegetables, but he wasnt

given any training on that. So this was another gap we came up with.