3

Ilitch Holdings, Inc

Movie Theatres Training Project
Plan Scope and Objectives

P - Prime Performance Partners

Project Background
Ilitch Holdings Inc.- Movie Theatres is an organization with three movie theatre
complexes located in Birmingham and Detroit Michigan. The Theatres have an end-of-year busy
period and needs to have new hires and current employees trained to meet employee standards
and to perform the three different job positions of box office cashier, concession team member,
and usher team member with excellent customer service. Managers at each location need to be
trained to supervise the associates, manage special events, and provide excellent customer
service. The organization wants the Managers to be able to perform future employee training and
to be provided with all associate training materials.
Training is to take place at each location when the business is closed. Birmingham 8 has
20 associates and 2 managers, Palladium 12 has 60 associates and 2 managers, and Ren Cen has
12 associates and 1 manager. Manager Training is to be given before the associate training and
managers will participate in the associate training. All training is to completed by November 3,
2014.
Project Goal & Objectives
Project Goal: All employees will meet company employee standards. Associates will correctly
perform the duties of all three team job positions and special event activities while providing
excellent customer service. All managers will be able to effectively train and supervise
associates, provide excellent customer service, and manage all special events.
Project Objectives:
1.
2.

All employees will meet employee dress and behavior standards

All employees will know and correctly perform the elements of excellent

customer service
3.
All employees will be able to correctly perform food handling and safety
procedures
4.
All employee will be able to correctly maintain equipment and the building
5.
Associates will be able to correctly perform all three associate positions
6.
Associates will be able to correctly perform special event activities
7.
Managers will recognize and correctly perform associate supervisory duties
8.
Manager will be able to effectively manage special events
9.
Managers will be able to effectively train associates
Scope Objectives-PM Plan
Project Management-Smith

Ilitch Holdings, Inc

Movie Theatres Training Project
Plan Scope and Objectives
Performance Issues

P - Prime Performance Partners

Desired Performance

Interventions
MANAGER -Training

Managers do not know how

to perform their supervisory
duties.

Managers recognize and

perform their supervisory
duties.

Managers do not know how

to manage and execute
special events

Manager Tool:
Managers know how to manage Employee Observation Sheet
and execute special events
Job Aid:
Employee Training Guide.
Managers know how to
perform employee training

Manager do not know how to

train employees

Classroom Training: lecture,

demonstrations, and
Participant Guide.

ASSOCIATE -Training
Associates are not in
compliance with company
dress, behavior, and hygiene
standards.

Associates are in compliance

with company dress, behavior,
and hygiene standards

Job Aids:
- company standards for
dress, behavior, and hygiene
checklist

Associates do not provide

fast, friendly, and helpful
customer service.

Associates provide fast,

friendly, and helpful service to
customers.

Video: Customer Service

Training
Activity: Customer Service
Role Playing Activity
Orientation to Employee
Incentive Plan
Orientation to Customer
Incentive Plans

Associates do not know how

to efficiently perform all
team job positions.

Associates can efficiently

perform all team job positions:
usher, concession, ticket sales.

Classroom Session:
lecture, demonstrations, and
Participant Guide.

Associates do not know food

handling and safety
standards.

Associates can prepare food to

to all food handling and safety
standards.

Job Aids:
- usher job checklist
- concession job checklist
- concession maintenance
- box office job checklist

Scope Objectives-PM Plan

Project Management-Smith

Ilitch Holdings, Inc

Movie Theatres Training Project
Plan Scope and Objectives
Associates do not know how
to execute special events.
Associates know how to
execute special events

P - Prime Performance Partners

- special events checklist
On-Floor Session:
Activity: Job Performance
Simulation
Assessment:
Employee Observation Sheet
(Manager Tool)
INCENTIVE PROGRAMS

Employees are not motivated Employees are motivated to

to provide excellent customer provide excellent customer
service
service

Incentive Program: Employee

Excellence in Customer
Service

Customers participation in
employee feedback is limited
to negative situations.

Customers provide employee

satisfaction feedback in a
regular and easy to use
program

Incentive Progarm: Customer

Feedback Participation

Theatre sales are not

satisfactory.

Theatre sales are increased by

20%

Incentive Program: Customer

Marketing Plan

Product Scope
Materials being provided:
2 Manager Classroom Training Sessions - One location
Participant Guide: Manager Training
Instructor Guide: Manager Training
Manager Tool: Assessment: Job Performance Observation Sheet Template
Job Aid: Employee Training Handbook for Managers
2 Associate Classroom Training Sessions - Location Birmingham-8
2 Associate Classroom Training Sessions - Location Palladium-12
2 Association Classroom Training Sessions - Location Ren Cen 4
Participant Guide: Associate Training
Instructor Guide: Associate Training
Scope Objectives-PM Plan
Project Management-Smith

Ilitch Holdings, Inc

Movie Theatres Training Project
Plan Scope and Objectives
Job Aid: Employee Standards Checklist

P - Prime Performance Partners

Job Aid: Usher Checklist

Job Aid: Concession Position Checklist
Job Aid:: Concession Maintenance Checklist
Job Aid: Box Office Position Checklist
Job Aid: Special Events Checklist
Video for Customer Service Training (general, non-specific to Theatre).
Activity: Customer Service Role Playing
Activity: Job Performance simulation and assessment by supervisor in each of
three positions
Incentive Program: Employee Excellence in Customer Service
Incentive Program: Customer Feedback Participation
Incentive Program: Customer Marketing Plan
Project Scope
Training description copied over to the Material and Cost Estimating Worksheet
Training will consist of two different training focuses. The first training will focus on improving
the job performance and supervisory duties of the managers, and preparing them to execute the
new employee training in the future. The second training will focus on training employees to
recognize and follow food handling and safety, cleaning and maintenance, execution of team
positions, customer service principles, and compliance with dress and hygiene standards.
The manager training will be one three-hour class provided in two separate sessions to allow for
employee scheduling. Off-duty managers will meet at at the Palladium theatre in Birmingham
for paid training. Group 1 will meet on Tuesday morning from 8 am to 10 am. Group 2 will meet
on Wednesday morning from 8:00 am to 10:00 am. Managers will receive a guide detailing their
responsibilities, checklists to use when evaluating their employees performance, and an
instructor guide for delivering training to future new employees.
The associate training will be one one-and-one-half-hour class provided in two separate sessions
to allow for employee scheduling, occurring at each location. Employees not scheduled for the
evening shift on Friday night will attend the Saturday morning training from 8:30 am to 10:00
am and the remaining employees will not be scheduled for the Saturday night session to allow
for attending the Sunday morning training from 8:30 am to 10:00 am. There will be three 30minute sessions within each class focusing on 1) personal hygiene and present-ability, 2)
Scope Objectives-PM Plan
Project Management-Smith

Ilitch Holdings, Inc

P - Prime Performance Partners
Movie Theatres Training Project
Plan Scope and Objectives
customer service, and 3) cross training on job responsibilities with a special focus on food
handling and safety.
Birmingham 8 will have four associates in each training session; Ren Cen 4 will have six
associates in each session; and Palladium 12 will have 20 associates broken up into three groups
of 10, which will rotate to training stations covering the three main topics.
All associates will receive a participant guide detailing the responsibilities and expectations of
the usher, concession, and box office cashier positions, customer service tips, company policy on
hygiene and present-ability, principles on safe food handling, preparation, machine maintenance
and cleaning. Participants will also receive job aid checklists for the three positions, special
events and equipment maintenance.
To encourage adoption of the company standards, principles and increase the customer service,
the associates will be introduced to the companys new policy for customer satisfaction where
the associates are given the ability to offer freebies, comps and incentives to the customers.

PROJECT LIFECYCLE
Assess - Gather Information
Analyze Information
Design
Develop Materials
Implement
Evaluations and Recommendations
OUTSIDE PURCHASES
PROJECT EXCLUSIONS
PROJECT CHANGES
This section explains the work you will do to deliver the work products you described under
product scope.
Explain why and how you will use ADDIE, the project lifecycle to manage the
project.
Identify the outside purchases & the suppliers that are needed and explain why
they are needed.
Identify what will not be included in the project and why it will not be included.
Explain how the project scope might change and what you will do to address
those changes.
ASSUMPTIONS
The client will provide a conference room for each training location
Scope Objectives-PM Plan
Project Management-Smith

Ilitch Holdings, Inc

Movie Theatres Training Project
Plan Scope and Objectives

P - Prime Performance Partners

The client will provide a projector as well as screen for the training
The client will provide theater equipment that employees can be
trained on
The client will provide t

Scope Objectives-PM Plan

Project Management-Smith