MEMO

To: John Avella, Director of Training Department

From: Nichol Veles

Date: September 6, 2020

Re: Sustainable Hospitality Customer Service Training Plan

During the last meeting we discussed the possibility of making some adjustments to our
training or sticking with our current ISD ADDIE model. Due to the ever changing nature of
design we decided to take a look at some recent trends and reevaluate our objectives to
see if any immediate changes are requisite.

This was an enlightening task and while we have always been happy with the fact that ISD
is deeply rooted in behavioral psychology (Zemke, 2000) we do recognize that the ADDIE
model is a bit restrictive and time consuming. We have worked with the ADDIE model
because it includes the detailed steps to analyze, design, develop, implement, and evaluate
(Reiser & Dempsey, 2018), which has allowed us to create a strong universal foundation.
We look forward to future implementations of new guidelines, regulations, and regularly
added training.

While our experience has been a good one we did find a few concerns. One issue brought
up by the design team was the fact that ISD is systematic and utilitarian. While it may be so,
as we reevaluate our objectives we can step out of that somewhat linear and methodical
pace of things and move our focus on particular areas where goals need to be met in order
to continue to excel in the most efficient and effective manner.

Another issue that arose was that ISD evaluates at the end of the process and that is a
simple fix. We plan to implement evaluation at the end of each step of the process to ensure
that each domain is aligned and complete before we just go to the next module. This will
allow us to fix any issues as they arise and move on without having to double backwards to,
first, locate, then fix, any problems after we have been through the entire process.

Upon a thorough review of our current Training Plan I do recommend we continue to utilize
the ISD process for our training programs. ISD has been an instrument of success for us in
the past. ISD has continuously served our needs and with the various adjustments
mentioned above we should be able to take our same platform to the next level.

Gordon, J., Zemke, R. (2000). The Attack on ISD. Training, 42-53.

Reiser, R. A. & Dempsey, J. V. (2018). Trends and Issues in Instructional Design and
Technology (4th ed.). New York: Pearson