alan lovelace director of human resources rpm pizza llc september 2008
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Alan Lovelace Director of Human Resources RPM Pizza LLC September 2008. Team Member Training Program. Online training: Web-hosted through Sysdine Easily Customizable Content More Knowledgeable and Confident Team Members. “New Team Members can support operations from Day 1.”. Content on. - PowerPoint PPT PresentationTRANSCRIPT
Alan Lovelace
Director of Human Resources
RPM Pizza LLCSeptember 2008
Online training:
○ Web-hosted through Sysdine
○ Easily Customizable Content
○ More Knowledgeable and Confident Team Members
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Team Member Training Program
“New Team Members can support operations from Day 1.”
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Content on
○ Security and Integrity Measures
– Username/Password accessible
– Hierarchical structure
– Tracks Team Member usage and results• Allows for optional at home usage
○ Course Development & Management
– Courses can be made with PowerPoint
– Upload custom courses to website
– Easy to manage version control• Update once (unlike CD versions)
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Content on
○ Course Structure:
– Tutorial
– Review
– Exam
– Hands on Training
– Position Observation Checklist ( for Certifications)
– Date that the tutorial was completed
– Date that the exam was completed
– Date that the Certification was completed
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Web-Hosted by
○ New User Administration– Assign Log In and
enter personal information
– Assign Job
– Course Assignment• Automatically based
on Job, or
• Manually
○ Team Member is ready for training– Will only let you take
them in order
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Training Tracks by Job
NTO
Itemization
Hospitality
Labeling & Packaging
Advance Hospitality
Ordertaking
CSR TrainingCSR Training
CSR Certification
Additional CSR Training
$0.10 - Dough
$0.05 - Sauce/Cost & Oven
$0.05 - Prep & Clean/Sanitize
NTO
Itemization
Hospitality
Labeling & Packaging
Advance Hospitality
Ordertaking
Driver TrainingDriver Training
Driver Certification
Additional Driver Training
Dough - $0.15
Sauce/Cost & Oven - $0.10
Prep & Clean/Sanitize - $0.10
CSR Certification - $0.10
Driver Safety and Training
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Training Program Checklist
○ Tasks broke down by:– Job– Day– Hour
o Working Independently– CSRs on Day 3– Drivers on Day 4
○ Position Certification– Position Observation
Checklist complete within 4 weeks of Day 1.
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Training and Coaching
○ Training Managers vary depending on the store’s needs:– Driver Team Leader– CSR Team Leader– Assistant Managers– Managers
○ Train the Trainer– Training and Coaching Course
• Teaches difference in Training and Coaching
• Teaches why Coaching is critical in this process
• Tutorial, Review, and Exam
• Certification
Questions on Team Member Training Program?
Resources
○ Operational Sharing from RPM Pizza, LLC
– Guidelines for New Team Member Training in Sysdine
– POCs for CSR and Driver
○ www.sysdine.com Company that hosts our e-learning solutions
○ www.articulate.com/rapid-elearning/ Tips on making e-learning courses
○ Non-Designer's Design Book, The (3rd Edition) (Paperback) by Robin Williams (Author) Quick study for powerful design techniques
3 Prong Approach to Labor:
○ Labor Scheduler
○ Vital Signs
○ Labor Variance Report
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Pulse Labor Manager
“Use the tools. Use your experience. Focus on hours.”
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Labor Scheduler
Challenges and Solutions
○ Focus: Looking at Labor Hours not Percent
– Align incentives to the new Labor Hour paradigm
○ Tool: Using new (computer-based) tools
– Hands-on, high support training for tech-resistant GMs
○ Accuracy: Seasoned GMs who don’t agree with Pulse’s projections
– Show them how to change it, but follow up on outcomes.
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Vital Signs
○ Obstacles– Being able to read the tables– Understanding the time relationships– Confidence in accuracy of data
○ Solutions– Set a system-wide standard for Vital
Signs windows– Created training that explained each
window combined with an interpretation exercise
– Encouraged Team Member to use portions of windows that we know are correct
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Labor Variance Report
○ Needs– Knowledge
• How to get to report
• How to read report
• How to drill down on report
– Confidence
○ Solutions– Training at District Manager
Conference– Training at Manager’s
Conference• Explanations of processes
• Interactive assignment
Questions on Team Member Training Program?
Resources
○ Operational Sharing from RPM Pizza, LLC
– Pulse Labor Scheduler Training
• Labor Scheduler Breakout
• Vital Signs Breakout
• Labor Variance Report Breakout
○ Part of Team Member Training Program
○ Certifiers must be certified on Training and Coaching and on Driving
○ Takes place within 4 weeks after hire.
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Driver Certification
“All drivers can answer phones and deliver pizzas.”
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Driver Certification
○ Training Drivers (Hands-on):–Day 1-3: Itemize, Label & Package, Take
Orders–Day 4: Driver Training & Delivery– Interim: On-the-job experience–Week 4: Certification due within 4 weeks
○ Train the Trainer – 2 Certifications–Training and Coaching Certification
• Teaches difference in Training and Coaching and why coaching is critical
• Team Member must demonstrate skills
–Driver Certification• Teaches safety, quality checks, HTA, process, and
hospitality standards
• Team Member must demonstrate skills
Questions on Driver Certification?
Resources
○ Operation Sharing from RPM Pizza, LLC.
– Driver POC