DRIVING ADOPTION OF E-LEARNING THROUGH COMPLETION OPTIMIZATION

Jeff Tenut

“Get employees on the schedule faster and

performing better!”

COMPANY COMPETENCIES

H1 H2 H3 H4 K1 K2 K3 K4 TRN S1 S2 MIT AM1 AGM GM HOSPITALITY KITCHEN TRAINER SUPERVISOR MIT MANAGER to GM

IMPROVE EFFECTIVENESSMASTERY

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2.5

• Poor trainer• Bored store-trainer additions• Classroom over-kill• Tired training program• Sacred cow

• Company history• Food Safety, Workplace Safety• Skill Knowledge• Performance skills• Advanced training

THIS IS WHERE YOU HAVE INFLUENCE, And I’ll show you what that looks like!

Time

CONTENT ROINumber of restaurants 100

X # of employees taking course / year 10 1000

X Turnover 1.35 1350

X Rate per hour $8 $10,800

Divide by 60 to get cost per minute $180

X # of training minutes saved by course 120

Employee labor saved by new program $21,600

Trainer rate $9

Divide by 60 to get cost per minute $203

Trainer labor saved by new program $24,300

Total labor saved $45,900

learn faster and perform better

IMPACTFUL CONTENT VALUE

1. Rebuild: Start anew, don’t use existing programs Reduce unnecessary content: “Sacred Cows” and “Nice to Know”

2. Choose content with the largest audiences Will one course work for more than one skill position

3. Focus on competencies done 80-90% of day! Avoid: opening/closing duties, side-work, teamwork, upselling, robbery…

4. Focus on competency topics the learner needs to: be Aware of, Memorize or Experience!

• Job aids? No need to memorize procedure • Exercises should match learning need

5. Train on the top 20% of menu items that represent 80% of your sales (Menu mix)

Training every item is labor intensive, the learner won’t retain it all. (focus on Combos 1-6, forget Molasses and biscuits)

6. Progressively build topics on each other Menu knowledge before POS, POS before steps of service

7. Simplify learning objectives and orientation No course objectives: Simply “Let’s make Fryer products!”Orientation: Focus on culture examples

IMPACT IN LMS VALUE

8. Have learner master one skill position at a time Mastery means you have a productive/schedulable employee

9. Provide a logical career path Learn cashier before drive-thru, Server before bartender

REDUCE LABOR INCREASE ADOPTION

learn faster and perform better

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Time

ROI: SCHEDUABLE EMPLOYEE

32

2 HANDS-ON TRAINING• Schedulable Threshold • Knowledge & Performance Mastery• Ready for the schedule

• Trainer

3 Advanced Training• Advanced LP (opening/closing, Upselling)• Checklist• Trainer or Co-worker

1 Competency Knowledge• Peak period competencies• Aware, Memorize, Experience• No trainer

1

• Guest Interaction• Dining Room: Clean and Reset Table, Clean Floor• Beverage Station: Stock and Clean• Bathrooms: Stock and Clean

COMPETENCIES

DINING ROOM LEARNING PROGRAM 42 - 50 Minutes

1. 15 min Course: Guest interaction, anticipate guest needs, guest satisfaction scores: a. Top 10-12 guest interactions (greeting, salutation and starting conversation, “pick the best thing to say”) b. Assist the guest, anticipate needs (photo quiz “what needs attention”)

2. 3 min Video: Dining room cleanliness floors, tables, windows and doorsa. 6 min Quiz: Dining Room photo quiz “what needs attention”

3. 3 min Video: Beverage station cleanliness and stockinga. 6 min Quiz: Beverage station prioritizing quiz, photo quiz “what needs attention”

4. 3 min Video: Bathroom cleanliness and stockinga. 6 min Quiz: Bathroom photo quiz, “click on what’s wrong”

5. Performance Checklist: Action items to do with and without the trainer (Continued)

DINING ROOM ATTENDENT LP

DINING ROOM LEARNING PROGRAM (Continued) 42 - 50 Minutes

5. Performance Checklist: Action items to do with and without the trainera. Tell, show, do (coach) action items with trainer (1 Shift)

1. Guest interaction and anticipating needs2. Clean Tables, floor, windows and doors3. Clean and stock the beverage station4. Clean and stock the Bathrooms

b. Actively scheduled in the position with others observing:1. For 2 shifts, talk to 10 different tables during 1 shift. Check for refills, if they need

anything 2. For 2 shift, correctly and quickly keep the dining room clean and organized3. For 2 shifts, work the Beverage Station without a guest running out of any drinks or

condiments4. For 2 shifts, do the 30-minute bathroom checks: Clean, restock and sweep/mop5. Get checked off for correctly doing opening and/or closing duties

DINING ROOM ATTENDENT LP

1. Quizzes online, more than paid for a company’s LMS costs. Eliminated cost of a trainer to issue, grade and review quiz results with a trainee. (Reduced 10-15 minutes of trainer labor per quiz)!

2. Paperless MIT manual.3. Sandwich building course to help trainee learn 17 sandwiches in 35 minutes:

a. taken by Sandwich Makers (assembly) b. taken by Cashier (product knowledge)

4. DL SDS 10 min course: Helped client choose our course over a free 35-minute course. Saved 25 minutes in labor per trainee. Easily paid for the course and save thousands of labor dollars.

5. Pizza Oven course: added 7-minute exercise on quality control for pizzas. Reduced waste by 50%.6. Assistant GM training program reduced GM promote failure from 65% to 35%. Also reduced manager attrition.7. Adding guest interaction dialogue to FOH employee training courses increased guest interaction to 100%. 8. Skill training: Full-Service Servers productive from 5-7 days to only 2-3 days9. All skill courses Include mini-solutions to top 10 Guest Service survey challenges.

DRIVING ADOPTION EXAMPLES

DISCOVERLINK SOLUTIONS DESIGN FUNDAMENTALS

IMPROVE EFFECTIVENESSMASTERY

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Time

2.5

• History: Examples of culture instead 5’• Course Objectives/Summary 7’• Need to know competencies (No Trainer) 20-30’• “Just-in-time” Food and Workplace safety 15-20’• Top 20% of the menu = 80% of the sales 20-30’ • Postpone advanced competencies 15-30’

1. Lean training2. Faster to competence3. Schedulable sooner

DRIVES ADOPTION

QUESTIONS?