Restaurant Training Guide by jqj20680

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									                                        Topics
                                        • Fast Facts About Wendy’s
                                        • Historical Approach to Training
                                        • Evolving Approaches to Training
Learning Changes at                     • Prioritization of Training Strategies

Wendy’s: Our Evolution                  • E-Learning Strategy
                                            – Critical Decisions
of Field-Based Training
                                            – Future State Needs
                                        • Demos and Examples

Coley O’Brien                            • Q&A

National Director of Operations Training
Wendy’s International



                                                                                  1
Fast Facts About Wendy’s and Training Team
                            Wendy’s Restaurants

                            • 6,600 restaurants

                            • 20% Corporate / 80% Franchise

                            • 50k employees / 200k employees

                            • North America, Canada, International

                            • Celebrating our 40th Anniversary


                            Corporate and Field Training Teams

                            • 7 Corporate Training Employees
                                – 2 Instructional Designers
                                – 1 E-Learning Developer
                                – 1 E-Learning Systems Specialist
                                – 2 Field Training Project Mgrs

                            • 50 Field Training Employees
                               – Majority have worked their way up
                                  through operations


                                                                     2
Historical Approach to Training at Wendy’s
Trainer Explains,    Trainee Explains,   Positional Training in Restaurants
Trainee Listens      Trainer Listens
                                         • Target Audience = Crew, Managers,
                                           Multi-Unit Operators, Corporate
               EXPLAIN                   • 4-Corner Training




              1     3
   TRAINER




                             TRAINEE
              2     4
             PERFORM
Trainer Performs,    Trainee Performs,
Trainee Watches      Trainer Watches
                                                                               3
Historical Approach to Training at Wendy’s
                             Positional Training in Restaurants

                             • Target Audience = Crew, Managers,
                               Multi-Unit Operators, Corporate

                             • 4-Corner Training

                             • Crew Training Guides

                             • DVDs

                             • Visual Training Aids

                             • New Product Training Kits

                             • Operations Manual


                             Manager Development Training

                             • Training Stores / 3-Phased Training

                             • Wendy’s Management Institute

                             • Initial Attempt at E-Learning 2005-06


                                                                       4
Evolving Approaches to Training at Wendy’s
                            Positional Training in Restaurants

                            • E-Learning

                            • 4-Corner Training

                            • Online Operations Knowledgebase


                            Manager Development Training

                            • Blended Solutions Approach




                                                                 5
Prioritization of New Training Strategies




                                            6
E-Learning Strategy: Critical Decisions


                              • Why E-Learning?

                              • What new hardware / infrastructure was
                                required in the restaurants?

                              • Did we need a formal LMS? LCMS?

                              • If yes, who should we partner with?

                              • What new internal and external resources
                                would be required?

                              • What would our methodology be for
                                developing courses?

                              • What new tools would we use?

                              • How would we approach testing and
                                implementation?




                                                                         7
E-Learning Strategy: Managing the Change
                            Challenges

                            • Establishing the Need and
                              Elevator Speech

                            • Explaining and Justifying the Cost

                            • Company and Franchise Dynamics

                            • Establishing the Infrastructure

                            • Restaurant Environment

                            • Target Audience Tech Experience

                            • Previous E-Learning Failure

                            • 40 Years of Perceived Training Success

                            • Experience of Internal Resources




                                                                       8
E-Learning Strategy: Managing the Change
                                                                   Critical Success Factors

                                                                   • Senior Leadership Support

                                                                   • Active and Engaged Steering Committee

                                                                   • Led by Operations (not IT, HRIS, HR)

                                                                   • Diverse Cross-Functional Team

                                                                   • Solid IT Partnership

                                                                   • Frequent and Structured Communication

                                                                   • Established and Maintained Clear
                                                                     Milestones, Timeframes and Expectations

                                                                   • Identified and Developed Change Agents

                                                                   • Sought Out Resistance

                                                                   • Executed and Delivered

                                                                   • Acted Upon Feedback
Strategic Filter   Generate   Technical Filter   End-User Filter
                    Ideas


                                                                                                            9
coley_obrien@wendys.com



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