Post on 20-Aug-2015
Behind the Scenes of Yum! Brands’ Success: Our Learning Technologies Journey
Rob Lauber, VP, Yum! University
Mary Woolf, Director, Learning Technologies
#CLOwebinar
Max Mihelich
Associate Editor
Chief Learning Officer Magazine
Behind the Scenes of Yum! Brands Global Success
#CLOwebinar
Rob Lauber
Vice President, Yum! University
Yum! Brands, Inc.
This Presentation Was Compiled By:
Mary Woolf
Director of Learning Technologies
YUM! University at YUM! Brands, Inc.
About Yum! Brands
5
We are the world’s largest restaurant company 40,000+ restaurants
120+ countries
1.5+ million employees in the system
We have five divisions
India
China
KFC
Pizza Hut
Taco Bell
Be the Defining Global Company that Feeds the World
People Culture: • Famous recognition culture where everyone counts. • People Capability First…..satisfied customers and profitability will follow. Build Dynamic and Vibrant Brands: • Operational Excellence is our foundation. • Customer Mania comes alive in every customers in every restaurant. A Company with a Huge Heart: • Truly care about the world and our impact. • Save lives with the World Food Programme
– Visit www.hungtertohope.com
8
How do we:
Drive greater accountability and visibility for the execution of training programs?
Step change learning and development to create engaging programs that deliver consistency and have “pull”?
Ensure that training efforts help the business grow?
Leverage technology to improve efficiency and reach?
Make sharing of knowledge more easily accessible to everyone?
9
We were behind the curve
• Inconsistently delivered
• Difficult to measure execution or impact
• Tracked locally / manually
• Traditional
• Leader led
• Paper Based
Our business challenge
To enable learning to be delivered into restaurants globally with greater consistency, speed, and efficiency.
To simplify the administrative side of accessing learning and sharing
knowledge at all levels
Brands are waiting for it and are frustrated with their inability to track
training and manage content efficiently
• Compliance demands create the need for efficiency in delivery and
tracking
• We are behind the curve: Competitors are already doing it on a global
scale
11
Leader’s Guides
Procedure Summaries
Standards pages
Procedures
Job Aids Learning Aids
Workbooks
Videos
Assessments
Quizzes
Checklists
C.H.A.M.P.S. Check
Forms
Native content typically resides in the possession of many individuals
Content is re-created to produce many different tools
2007 Management of Company Standards
Why focus on learning technologies?
The new infrastructure enables profound
changes:
What we deliver
How we deliver
Where we deliver
Global collaboration and re-use becomes a reality
Significant benefits
14
• From an online learning perspective: – Increase consistency of the training content delivered to employees – Time savings for everyone – Engage employees through interesting and interactive design – Reduced costs – Online testing and certification
• From a Learning management perspective:
– RGMs have increased visibility of reports, making it easier to manage their team’s training
• From a communications perspective: – Enhanced speed of communications – Fully interactive virtual meeting capability
• As well as impact on turnover, time to market for products and customer satisfaction
measures
15
Learning Technologies Objectives
• Single-point, one-system access to all formal learning activities
• Improved efficiencies and effectiveness in training and communication
• Improved access to up-to-date Company standards
• Accurate, real time data to track training activities down to Team Member level
16
Our Guiding Principles
• Leverage the scale of Yum! to enable lowest aggregate investment possible.
• Provide a one-system global solution.
• Enable brand differentiation in approach, content and look and feel.
• Adapt to Market priorities when rolling out
Journey Overview
2008
• Paper-based training materials
• Binders of information in manager offices
2009
• Low sophisticated e learning modules
• Online standards
2010
• Improved sophistication of e learning modules
• Beginning use of virtual classrooms
2011
• Streamlining of training in stores
• Shift toward performance support concept
2012
• Focus on blended “learning tools” – social/portal
• Introduction of video streaming tools
• Providing impactful/ less costly elearning
18
Learning Zone At-a-Glance
Centra (Virtual Classroom Tools)
TestCraft (Assessment / Evaluations)
Content created in AICC from the LCMS
Content created using SCORM
Course completions
819,089 828,935
1,081,522 1,037,635
939,943
588,433
812,549
972,737 903,444
1,038,225
1,150,458
973,003
516,339 526,057 598,444 603,299
525,944
690,002 691,419 661,207
749,712 758,057 694,077
617,836
338,728 297,373
449,575 432,225 469,116
418,984 483,807
561,691 522,768 499,678 505,146 491,651
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
January February March April May June July August September October November December
2013
2012
2011
• 30,000 Restaurants connected to one LMS • 23.5M courses completed since 2010 • 30,500 courses per day, 21 courses per minute • Best year ever in 2013, averaging nearly 1M course completions per month
• Minimal certifications – Food Safety
• Hundreds of Curriculum – New Hire/Onboarding
Training – Incumbent Training – Leadership Development – Culture
• Thousands of Courses – New Product Training – Technical skills – Functional Leadership
• HR • Finance • Operations
Content. . .
21
• XML / Flash Templates
• Incredibly simple to localize
• Being reused across the world
Our International Approach
• Dramatically accelerate the deployment
• Reinforce consistency in approach and execution
• “Instant capability” in emerging markets
TEAM MEMBER
SHIFT SUPERVISOR
ARGM
RGM
AREA COACH
TRAINING RGM
TEAM MEMBER TRAINER
Ops Training Continuum
SARGM
Leading a
Shift
Leading A
Restaurant 1
Leading A
Restaurant 2
leading
Multiple
Restaurants
Team member
Training
Day
1
Restaurant Basics
» RGM Welcome
» Orientation
» Training Ov erv iew
» Intro to Restaurant
» Intro Follow-up
» Food Saf ety
» Food Saf ety Walk-thru
» Health and Saf ety
» Health and Saf ety Walk-thru
» HWWT²
» Putting it all Together
» Check in
Total
30 min
50 min
20 min
20 min
10 min
30 min
10 min
50 min
10 min
20 min
10 min
10 min
4 Hrs 30 Mins
Day
2 » Welcome
» Menu Introduction
» Menu Knowledge
» Walk-thru BOH
» Food Saf ety (Chicken)
» Food Saf ety (Chicken) Observ ation
» Breading and Racking
» Cook Practice
» Chicken Mastery Quality
» Cook Practice
» Check in
Total
5 min
15 min
30 min
20 min
10 min
10 min
30 min
50 min
15 min
45 min
10 min
4 Hrs
Day
4
» BOH Practice
» Check in
Total
3:50 hrs
10 min
4 Hrs
Day
3 » Welcome
» Oil Management
» Oil Management Demonstration
» Def rost Procedures
» Cook Practice
» Check in
» Cook Practice
» Check in
Total
5 min
15 min
15 min
10 min
90 min
10 min
85 min
10 min
4 Hrs
Day
5-8 » BOH Practice
» Skills Assessment
» Knowledge Assessment
Total
2:30 hrs
60 min
30 min
16 Hrs
At KFC w e want to make sure you succeed in your role and you have FUN doing it! Training is a very important
part of your work experience and starts from the moment you w alk in the door of our restaurant. Not only w ill you
learn important skills to help you perform your job, but you w ill also build know-how in teamw ork, communication and
leadership.
Your journey will involve everything from e-learning modules to hands-on experience and time with your trainer. Remember, your restaurant team is here to support you at any time in the process. Everyone w ants you to succeed!
Good luck and have fun as you start on your journey w ith KFC.
Team Member Training – Back of the House
OJT / Practice / Job Aids Coaching E-Learning / Online
Key Milestones Restaurant Basics must be
completed in14 day s of hiring
Days
1 Days
8 Trained in a primary job
f unction within 30 day s
Days
X Cross trained in a secondary
job f unction within X day s
It Starts
With ME!
» In the customer’s shoes
» Area Coach / Region Coach
Welcome
» Orientation
» Introduction to Leading a Shif t
» Intro to Running Great Shif ts
» Success Routines
» Coaching Your Team
» Knowledge Check
120 min
30 min
60 min
20 min
15 min
60 min
30 min
20 min
Customer
Area
» Direct Customer Serv ice
» Check on Satisf action
» Saf ety and Security
» Health & Saf ety Assessment
» Knowledge Check
» Check-in
» Lead the Customer Area
30 min
180 min
30 min
60 min
20 min
20 min
240 min
» Crisis Management
» Intro to Inv entory
» CER
» Balanced Scorecard
» Running Great Restaurants: DO
» Open and Shif t Change
» Knowledge Check
» Check In
» Open, Shif t Change, and Close
30 min
30 min
30
min
60 min
30 min
30 min
20 min
10 min
32 hours
The
Office » Speed with Serv ice
» Speed Checks
» Cash Control
» Knowledge Check
» Lead the Serv ice Area
» Lead the Dining Room (Dine-in Only)
30 min
90 min
60 min
20 min
8 hours
8 hours
Point of
Service
» HR Basics
» Local Practice Basics
» Knowledge Check
» Check-in
» Lead y our Team
30 min
55 min
20 min
10 min
240 min
My
Team
Back of the House
» Direct Product Quality
» Food Saf ety Check
» Product Planning
» Knowledge Check
» Check-in
» Lead the BOH
30 min
60 min
30 min
20 min
40 min
8 hours
» Putting it all Together (Simulation)
» Online Certif ication Assessment
» On–the-Job Assessment
30 min
30 min
8 hours
Certification
Leading a Shift
This is your map to success! Audio / Video OJT / Practice / Job Aids* Coaching E-Learning / Online
You must complete the
Leading A Shif t pre-
assessment bef ore
beginning this program
PRE- ASSESSMENT
1
2 3
4 5
6 7
1 2 3
4 5 6 7
*This program is Learner-Led. All OJTs should be conducted
2008 2010
2009
• KFC launches • Capability building efforts
begin via “bootcamps” • YRI uses for meetings
• 1st global webinar • Added telephony • International usage reaches 16
countries • Added capacity
• CEO uses for TPWY follow up • further added capacity for self-service
meetings & collaboration • Usage expands to 25 countries
Virtual Classrooms make a big system smaller
2011
2012
• CEO uses for quarterly all system meetings
• 15,000+ sessions held • Monthly sessions with more than 450
users commonplace • Participants in more than 75 countries
2013 • Significant upgrade • Further integration with
desktop tools and mobile devices
Benefits
• Implementing these technologies…
– Created a global collaboration effort - we are no longer working in silos
– Developed people in the Learning & development space
– Is supporting our goal of becoming an employer of choice in many countries
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Our Future!
• Complete roll out of Learning Zone to remaining
international markets.
• Design and develop global programs to support
continuous employee growth and development.
• Leverage technology developments to
integrate key systems and drive continued
business growth.
• Understand how social and mobile learning
can be integrated as part of our blended
solutions
5 years from now
Employees will celebrate completion of
Accredited training and development programs
Learning and Development programs will
support local and international career
opportunities
Blended Learning solutions will support
continued global business growth
Delivering time and cost savings
Where will technology advancements take the
possibilities of Learning and Development…we will
see!
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