Learning Changes
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1 Learning Changes at Wendy’s: Our Evolution of Field-Based Training Coley O’Brien National Director of Operations Training Wendy’s International Topics • Fast Facts About Wendy’s • Historical Approach to Training • Evolving Approaches to Training • Prioritization of Training Strategies • E-Learning Strategy – Critical Decisions – Future State Needs • Demos and Examples • Q&A
Transcript of Learning Changes
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Learning Changes at Wendy’s: Our Evolutionof Field-Based Training
Coley O’BrienNational Director of Operations TrainingWendy’s International
Topics• Fast Facts About Wendy’s
• Historical Approach to Training
• Evolving Approaches to Training
• Prioritization of Training Strategies
• E-Learning Strategy– Critical Decisions
– Future State Needs
• Demos and Examples
• Q&A
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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
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Historical Approach to Training at Wendy’s
Positional Training in Restaurants
• Target Audience = Crew, Managers, Multi-Unit Operators, Corporate
• 4-Corner Training
Trainer Explains,Trainee Listens
Trainer Performs,Trainee Watches
Trainee Explains,Trainer Listens
Trainee Performs,Trainer Watches
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EXPLAIN
PERFORM
TRA
INE
E
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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
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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
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Prioritization of New Training Strategies
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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?
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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
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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 FeedbackStrategic Filter Technical Filter End-User FilterGenerate
Ideas
