Building Franchisee Experience for Impact in Training Development
The client is is the world’s largest restaurant chain by revenue, serving over 69 million customers daily in over 100 countries and is best known for its hamburgers, cheeseburgers and french fries. The company runs a corporate university that has trained more than 80,000 restaurant managers, mid-managers and owner/operators.
While restaurant employees receive over 32 hours of training in their first month, efficiency development on-the-job was identified to be the top challenge in an internal skill assessment. Reasons?
- Scope of franchisee training often remained limited to each employee
- Demanding job schedules allowed no time for upskilling
- Transfer of expertise between peers was below the line
- Absence of a replicable and scalable model of training development
Our Solution- Translating Franchisee Experience to Training Development
We worked with the client team to design a Experience to Competency map. This started with analyzing the franchisee training curriculum of the 32 hours long training delivered by the corporate university. The university’s program objectives were laid out. These franchisee level goals were used as benchmarks to evaluate the skill levels of restaurant employees at a global scale. The goal was to:
- leverage experience and expertise of franchisees
- develop a wealth of best practices
- enhance training to be more relevant for store operations
- value franchisees for impact in training development
We developed a training program that included learning at four levels.
Level 1: History and culture- training store employees of the corporate philosophy and passion
Level 2: Fun with company’s trivia- Lighten up trivia and win prizes
Level 3: Meet the crew- Meet the star employees and learn how it worked for them
Level 4: Create your menu- Select learning paths and start learning