How Yum! Brands Leverages Technology for Learning Success

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Using LMS and Meeting solutions from Saba, YUM! Brands, in partnership with their global brands KFC, Pizza Hut and Taco Bell, has successfully rolled out training technology and learning programs to thousands of employees around the globe.

YUM! Brands CLO Rob Lauber and YUM! Brands Director of Learning Technologies Mary Woolf share how they've enabled the business for success by improving employee retention, accelerating product training and boosting customer satisfaction by following a “transformation at work” approach.

Organizations may be global, but people are local. That's why launching a new operation in a new country—whether it's a localized product, service or restaurant franchise—requires the right mixture of speed, efficiency and understanding of what's important to specific GEOs.

But how does an organization headquartered in one country ensure employee success overseas? By providing access to standardized training and virtual learning tools that help transform the way people and companies work.

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How Yum! Brands Leverages Technology for Learning Success

  1. 1. LEARN HOW WE DID IT
  2. 2. Behind the Scenes of Yum! Brands’ Success: Our Learning Technologies Journey Rob Lauber, VP, Yum! University Mary Woolf, Director, Learning Technologies
  3. 3. Behind the Scenes of Yum! Brands Global Success Max Mihelich Associate Editor Chief Learning Officer Magazine #CLOwebinar
  4. 4. This Presentation Was Compiled By: Rob Lauber Vice President, Yum! University Yum! Brands, Inc. Mary Woolf Director of Learning Technologies YUM! University at YUM! Brands, Inc. #CLOwebinar
  5. 5. About Yum! Brands  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 5
  6. 6. 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
  7. 7. Our business challenge circa 2007
  8. 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? 8
  9. 9. We were behind the curve • Traditional • Paper Based • Leader led • Inconsistently delivered • Difficult to measure execution or impact • Tracked locally / manually 9
  10. 10. 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. 11. 2007 Management of Company Standards Job Aids Learning Aids Checklists Leader’s Guides Assessments Standards pages Native content typically resides in the possession of many individuals Workbooks Procedure Summaries Procedures Content is re-created to produce many different tools Videos Quizzes C.H.A.M.P.S. Check Forms 11
  12. 12. New Management of Company Standards System-wide / single-source learning content repository 12
  13. 13. 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
  14. 14. Significant benefits • • 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 • 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 As well as impact on turnover, time to market for products and customer satisfaction measures
  15. 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 15
  16. 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 16
  17. 17. 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. 18. Learning Zone At-a-Glance Centra (Virtual Classroom Tools) TestCraft (Assessment / Evaluations) Content created using SCORM Content created in AICC from the LCMS 18
  19. 19. Course completions 2013 1,400,000 1,200,000 1,081,522 1,037,635 828,935 400,000 598,444 516,339 338,728 1,038,225 603,299 526,057 449,575 690,002 588,433 432,225 525,944 469,116 418,984 691,419 749,712 661,207 561,691 483,807 758,057 2011 973,003 903,444 812,549 800,000 600,000 972,737 939,943 1,000,000 819,089 2012 1,150,458 694,077 617,836 522,768 499,678 505,146 491,651 297,373 200,000 0 January February March April May June July • 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 August September October November December
  20. 20. Make Winning Together a Big Idea through Course Reusability
  21. 21. Content. . . • 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 21
  22. 22. Our International Approach • XML / Flash Templates • Incredibly simple to localize • Being reused across the world • Dramatically accelerate the deployment • Reinforce consistency in approach and execution • “Instant capability” in emerging markets
  23. 23. Ops Training Continuum TRAINING RGM AREA COACH RGM SARGM ARGM TEAM MEMBER TEAM MEMBER TRAINER Team member Training SHIFT SUPERVISOR Leading a Shift Leading A Restaurant 1 Leading A Restaurant 2 leading Multiple Restaurants
  24. 24. Team Member Training – Back of the House 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 involv e 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. Day 2 Restaurant Basics Day 1 » » » » » » » » » » » » Day 3 RGM Welcome 30 min Orientation 50 min Training Ov erv iew 20 min Intro to Restaurant 20 min Intro Follow-up 10 min Food Saf ety 30 min Food Saf ety Walk-thru 10 min Health and Saf ety 50 min Health and Saf ety Walk-thru 10 min HWWT² 20 min Putting it all Together 10 min Check in 10 min Total 4 Hrs 30 Mins Key Milestones » » » » » » » » » » » 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 » » » » » » » » 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 1 Restaurant Basics must be completed in14 day s of hiring 4 Total Day 5-8 Coaching OJT / Practice / Job Aids Days Day Days 8 Trained in a primary job f unction within 30 day s » BOH Practice » Check in 3:50 hrs 10 min 4 Hrs » BOH Practice » Skills Assessment » Knowledge Assessment Total 2:30 hrs 60 min 30 min 16 Hrs E-Learning / Online Days X Cross trained in a secondary job f unction within X day s
  25. 25. Leading a Shift 3 2 1 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 Y our Team » Knowledge Check Back of the House Customer Area 120 30 60 20 15 60 30 20 » » » » » » » min min min min min min min min Direct Customer Serv ice Check on Satisf action Saf ety and Security Health & Saf ety Assessment Knowledge Check Check-in Lead the Customer Area 30 180 30 60 20 20 240 » » » » » » min min min min min min min 5 » Putting it all Together (Simulation) » Online Certif ication Assessment » On–the-Job Assessment 1 2 7 6 3 5 4 30 min 30 min 8 hours Point of Service The Office Certification » » » » » » » » » Crisis Management Intro to Inv entory CER Balanced Scorecard min Running Great Restaurants: DO Open and Shif t Change Knowledge Check Check In Open, Shif t Change, and Close 30 min 30 min 30 » » » » » » Speed with Serv ice Speed Checks Cash Control Knowledge Check Lead the Serv ice Area Lead the Dining Room (Dine-in Only) OJT / Practice / Job Aids* *This program is Learner-Led. All OJTs should be conducted 30 min 90 min 60 min 20 min 8 hours 8 hours My Team » » » » » HR Basics Local Practice Basics Knowledge Check Check-in Lead y our Team 30 55 20 10 240 min min min min min 60 min 30 min 30 min 20 min 10 min 32 hours This is your map to success! Audio / Video 30 min 60 min 30 min 20 min 40 min 8 hours 4 6 7 Direct Product Quality Food Saf ety Check Product Planning Knowledge Check Check-in Lead the BOH Coaching E-Learning / Online PREASSESSMENT Y ou must complete the Leading A Shif t preassessment bef ore beginning this program
  26. 26. Virtual Classrooms make a big system smaller • KFC launches • Capability building efforts begin via “bootcamps” • YRI uses for meetings • CEO uses for TPWY follow up • further added capacity for self-service meetings & collaboration • Usage expands to 25 countries 2008 2012 2010 2009 • 1st global webinar • Added telephony • International usage reaches 16 countries • Added capacity • 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 2011 2013 • Significant upgrade • Further integration with desktop tools and mobile devices
  27. 27. Additional benefits
  28. 28. 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 28
  29. 29. What’s next for Yum!
  30. 30. 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
  31. 31. 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!
  32. 32. Learn More Click to visit www.Saba.com www.saba.com

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