Yum! Brands: Saba Case Study

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Yum! Brands: Saba Case Study

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Yum! Brands, the world's largest restaurant company, is the umbrella organization for well-known quick-service restaurants including KFC, Pizza Hut and Taco Bell. Its 35,000 restaurants around the......

Yum! Brands, the world's largest restaurant company, is the umbrella organization for well-known quick-service restaurants including KFC, Pizza Hut and Taco Bell. Its 35,000 restaurants around the world are staffed by more than 1.2 million associates.

Enterprise Challenge: With a large global workforce and an annual employee turnover rate close to 100% in some regions, Yum! realized there was an opportunity to drive greater consistency in the way that the brands prepared employees to work safely and serve customers. Yum! knew it needed an enterprise-wide Learning Management System (LMS) that could meet very specific brand and franchise requirements.

Enterprise Solution: After weighing the options, Yum! chose Saba's Learning Suite, as well as Saba Centra (now Saba Meeting), a Web conferencing application, to help align and educate Yum!'s workforce. ƒThe results have been dramatic:

-Improved customer satisfaction as evidenced by a boost in hospitality scores
-ƒIncreased employee retention through the delivery of interactive and entertaining learning content at the restaurant level
-ƒƒƒƒEnhanced employee collaboration
-Reduced travel and telecommunications expenses through Web conferencing and Voice Over Internet Protocol (VoIP)

"With Saba Learning, our teams have an avenue through which to share content and a single way of delivering that content."
—Mary Woolf, Director of Learning Technologies, Yum! Brands

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  • 1. Case Study Yum! Brands Yum! Brands, the world‘s largest restaurant company, is the umbrella organization for well-known quick-service restaurants including KFC, Pizza Hut, and Taco Bell. Its 38,000 restaurants around the world are staffed by more than 1.5 million associates. It is a leader in international retail development, opening an average of four new restaurants outside the U.S. each day. Yum! is a highly franchised organization, with more than 85% of the restaurants owned by franchisees across the globe. Up until 2007, Yum!’s various brands did not have a unified global learning technologies system in place. Each brand designed, developed, and delivered training on its own. Tracking was managed by individual stores in Excel spreadsheets or handwritten notes to file. With a large global workforce and an annual employee turnover rate close to 100% in some regions, Yum! realized there was an opportunity to drive greater consistency in the way that the brands prepared employees to work safely and serve customers. Yum! determined that one way to achieve this goal would be to implement a unified learning technologies solution that would allow for online access to standards and would be focused on a consistently delivered curriculum for new hires. Making Way for Global Innovation Yum! knew that an enterprise-wide Learning Management System (LMS) was needed. However, Yum!’s future LMS had to meet very specific brand and franchise requirements. Yum! was looking for a provider that could not only handle the size of the business, but would also devote full attention to Yum!’s needs. Yum! also knew that the provider it chose had to offer an LMS that would be functional for two very different audiences: in-store team members and restaurant leaders. After weighing the options, Yum! chose Saba’s Learning Suite, as well as Saba’s web conferencing suite which includes Saba Classroom (virtual classroom solution), to help align and educate Yum!’s workforce. In 2007, Yum! began its journey and called it the Learning Zone. The Learning Zone uses Saba’s Learning Suite as its LMS backbone and Saba’s web conferencing suite for real-time communication, collaboration and virtual classroom needs, as well as other technologies to drive learning and knowledge transfer for a vast array of users. Yum! Brands Chooses Saba to Deliver Standardized Learning and Training to Hundreds of Thousands of Restaurant Employees Worldwide Industry Retail and Food Services Challenge To provide consistent training and access to restaurant policies and procedures and to track employee success by providing standardized training and learning tools across more than 1.5 million employees at more than 38,000 restaurants in more than 120 countries. Benefits ƒƒ Improved customer satisfaction as evidenced by a boost in hospitality scores ƒƒ Increased employee retention through the delivery of interactive and entertaining learning content at the restaurant level ƒƒ Accelerated new product training time, while cutting costs, by eliminating printing and shipping of training materials ƒƒ Enhanced employee collaboration and reduced travel and telecommunications expenses through Web conferencing and Voice Over Internet Protocol (VoIP) Solutions ƒƒ Saba Learning, Learning Management Solution ƒƒ Saba Classroom, Virtual Classroom Solution ƒƒ Saba Meeting, Video and Web Conferencing Solution “This solution also allows us to provide accessibility and navigation in 14 languages today, with that number increasing to 20 by the end of 2012. ” Mary Woolf Director of Learning Technologies Yum! Brands
  • 2. Case Study n Yum! Brands 2 Committee composed of leaders from the various global brands. This committee meets monthly to discuss important learning and system topics. All changes, additions, and comments about the LMS go through this group. Therefore, when Yum! received feedback that the system was too difficult for restaurant teams to use, the Steering Committee went into action and asked restaurant users to collaborate on changes that they thought were needed to make the system more user-friendly. One of the changes needed was to limit the amount of steps a restaurant manager took to enroll someone in training. To accomplish this, they chose to automate most of the learning enrollment process by using Saba’s prescriptive rule engine, a powerful “push technology” that can be used to automatically push assignments to users based on employee profile information. In Yum!’s case, the Saba system would enroll an employee in the most appropriate learning activities based on his or her role, location, and brand. As a result, an employee had a much more simplified process to go through in order to access their training. Soon, demand for Saba Learning across Yum!’s various brands began to rise. Over a period of 24 months, other brands came on board and the company moved its entire Yum! University curriculum (which included Finance, Human Resources, The Saba platform is the first global Web-based solution for the company. By putting a single global system in place, Yum! was able to work to meet cost requirements while still maintaining unique branding and flexibility for each of its restaurant chains. This uniqueness was achieved by enabling each Yum! brand to add and manage its own content and branding in the Learning Zone, matching the colors and themes used in individual brand’s marketing and advertising (for example, purple for Taco Bell, red for KFC) to reinforce brand identity. “The Learning Zone with its Saba platform is a breakthrough program for Yum! and is meeting our needs by allowing us to deliver consistent training within our multiple brands and multiple countries,” said Mary Woolf, director of learning technologies at Yum! Brands. “This solution also allows us to provide accessibility and navigation in 14 languages today, with that number increasing to 20 by the end of 2012.” Blueprint for Global Online Learning Deployment Yum!’s top objective for the Learning Zone was to reach each of its 1 million-plus employees, 90% of whom work in the restaurants. However, the Yum! Learning Team knew that this new system would take some adjustment. “We knew going in that we would be met with some challenges. Using Saba Learning is a new way of doing training and required a lot of know-how building and a full transformation to our training content,” explained Woolf. “Additionally, the restaurants were not all ready for Web-based applications, with some having limited Internet connectivity and old equipment. Whereas Saba’s solutions are able to handle a wide array of client devices and work in bandwidth-constrained environments, the training we wished to develop required strong connections and newer, faster equipment. With Brand IT support, we created minimal guidelines around content development and workstation requirements and continue to work through upgrading our technology in the stores.” Yum!’s implementation began with a select group of restaurants under one brand, offering Web-based modules, on-the-job checklists, and online assessments via Saba Learning. By focusing on one brand initially, Yum!’s Learning team could configure the system to meet the needs of the learners. As the system began a global rollout, it was clear to Yum! that a broader committee was needed to focus on planning, decisions, and best practices. Yum! created a Site Steering “As of April 2011, we have had over 3.7 million course completions, averaging over 12,000 per day, or 8 per minute. With new brands and markets coming online, and existing brands and markets driving even greater execution, we expect our numbers to continue to rise. ” Mary Woolf Director of Learning Technologies Yum! Brands
  • 3. 3 costs of long distance communications. Without the cost barrier, these users are able to communicate with each other more frequently and can reach out to associates in other regions — with whom they previously would not have been able to share ideas and best practices. Choosing the Right Path Overall, Yum! Brands has benefited immensely from its partnership with Saba. More than 15,000 Yum! stores currently use Saba applications. Employees have completed around 3.7 million courses to date, with 12,000 completions happening each day and eight courses being completed every minute. As Yum! continues to use Saba Learning, Saba Classroom and Saba Meeting, it can only expect to see more business benefits. “Success to date has been really decided by the numbers: the number of stores rolled out, the number of course completions, really just getting it up and rolling and building the momentum. As we go into next year, success will be driven more by results and the impact on the business,” said Woolf. Woolf added, “I think the other thing that will continue to help us is how much Saba stays aligned to our needs. We are retail — we have pretty specific needs. Our needs are very different than pharmaceuticals or government or high tech. Saba has done a lot of work with us around how we can improve the product and make changes to make it easier for us to implement the solutions.” Leadership Development, and Culture) onto the Saba platform. Yum! also deployed online compliance courses and a new leadership development curriculum. “The momentum has been terrific,” said Woolf. “As of April 2011, we have had over 3.7 million course completions, averaging over 12,000 per day, or 8 per minute. With new brands and markets coming online, and existing brands and markets driving even greater execution, we expect our numbers to continue to rise.” Collaborating on Consistent, Interactive Content “We have seen an increase in content re-use, which is great considering the cost of creating content on a worldwide basis,” explained Woolf. “With Saba Learning, our teams have an avenue through which to share content and a single way of delivering that content.” Yum!’s efforts in simplifying its learning process and enabling widespread content sharing have paid off in user adoption. “Learners and managers enthusiastically embrace the content because of how interactive and consistent it is,” explained Woolf. “Learners thoroughly enjoy their training, and the brands have done a tremendous job putting content out there that is engaging.” Boosting Customer Satisfaction and Cutting Costs Yum!’s use of Saba Learning, Saba Classroom and Saba Meeting is having widespread results. One brand has demonstrated that employee retention rates are improving substantially in areas where the Learning Zone is widely utilized, and they have experienced an improvement in hospitality scores for restaurants using the Learning Zone. “The hospitality score, in some stores, has improved by two and a half percentage points, which is a big jump in our world,” said Woolf. Yum! also has experienced unexpected cost savings. Previously, Yum! spent significant dollars by market to prepare and ship new product training materials to restaurants on schedule. Now, brands use online tools such as Saba Learning, Saba Classroom and Saba Meeting to meet this same need. Yum! is also using Saba Meeting to reduce travel and telecommunications costs. For example, in South Africa, restaurant managers meet monthly via Saba Meeting web conferencing. Users regularly take advantage of the VoIP capabilities of the system to collaborate while avoiding the “With Saba Learning, our teams have an avenue through which to share content and a single way of delivering that content. ” Mary Woolf Director of Learning Technologies Yum! Brands
  • 4. Saba | 2400 Bridge Parkway | Redwood Shores | CA 94065-1166 USA | (+1) 877.SABA.101 or (+1) 650.779.2791 | www.saba.com cs3/13 Saba enables organizations to build a transformative workplace where they can leverage their people networks to become more competitive through innovation, speed, agility, and trust. © 2013 Saba Software, Inc. All rights reserved. Saba, the Saba logo, and the marks relating to Saba products and services referenced herein are either trademarks or registered trademarks of Saba Software, Inc. or its affiliates. All other trademarks are the property of their respective owners. Case Study n Yum! Brands