PeopleMatter: 4 Secrets to More Efficient, More Effective Restaurant Training
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What’s the secret to creating a training strategy that actually works? How can you make sure training is consistent and compliant companywide? What can you learn from leading restaurant brands’ learning programs? Watch our webinar on demand with Bruegger’s Bagels Director of Training, Tracy Yandow, and QSR Magazine to: • Find out 4 secrets to an effective restaurant training strategy • Compare Millennials, Gen X and Boomer learning styles • Get the latest industry trends and tools to help you handle them • See what’s working for Bruegger’s and its results so far • Tour mobile tools that can track and optimize employee training • Earn 1 HRCI credit hour (see details in sidebar)
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PeopleMatter: 4 Secrets to More Efficient, More Effective Restaurant Training
- 2. Today’s Presenters! Brian Philips Solutions Engineer! PeopleMatter! Tracy Yandow Director of Training Bruegger’s Bagels!
- 3. Having a Dream Team! • Increased productivity! • Engaged and prepared workforce! • Exceptional customer service! • Consistent execution! • Increased Compliance! • Stronger company culture! • Greater self and peer accountability! • Reduced turnover!
- 4. When team members don’t care about their jobs:# • Frustrated customers, managers, co-workers! • Sales decline! • Operational costs increase! • Relationships suffer!
- 5. 20% of McDonald’s complaints are attributed to poor customer service! • While McDonald's has stressed speed, cleanliness and operational discipline, they admit they need to refocus on customer service! Fast Food Nation reported that McDonald’s has a 150% turnover rate.! • The industry average cost for new hire training is $1,202 per worker! • It cost businesses roughly 20% of a worker’s salary to replace that worker! ! Customer Service & Turnover!
- 6. Raising Standards! • Application! • Assessments ! • Background checks! • Asking the right questions! • Cultural fit! • Onboarding! • Training program! • Continuous learning! • Rewarding team members!
- 7. The way we work, learn & collaborate is changing:# 1 in 3 CEOs are concerned that skill shortages will impact their company’s ability to innovate effectively! 43% of US workers are expected to telecommute or work remotely at least 1x/week by 2016! 85% of Millennials want to work from home 30% to 70% of the time! 46% of the workforce will be comprised of Millennials by 2020!
- 8. The Multi-Generational Workforce 2020# Millennials! Traditionalists! Baby Boomers! Gen X! 54% 46%
- 9. Current Training Trends! 9 OUT OF 10 OFFER <5 HRS/WEEK OF ONGOING TRAINING <5 >1/4 TRAIN NEWHIRES <5 HOURS
- 10. Paid vacation, health and dental coverage, matching 401K and employee discounts are great, but they aren’t major differentiators. ! ! Smart organizations include excellent training programs that include cultural and mechanics of the job.! ! ! • Empowerment! • Strong management! • Quality ! • Consistency! • Peer-to-peer training! • Culture! • Perks ! ! 1. How to Stand Out in the Crowd!
- 11. 2. When developing the training program, consider:! • Budget ! • A measurable strategy! • New-hire training during on-boarding ! • Simplicity! • Input from the “front line”! • Engagement & group discussions ! • Amount of time in classroom! • Pre-work through eLearning! • Progression Tracking!
- 12. 3. When choosing a method of training, consider:# • Will the training be hands-on, online or in a classroom setting?! • What resources will be available?! • Who is conducting the training?! • Will there be a test/quiz to gauge impact?! • Is there a timeline?! • Who is the target audience for the training?! • What follow-up is needed?!
- 13. Training Topics! Company Culture Service Expecta8ons Quality Standards Compliance (health & safety) Job Specific Opera8ons (pay day, schedule, Time-‐off, etc)
- 14. @peoplematter #HRMatters What innovative solutions can we add to the mix?! How do we maximize the value of learning? How do we embrace a new view of learning? LEARNING needs to be an extension of TRAINING Training happens during onboarding or to develop a new skill or knowledge set. Learning is on-‐going and largely self-‐paced.
- 15. On-going Learning! Company Culture Enforce Service Expecta8ons Peer-‐to-‐Peer Conflict Management Cross-‐func8onal Training Process Improvement Communica8on Sales Techniques
- 16. 4. Champion Continuous Learning! • Incorporate cross- training for team members! ! • Use multiple learning channels! ! • Create a solid career progression plan! • Give team members a chance to be leaders ! • Provide personal development opportunities! ! • Avoid compliance/safety- only training! ! • Use a platform of services, not stand alone systems! • Keep it current and interesting!
- 17. Customer Case Studies# Fresh Learning Strategies - Our Customers ! (+)73% training completion increase! 825% reduction in time to create a course !! Industry: Convenience Store! Headquarters: Waycross, GA! Employees: 1,800+! Industry: Convenience Store! Headquarters: Savannah, GA! Employees: 350+!
- 18. Customer Case Studies# 3 day time it takes to complete all new hire training with PeopleMatter! 35% reduction in turnover! Industry: Foodservice! Headquarters: Bourne, TX! Employees: 850! Industry: Foodservice! Headquarters: Boston, MA! Employees: 300+! Fresh Learning Strategies - Our Customers !
- 19. LEARN Something™! Free ready-‐to-‐use training courses with targeted industry content and tests provided by PeopleMa>er. • I’d Tweet That: Do’s and Don’ts of Social Media • Stop Trippin’: Find the Right Shoes • Look the Part: Why Appearance Ma[ers • Best Management Prac8ces from the Best Managers • Smooth Operator: Answering the Phone • Smartphone Spielberg: Tips for DIY Videos • Slip, Trips and Falls…Oh My! • Secrets to Hiring Be[er People, Faster • Dude…Wash Your Hands! • 7 Easy Ways to Make Customers Happy Download videos and tests from: h3p://www.peoplema3er.com/workforce-‐management-‐ pla;orm/learning-‐management-‐system/content-‐ management-‐system/training-‐program
- 20. Bruegger’s Bagels# 300+ bakeries in 26 states! Tracy Yandow! Director of Training! Burlington, Vermont! • 3,800 employees# • Founded in 1983# • Bagels, deli-style sandwiches & coffee# • Breakfast, lunch and everything in between#
- 21. Training Problems Before PeopleMatter! • Low compliance rates! • User-unfriendly e-learning experience! • Difficulty loading courses/ tests! • Out-of-date materials! • Lack of engagement! • Complex setup for Admins! • Ineffective training !
- 22. Decision to Use PeopleMatter! • Unlimited course/test creation! • Easy-to-use ! • Progress tracking! • Training analytics! • Configurable settings! • Admin dashboard! • Alerts & notifications!
- 23. Go-live Process! Launched pilot program in January! Saw marked improvement in sales, customer service and guest experience! Preparing to roll out LEARN companywide !
- 24. LEARN Stats for Month of June! Number of times videos have been viewed in PeopleMatter LEARN:# Number of times documents have been viewed in PeopleMatter LEARN:# 3,121! 3,871 !
- 25. Results with PeopleMatter! After 6 Months of Pilot Program! " "Increased sales! " "Time saved on updates/revisions! " "Improved employee morale! " "Increase in average check amount! " "Decrease in re-training! " "Increase in guest satisfaction!
- 28. More Questions?! Brian Philips Solutions Engineer! PeopleMatter! brian.philips@peoplematter.com! Tracy Yandow Director of Training Bruegger’s Bagels! tyandow@brueggers.com!
- 29. @peoplematter #HRMatters Program ID:! Recertification Credit Hours Awarded : 1! Specified Credit Hours: HR (General)! Program ID: 216042!