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Case Study: Five Guys

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Case Study - Five Guys Burgers and Fries

Overview
Learn how Five Guys uses Saba to build award winning learning programs across all of their franchises. Their cloud-based learning program enables up-to-date, uniform training for all 21,000 employees to ensure Five Guys’ philosophy and commitment to quality are maintained as the company expands.

Business Challenge
Five Guys experienced extraordinary growth, from a handful of restaurants in 2002 to over 800 owned or franchised stores currently. They needed to provide high-quality training to Five Guys’ 21,000 employees to maintain a consistently exceptional customer experience despite the restaurant’s extraordinary growth rate.

Business Benefits
Enable up-to-date, uniform training for all 21,000 employees to ensure Five Guys’ philosophy and commitment to quality are maintained as the company expands
Allow key content such as food preparation and safety, corporate history and philosophy, and customer service to be delivered via cost-effective online training
Provide the ability to efficiently track progress — resulting in a remarkable all-staff completion rate of greater than 85%
Has simplified training focused on Five Guys’ day-to-day operational details for regional, district, and store managers
Streamline the deployment and simplifies the administration of existing and future applications through flexible, economical Saba Cloud

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Case Study: Five Guys

  1. 1. ® Five Guys is a fast casual restaurant that provides a one-of-a-kind experience for people who really know their burgers and fries. From the quality of the fresh beef and boardwalk-style fries to the spotlessly clean restaurants and friendly, helpful staff — it’s little wonder that Five Guys has earned numerous awards including recognition as a Zagat Survey-rated business every year since 2001. The restaurant opened its first location in Virginia in 1986. Through 2002, Five Guys only opened a handful of other stores — all in the Washington, D.C., metro area. But then, Five Guys began to rapidly expand through franchising across the U.S. and Canada. By 2008, the restaurant had nearly 350 locations, and since then the chain has more than doubled again to over 800 owned or franchised stores. Managing this extraordinary growth while maintaining Five Guys’ culture, values, and uncompromising standards was an enormous challenge. In the company’s early years, all managers were required to attend Five Guys boot camp, an intensive week of training at the restaurant’s Virginia headquarters. Corporate trainers were also on-site when new stores opened. Case Study Industry: Retail, Food Services Use Case: Learning Management, Virtual Classroom We are more consistent with our service and procedures now with our 800 stores than we were when we had 15. Our expectation is that Saba Learning will help us continue to build on that. Doug McKinney Director of Training Five Guys Burgers and Fries Challenge Provide high-quality training to Five Guys’ 21,000 employees to maintain a consistently exceptional customer experience despite the restaurant’s extraordinary growth rate. Benefits • Enables up-to-date, uniform training for all 21,000 employees to ensure Five Guys’ philosophy and commitment to quality are maintained as the company expands • Allows key content such as food preparation and safety, corporate history and philosophy, and customer service to be delivered via cost-effective online training • Provides the ability to efficiently track progress — resulting in a remarkable all-staff completion rate of greater than 85% • Has simplified training focused on Five Guys’ day-to-day operational details for regional, district, and store managers • Streamlines the deployment and simplifies the administration of existing and future applications through flexible, economical cloud Five Guys relies on Saba Learning as key ingredient in its recipe for success.
  2. 2. Case Study Five Guys Burgers and Fries 2 Saba | 2400 Bridge Parkway | Redwood Shores | CA 94065-1166 USA | (+1) 877.SABA.101 or (+1) 650.779.2791 | www.saba.com cs_9/14 Saba delivers a cloud-based Intelligent Talent Management™ solution used by leading organizations worldwide to hire, develop, engage, and inspire their people. Intelligent Talent Management uses machine learning to offer proactive, personalized recommendations on candidates, connections, and content to help your employees and organization lead and succeed. © 2014 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. ® In addition, there is increasing proof of Saba’s contribution to company performance objectives. Five Guys requires quarterly audits from third-party experts to ensure its stores are meeting food safety requirements and complying with brand standards. External secret shoppers also shop all 800 stores weekly. Top-performing stores and individuals earn both recognition and cash awards. “We have anecdotal evidence that stores where employees are well trained with the help of Saba are well in these evaluations,” Murrell said. “We are investing in a sophisticated business intelligence system that will allow us to truly tie Saba’s positive impact and our secret shopper scores to year-upon- year sales improvements.” Enjoying Ease and Flexibility With the Cloud Five Guys deployed its LMS from the cloud, eliminating the need for a costly on-premise infrastructure or dedicated IT support specialists. The software-as-a- service/Cloud implementation enabled Five Guys to roll out the solution companywide in a relatively short time frame, while greatly simplifying administrative time and effort. Beyond that, managers were expected to train the employees. With high turnover in the industry at large — and with the restaurant’s breathtaking growth rate — Five Guys decided to look for an online training solution. After a thorough review of the top alternatives, Five Guys selected Saba. “We chose Saba because it easily integrated with our point-of-sale system and provided the language features and other capabilities we needed for international expansion,” said Doug McKinney, director of training for Five Guys. “But most importantly, we felt like Saba would be easy to work with and would provide us all the support we needed for our explosive growth.” Discarding Outdated DVDs In the early years of Five Guys’ expansion, corporate trainers and managers often used DVDs as well as operations manuals and other paper documents. But with the restaurant’s growth changing things so quickly, the DVDs and printed materials became obsolete almost as soon as they were produced. “It got to the point where we would constantly have to pause the DVDs and say, ‘Oh, we don’t do that anymore — we do it this way,’” said Josh Murrell, Five Guys training network administrator. With Saba’s learning platform, all 21,000 employees at both company-owned and franchise stores are provided the same core training: eight online courses prepared by corporate that cover food preparation, food safety, Five Guys’ corporate history and philosophy, and its commitment to customer service. Along with additional hands-on training in the kitchen for store employees, this has helped Five Guys maintain its outstanding reputation. “We are more consistent with our service and procedures now with our 800 stores than we were when we had 15,” McKinney remarked. “Our expectation is that Saba will help us continue to build on that.” Tracking Learning and Evaluating Results Five Guys also uses Saba to closely track each employee’s progress toward meeting corporate training goals. The company has created several custom reports that draw upon the completion data captured by Saba — helping to drive usage higher. All franchise stores have full access to Saba’s capabilities at no additional charge, and district managers earn incentives for ensuring employees have completed basic training. “Currently, our curriculum completion rate is 86%, which is really quite remarkable,” noted McKinney. “Our turnover rate is also significantly lower than the industry in general — and we believe this is at least partly attributable to Saba.”

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