Chicken Mastery

Date

Sept. 2011 - 2012

Audience

Restaurant Cooks (Team Members)

Restaurant Managers

Above Restaurant Leaders

Overview

This major overhaul of product training began with an analysis of the standards for the 5 major chicken products that make up the KFC menu. Any inconsistencies of language or process were altered or fixed by a group of cross-functional partners, lead by the training function. After the standards were revised, design of the Team Member training program for these products began.

Leading a squad that included cross-functional partners, corporate field leaders, and franchise partners, I developed mock-ups of job aids and tools, as well as identified the best approach for in-restaurant training. Utilizing the services of a graphical vendor, materials were developed that included revised product photography for identifying acceptable product or issues, more detailed illustrations to be used within training aids, and a branded look-and-feel for the training program.

Delivery Method

A blended learning approach, consisting of a top-down rollout, where Above Restaurant Leaders participated in training sessions, then cascaded the training sessions down to the restaurant level. In addition, videos and web-based training were rollout out to hold trainers accountable for consistent product techniques and process used during training sessions.

Results/Feedback

The training program and materials are still being hailed as “some of the best training to come out of KFC” by the restaurant teams. In addition, the printed materials won the Golden Ben, Best in Show award from the Printing Industry Association of the South (PIAS) for printed materials that have impact, appeal and effectiveness as a sales/marketing, communications or educational medium.

Labor Deployment System Training

Date

January - August 2010

Audience

Restaurant Managers

Above Restaurant Leaders

Overview

With the development of a new restaurant scheduling system, new training was needed to support all company and franchise restaurants.

I designed and developed all training materials and support materials for the successful rollout of this program, as well as partnered with the Operations subject matter expert to lead instructor-led training sessions, as well as webinars for Q&A sessions.

Delivery Method

A blended learning approach was chosen, with multiple touch points, including: instructor-led training, paper-based training, computer-based training, and web conferencing for Q&A.

Through 8 cross-country, instructor-led training sessions, Above Restaurant Leaders from both company and franchise organizations received training on the new system using laptops. When training was complete, this group went back to their regions and cascade training down to the Restaurant Manager level.

Computer-based training was developed using Captivate, to provide an addition resource to see the step-based requirements, in action. In addition, weekly webinars were conducted for any follow-up questions or issues identified during cascade.

Results/Feedback

The rollout and cascade of the training were successful. Because of the multiple touch points and resources provided, minimum issues arose when the new scheduling system was deployed live in restaurants.

New Equipment Rollout Training

Date

September 2008

Audience

Restaurant Cooks

Restaurant Managers

Above Restaurant Leaders

Overview

With the launch of a new product line came a new piece of equipment.

As part of the training rollout, e-learning was made available to help educate the restaurant team on the new piece of equipment.

I designed and developed the e-learning module to include an actual layout of the equipment control panel where learners could practice on the control panel with pre-established scenarios.

e-learning “wow” Training

Date

September 2007

Audience

Company Leadership

Above Restaurant Leaders

Overview

The department head asked me to create a sample e-learning module with a “wow” factor, to impress and drive interest in e-learning for the company.

I designed and developed a module around a new product that included a branching customer service interaction, and drag-and-drop plating (product build).