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What would happen if all your Team Members

were really well-trained?

Life would be so much easier….

• Guests receive better, faster service

• OER & EcoSure scores would go up

• Better Sales & Traffic

• Profits improve

• Happier Team Members stay longer and work harder

• Turnover would go down

Direct Costs of Turnover

• Replacement costs including cost of recruiting, advertising, interviewing, prescreening, and hiring

• Paperwork (Ex. Applications, Folders, I-9’s, background checks, processing fees, etc.)

• Uniforms

• Overtime

• Unemployment

• Hiring Manager Time (interviews, selection, orientation)

• Training costs, including orientation, materials, and on-the-job training time

Indirect Costs of Turnover

• Productivity Losses

– New team members take time to get up to speed.

• Absenteeism

• Morale Decrease

• Guest Dissatisfaction

• Lost sales and/or customers

• Increased employee absenteeism

• Additional employee departures

What’s the cost every time you

lose a team member?

How about Team Turnover?

Cost of Turnover

Loss of 1 Team Member:

$1,000 - $3,000

Imagine how better your bottom line would look if you reduced turnover through better training?

• 25 Team Members @ 150% Team Turnover = 38 Team Members lost each Year

• Using “average” cost of $2,000• T/O Cost = $76,000/year

• Reduce T/O to 100% = 25 Team Members Lost each Year

• T/O Cost = $50,000/year

• Saves you $26,000

Crunch the Numbers – Example

Team Satisfaction links links toto

Guest Satisfaction

JASON

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RTT Recharged Objectives

• Describe the Four-Step training method and how each RightTRACK Training Guide is used

• Demonstrate how to properly train a Team Member using all of the RightTRACK Training tools

• Understand how to utililize the Re-Charged Proficiency Chart to Calculate Proficiency Ratings

• Create a Training Success Plan to reach Monthly Training Goals

• Utilize the name badge station awards (King’s Bling) to reward and recognize team member’s knowledge and execution of BK® standards

• Discuss Features of Training Café

• Next Steps – Where do I start?

4 Steps to Success

• Preparation

• Explanation & Demonstration

• Performance & Praise

• Follow-up

4 Steps to Success

1. Preparation– When’s the Best Time to Train?

– Training Materials

– Station

– Yourself

– TraineePreparationPreparation

4 Steps to Success

2. Explain & Demonstrate the Task– Explain how to do it

– Show how to do it

Explanation & Explanation & DemonstrationDemonstration

4 Steps to Success

Performance Performance & Praise& Praise

3. Performance & Praise– Practice, Practice, Practice

– Set standards

– Feedback is critical

– Show them a better way

• Consistent

• Reasonable

• Immediate

• Specific

• Personable

Feedback should be “Crisp”

4 Steps to Success

4. Follow-up– It never ends!– Evaluate their performance – Ask them if they have

questions– Test ‘em– Update your training records– Celebrate Success!

Follow

-up

RightTRACK Training

• Less Stress

• Consistent Message

• Visual reminders of the Standards

• Support Tool

• Required Team Training System

DVD’sDVD’s

• Top 12 Criticals

• Fresh & Ready

• Safety & Security

• Cold Soaking – Fryer

• Kitchen Minder

• Duke Broiler

• This is your “Trainer Buddy”• Use it as a Road Map• Loaded with lots of Details• Food Safety Concerns• In case you get lost…• Hang onto it while you train!

TrainRight Guides

TrainRight Guides

TrainRight Guides

WorkRight Guides

• Trainee’s Tool

• Step by Step instructions

• Food Safety Warnings

• Quality Tips

• Lots of Pictures

• Keep them in the easels

• Refer to it during training

TrainRight Guides

StationRight Guides• Station Support

– Set-up– Maintain– Close

• Plan – O-Grams

• Food Quality & Safety

• Station Organization

• Matches information on TrainRight Guides

TrainRight Guides

15

TestRight Guides

• Give test after they’ve practiced a while

• Written or Verbal

• Evaluation of Trainee and the Trainer

• Should pass with 80%

• Re-train Team Member on missed questions

• Update Passport upon completion

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• Fill in Name – (No Whiteout!)• Welcome – pg. 1• Tracks Explanation - pg.2 & 3• RTT Rating System – pg. 4• How you will learn w/RTT – pg. 5• RTT tools Explanation – pg. 6• Orientation• Tracks

Passports

Performance Checklists

10 Passport Rules

1. You Never Certify a Trainee on their First Day.

2. Passports must be available and visible – keep them in a holder in the Training Café.

3. The Team member must be observed at least 3 different times to be certified an Expert.

4. At least one team member on each shift should be observed using the Performance Evaluation Checklist inside the passport.

5. Test Scores must be written inside the passport after passing the test.

6. What’s in the passport should match the proficiency chart.

7. Passport introduction must be a part of orientation.

8. The passports should be used to communicate performance expectations.

9. Only check off the boxes and sign the checklist when you are 100% confident they can perform the tasks at “EXPERT” level proficiency.

10. Passports should be followed up on by the RGM & the MUM.

Break

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Kitchen Activity

Part 1 – Train the Restaurant Trainer

• Role Model the Training Tools/Process

• Will demonstrate how to prepare and train utilizing all the different tools

• Then it’s YOUR Turn to train!

Kitchen Activity

Part 2 – Train Your Partner on different tasks– Team 1 – Broiler & Double Stacker– Team 2 – Original Chicken & French Fry Cooking– Team 3 – Drinks & Front Counter

• One is the Trainer & the other is the Trainee, then switch roles.

• You will have 10 minutes to:– Prepare (Use the Train Right Guide)– Gather RTT Tools– Prepare Station– Review WorkRight, StationRight, & TestRight Guides

Reminders

• Use TrainRight Guide to guide you through entire process from Preparation to Follow-up.

– (Keep it in your hand the entire time for reference.)

• Direct the trainee the WorkRight Guides in Easel Binder

• Give them chance to practice & provide CRISPY feedback

• Use TestRight Guide questions to quiz trainee

• Goal: Use Reference materials, experience the process and see how easy RTT can be.

• 10 min. each round…I’ll let you know when to switch roles.10 min. each round…I’ll let you know when to switch roles.

How did it go?

• As a Trainee, how did this process make you feel?

• Do you feel that you were set up for success? Why?

• As a Trainer: Following this process, do you think that later-on you’ll need to re-train this trainee?

• Do you feel confident these training tools will help you in training your teams?

• “One-stop” Team Member tracking tool

• 7 Core Stations

• Used in different ways– Scheduling and positioning your teams– Recognition/Incentive tool– Proficiency Planning tool

• Take you on a “Re-Charged” journey

Proficiency Chart

Re-Charged Proficiency Chart

Updating the Proficiency Chart

• By the end of every month so training & cross-training goals can be set for upcoming month

• Whenever a team member is hired or terminated• When a team member is certified as a “3”• After a TestRight Guide is passed with a 80%• Notes:

– RGM has the final word on certification– Managers should not be on the chart – Email DM an updated chart by 5th of every month

Your Overall Proficiency Rating

This is your Training Scorecard…

• A rating of – 5 or higher is Excellent– 4 – 4.9 is Good– 3 – 3.9 is Satisfactory– 2 – 2.9 is Fair– Anything less than a 2 is Poor

• Direct Correlation between Training and results.

Training Success Plan

• Linked with Proficiency Chart

• Weekly plan to ensure success

• Completed by RGM & email to MUM by the 5th of the month

• Used to Schedule Team Trainers

• Post next to Proficiency Chart in Training Café

• Used for new hire training and cross-training.

• Improves Trainer Accountability

Broiler

Specialty/Fries

FC Service

DT Service 12 Criticals

Prep/Salads/Fresh n Ready

Main Boards

Breakfast

“King’s Bling”

King’s Bling Flowchart

Team Member is RGM Certified when:

• Passport is updated

• Proficiency chart is updated

• Training Success Plan updated

• Team Member receives station award

Team Member Receives Training:

• RTT tools utilized

• Test Right Guide used to gauge readiness

• Passport Performance Evaluations completed

• Team Member Certified as an “Expert – 3”

Skippy

King’s Bling Thoughts…

• Be Consistent.

• Use the Passport Evaluation Checklists as final certification before awarding Bling

• Be careful not to lower your standards.

• Your Team members are now walking proficiency charts!

• Use them to motivate your teams to learn more and perform better.

Celebrate Your Team’s Success!

Have a graduation day on Fridays…1. Meet with your Management team to determine who

will receive the King’s Bling for that week.

2. Print out a 1-pager with the names & station of your King’s Bling certifications.

3. Hang 1-Pager at your Training Café to recognize them

4. Congratulate and hand out the King’s Bling on Friday’s

5. Station Certificates are optional (Example on next slide.)

James BondJames Bond

Congratulations! You Have Achieved Excellence in

deliveringHot and Fresh products to our Guests.

Way to go!!

This certificate is awarded in recognition ofThis certificate is awarded in recognition of Whopper Board ExcellenceWhopper Board Excellence

Certified by

_____________________________ Date_____Restaurant General Manager

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Training Café• It’s a Break room It’s a Break room Make-Over!Make-Over!

• Right Track Training toolsRight Track Training tools

• Recognition CenterRecognition Center

• Re-Charged Proficiency ChartRe-Charged Proficiency Chart

• Training Success PlanTraining Success Plan

• Fun Posters (stimulate thought)Fun Posters (stimulate thought)

• TV/DVD playerTV/DVD player

• Pour and Score Contest RulesPour and Score Contest Rules

How do How do youyou recognize recognize your team members your team members

& make work fun?& make work fun?

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• Ensure RTT materials are up to date• Organize them into the Easel Binders• Create a Training Café that’s a fun, learning environment• Include a Recognition Board• Keep your Proficiency Chart updated and current • Calculate Monthly Proficiency Ratings & Set Proficiency Goals • Develop a Monthly Training Success Plan• Email Proficiency Chart and Plan to MUM by 5th of every month.• Effectively execute Team Training System• Celebrate Success by awarding “King’s Bling” Station Awards –

Stickers and Certificates• Hold a Managers Meeting right away!

Next Steps…

• How will you communicate this to your Assistant Managers & Team Members?

• How will you determine who gets the King’s Bling station awards for your current team members?

• What do you want your team members to say to guests when they ask about the new name badges?

• Is there anything you saw today that you don’t think you can do at your restaurant?

A couple of questions…A couple of questions…

Your Thoughts…Your Thoughts…

Final Thoughts…

“You get the best from others not by lighting a fire beneath them…but by building a fire

within them.”

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