Presentation on theme: "Re-Charged! Workshop Tools Needed Right Track Training Tools NeededRTT Kit organized into binders; TrainRight and TestRight Guides are separated onto rings."— Presentation transcript:
1 Re-Charged!Workshop Tools Needed Right Track Training Tools NeededRTT Kit organized into binders; TrainRight and TestRight Guides are separated onto rings. Participant Guides for each traineePassports for each traineeUpdated Proficiency Chart Updated Training Success PlanNew Name badges and King’s Bling Station Awards Team Member PassportWork Right Guides for Main boardsTrain Right Guides for Main BoardsStation Right Guides for Main BoardsTest Right Guides for Main BoardsConduct Introductions (If needed.)Say: Our Goal is run great restaurants. To do that, we need great people. We should strive to create an environment where every team member feels valued and gets the training and development they deserve. We want our managers and team members to be excited about training and learning more about their jobs.
2 What would happen if all your Team Members were really well-trained? Ask: What would happen if all your Team Members were really well-trained?Get several responses from the participants.
3 Life would be so much easier…. Guests receive better, faster serviceOER & EcoSure scores would go upBetter Sales & TrafficProfits improveHappier Team Members stay longer and work harderTurnover would go downSay: There are a ton of Benefits to training your team members effectively and would make your life so much easier. (Cover the points on the slide.)
4 Direct Costs of Turnover Replacement costs including cost of recruiting, advertising, interviewing, prescreening, and hiringPaperwork (Ex. Applications, Folders, I-9’s, background checks, processing fees, etc.)UniformsOvertimeUnemploymentHiring Manager Time (interviews, selection, orientation)Training costs, including orientation, materials, and on-the-job training timeThere are many costs that you can actually quantify with a dollar amount regarding turnover. These are called the “direct costs” of turnover. (Cover the points on the slide.)
5 Indirect Costs of Turnover Productivity LossesNew team members take time to get up to speed.AbsenteeismMorale DecreaseGuest DissatisfactionLost sales and/or customersIncreased employee absenteeismAdditional employee departuresThere are some hidden costs of turnover that you may not be aware of until it’s too late. These indirect costs can be very serious depending on the level of turnover. (Cover the points on the slide.)
6 How about Team Turnover? What’s the cost every time you lose a team member?Crunch the numbers…what’s the bottom line cost every time you lose a team member? (Get responses from the participants.)
7 $1,000 - $3,000 Loss of 1 Team Member: Cost of Turnover The costs can be staggering…depending on how long your team member has been with you, it’s between $1,000 and $3,000 – perhaps even higher if you lose a really talented employee. Think about all the Whopper Jr’s you’ll have to sell to make up that kind of money!If you walked into your office one day and found the computer had been stolen or there was a missing deposit, there would be a full and complete investigation, right? There would be some serious alarm bells going off and some preventive procedures would be put in place to make sure this doesn’t happen again. Do we do that every time we lose a good employee? Probably not. But when you think about it, our team members are one of our most valuable assets!Have you hired some potentially great team members…but lost them because they felt they didn’t get the training they deserve? Imagine how much easier your life would be if they were still working with you?Some amount of turnover is expected, but if we can cut that number by even a few employees, it could have a huge impact. Let’s crunch the numbers and see how much money we could bring to the bottom line through great training.Imagine how better your bottom line would look if you reduced turnover through better training?
8 Crunch the Numbers – Example If you had 25 team members on your roster and you had 150% turnover, that would equal 38 team members lost each year.Using an average cost of $2,000 per team member, that would equal over $76,000 lost every year. Imagine what you could do with that $76,000???If you improved your employee retention through better training and reduced your yearly turnover down to 100%, which is 13 team members you don’t have to re-train on the basics.That would also save you $26,000 a year in needless costs - all that money could flow to the bottom line.25 Team 150% Team Turnover = 38 Team Members lost each YearUsing “average” cost of $2,000T/O Cost = $76,000/yearReduce T/O to 100% = 25 Team Members Lost each YearT/O Cost = $50,000/yearSaves you $26,000
9 Team Satisfaction links to Guest Satisfaction There is a direct link between Team Satisfaction and Guest Satisfaction. When your team is more satisfied, it leads to better performance. They are more loyal and turnover is lower.When our team is satisfied, they tend to take better care of our guests – they want to make their experience a good one. They want to smile bigger and make sure the fries are hotter.When guests are satisfied, they tend to be more loyal to us…they visit our competitors less often. When that happens, our traffic and sales go up!
10 Re-Charged!JASONOur team members make us succeed or fail. So it’s up to us to make sure they stay long-term and perhaps even move up into management. The quality of our Team Member training impacts everything we do…from the quality of our service to the safety of our food.Sometimes the difference between a really bad shift and a really great shift is how well your team members perform. Not every day is perfect. If your equipment isn’t working right or you don’t have enough French fries, imagine if you had team members who didn’t know what they were doing!If your people knew what they were supposed to do, and did it well, it could make a difficult shift seem not so bad. That’s what this training is all about today.Hopefully these materials we’ll be discussing today aren’t totally new to you…if they are, that’s OK. I’m glad you’re her to learn how to use them effectively. If you have used these materials before, then I hope you’ll see things that spark an interest so you can take them back to your restaurant and implement the training system better.
11 RTT Recharged Objectives Describe the Four-Step training method and how each RightTRACK Training Guide is usedDemonstrate how to properly train a Team Member using all of the RightTRACK Training toolsUnderstand how to utililize the Re-Charged Proficiency Chart to Calculate Proficiency RatingsCreate a Training Success Plan to reach Monthly Training GoalsUtilize the name badge station awards (King’s Bling) to reward and recognize team member’s knowledge and execution of BK® standardsDiscuss Features of Training CaféNext Steps – Where do I start?Here’s what we’ll be talking about today. (Review the Objectives.)Before we get into the details on the RTT tools, I want to quickly review the 4-step training method…also known as the 4 steps to success.
12 Explanation & Demonstration Performance & Praise Follow-up 4 Steps to SuccessPreparationExplanation & DemonstrationPerformance & PraiseFollow-upThe 4 step training method is simply a way to organize the training process. It helps us deliver training in a consistent, meaningful manner. We want you to use this method every time you train – in any area. (Review slide.)
13 4 Steps to Success Preparation When’s the Best Time to Train? Training MaterialsStationYourselfTraineeAsk: Why is Preparation probably the most critical step for the Manager doing the training? Targeted Response: So you don’t look unprepared; So you use the most of the time you have; so the trainee doesn’t think you know what you’re doing.You and your trainers need to be prepared...you want to look like you know what you’re doing. So remember the following preparation tips.Time — Decide when you will be training and block out that time so you can avoid interruptions. Off-peak times are usually best.Training Materials — gather up all your materials: RightTRACK Training easel binders, DVDs, Team Member Passport. Make sure the Test Right Guides have the answers erased. Keep your training tools in the same spot everyday; it’s easier to keep them updated and know when there’s something missing.The Station — Make sure the station is clean and set up properly. Sounds like a no-brainer. But if the stuff isn’t there, you’re going to look silly training someone on Front Counter if you don’t have a fresh drawer.Yourself (Trainer) — Make sure you need to know the standards and procedures. If it’s been a while since you’ve trained someone on how to cold soak the fryers, then take some time and read up if necessary. Remember that you are the expert and need to teach 100% correctly on all stations—there’s no room for short cuts!The Trainee – Let the Trainee know what’s going to happen during the training session. People learn best when they are relaxed, so put the trainee at ease and express confidence in their abilities to do the job.Preparation
14 2. Explain & Demonstrate the Task 4 Steps to Success2. Explain & Demonstrate the TaskExplain how to do itShow how to do itHere’s where you’ll spend most of your time in this section training your team members.Be sure to explain the purpose of the station/task. How does the Broiler relate to the other stations within the BURGER KING® Restaurant? Explain why it’s such an important station and how if the Broiler gets behind, the whole place comes to a crawl.Explain the task in detail. Don’t leave anything out. Something that is obvious to you…may not be to the trainee. Now is the time to give them all the details - so don’t be afraid to over-tell.If you have DVD’s, go ahead and have them do the explaining for you Just be sure you fill in the gaps or provide any updates or changes in the procedures. I’ll talk more about DVD’s a little later.Demonstrate exactly how to work the station. Use proper procedures—no short cuts! You are setting the standard here! Show them right the first time…what they see at the beginning of their training is what’s going to stick long-term.Be Patient - Remember that they are learning this task for the first time, so we may need to provide them additional support in this step. We don’t grow up learning how to work a broiler, so if someone’s a little unsure of how to work a 700 degree piece of machinery, don’t get too worked up! Have patience and provide guidance and positive feedback and they’ll get it soon enough.Explanation &Demonstration
15 4 Steps to Success 3. Performance & Praise Practice, Practice, PracticeSet standardsFeedback is criticalShow them a better wayPractice, Practice, Practice: Allow enough time for the Team Member to practice until he/she feels comfortable. Don’t freak em’ out and leave them high and dry during a busy meal period. Someone really shouldn’t be on the station by themselves during rush until they’ve proven they can handle it during a slow period.If you or the trainer steps away from the trainee’s station, please make sure you check back often. Leaving a team member on a new station for too long (unsupervised) can cause a lot of problems. Before you know it, “stuff happens.” Sandwiches can get made wrong, orders get rung up incorrectly and you have a food safety critical on your hands because someone didn’t mark a hold time on the cheese. Keep a watchful eye on the trainees, so don’t stray too far from the action.Ask: Let’s say you’re training someone on the broiler station. Give me some examples of praise you could use when they do a good job? Targeted Responses: Speedy procedures, proper # of meat in the pan, enough juice in the pan, hitting the button on the phu, etc.It’s important to make a big deal out of a job well done, such as speedy procedures or getting a task done correctly the first time.Use your feedback as an opportunity to show them a better, more effective way to hold the spatula, wrap a sandwich or wipe down their station.Performance& Praise
16 Feedback should be “Crisp” Consistent• Reasonable• Immediate• Specific• PersonableKeep your feedback CRISPY.Consistent — Be consistent about what you praise, who you praise and how often you praise. Your team will pick up on the fact that you never have a nice thing to say to the night crew.Reasonable — Offer praise for team members’ effort and progress - even when someone is still learning. It may take someone a little longer to learn the register keyboard, so you may have to be more patient.Immediate — Don’t wait to tell them! If you want Team Members to repeat the behavior, tell them right away! They are more likely to do it again if you notice and say something right away.Specific — Stay away from “Good job, everyone.” It doesn’t mean much to most people. Keep the feedback specific to the person and the task.Personable — Be sincere about your feedback. If you are phony, people will pick up on it so be genuine with your comments. The more specific you are, the more genuine you seem.When it comes to feedback, don’t settle for “close enough.” Set your standards high. Don’t be afraid to ask for the very best as people will always rise up to the levels that you set. Put your standards up on the higher shelf and they’ll work hard to reach your expectations. Now is your time to make sure they don’t get any bad habits, so give them lots of positive and re-directive feedback.
17 4 Steps to Success 4. Follow-up It never ends! Evaluate their performanceAsk them if they have questionsTest ‘emUpdate your training recordsCelebrate Success!Follow-upFollow-up is one of the most important steps (and probably the most difficult) because Follow-up never stops!Evaluate the team member’s performance. We’ve got to keep an eye on how Team Members are doing. Are they pushing the right buttons on the microwave? Are they rounding out the meal when taking orders? Are they washing their hands for the full 20 seconds? Using the passport will help you certify that the team member can do the task to the Burger King Standards – we’ll talk more about the passport a little later.Be sure to ask the Trainee if they have questions…especially if they are about to take a test. Sometimes the employee has a question, but they don’t want to bug you or don’t want to be embarrassed they can’t remember the answer.Change up your feedback if they’re struggling. Think about when you teach a child how to tie their shoes for the very first time. You have lots of patience and show them different ways to approach the task…you don’t get frustrated and yell at ‘em, do you? Approach it in another way to get your point across.Evaluate the team member’s knowledge by testing them. We also have to make sure the team member can remember the standards. Use the Test Right guides to see what the team members know and don’t know. I’ll show you a little later how simple it is to use these Test Right Guides and the passports to help certify your team members.Update the Passport, the Proficiency Chart. A big part of this follow-up step is record keeping and documentation of all your hard work and effort. I’ll show you later how easy it is to do and how the Training Success Plan can help you achieve your training goals.Remember this: that if you can’t prove to your boss that training happened - then basically, it didn’t happen. It’s like the beef cookout log…if no one kept any records, you couldn’t prove you did the work. Think of the Passport & the Proficiency Chart as tools to prove how well you’ve done your job. These will help keep you focused on improving the performance and knowledge of your team.After you’ve updated the Passport and the Proficiency chart, celebrate your team member’s progress with a station award. Later I’ll show you a cool new recognition program called the “King’s Bling” that involves cool name badges and a recognition program that helps keep us focused on cross-training and motivating our teams to continue learning.
18 One thing that’s great about using the Burger King RTT system and the four step training method is that you’ll never get lost. They guide and support you through the training process until the very end.You have so much to do throughout your day; sometimes it’s hard to remember the details on everything. The guides have all the information in them for you to look and sound professional. So let’s take some time to review the RTT tools and see how well they work with the 4-step training method.
19 Visual reminders of the Standards Support Tool RightTRACK TrainingLess StressConsistent MessageVisual reminders of the StandardsSupport ToolRequired Team Training SystemLet me tell you some benefits to using the Right Track Training system.Less Stress - The Right Track Training job aids have been designed to make your day go easier and take some stress off your shoulders.Consistent Message - The RTT tools were designed to help you and your Restaurant Trainers deliver a consistent message. Since there are several people doing training in every restaurant, the materials help you make sure that all the key learning points are getting covered, no matter who is doing the training.The RTT guides provide the Trainee visual reminders of the standards. They are some great reference materials that can be left with at the station, so when the trainer isn’t around and the trainee has questions, they have the answers at their fingertips.The Daily Planner is a Burger King System support tools that you use almost everyday. Can you think of any others that are designed to help you be better managers? Target Response: Daily/Weekly Cleaning Calendar; Command Station; OPS manual, OEG Binder and contents, OER Action Plan, PLS charts, Beef Cookouts, 12 Critical checklists, etc.Some of these tools, like the Daily Planner Quality Checks and the Beef Cookout Logs are required. So is the RightTRACK Training System. The RightTRACK Training system is the required Team Member Training program at Burger King…it is not optional. All BK team members are expected to be certified at their stations using this system. If you’re not using it, you may have points taken off on an OER.Let’s get into the details around Right Track Training.
20 DVD’s Top 12 Criticals Fresh & Ready Safety & Security Cold Soaking – FryerKitchen MinderDuke BroilerIf you have DVD’s, you can use them for training. They are not required. There are some really good ones I highly recommend.Top 12 CriticalsFresh-n-ReadySafety & SecurityCold Soak ProceduresKitchen MinderDuke Broiler
21 TrainRight Guides This is your “Trainer Buddy” Use it as a Road Map Loaded with lots of DetailsFood Safety ConcernsIn case you get lost…Hang onto it while you train!When you get back to your restaurants, out of all the tools we really want to stress the importance of is the TrainRight Guide. This is your “Trainer Buddy.” The TrainRight Guides are your Trainer’s “buddy.” These guides walk the Trainer through each of the 4 steps in the training process with lots of details and points to cover. Use it as your roadmap. Since the TrainRight Guide has all the directions, you should have it in your hand as you do your preparation work. You’ll use it as you go through the explanation and demonstration of the particular station. It’s a great reference during the trainee practice period and of the follow-up. Lots of Details. The TrainRight Guide outlines which RTT tools to use during each step of the training process. So, you don’t have to know exactly everything—the TrainRight Guide helps remember for you. Use it to navigate through Food Safety Obstacles. Obviously the 12 Food Safety Criticals are a big concern in our restaurants, so use the Train Right guide to train your teams on the proper procedures.In case you get lost. Since it has turn by turn instructions, it’s OK if you get interrupted during training or you lose your place. Just retrace your steps and go back to where you left off.Remember this is your trainer buddy, so we want you to keep it close. Have you ever seen a Professional Speakers or politician use notes to keep them on track? Even if they’ve given that speech a hundred times, they still use a script to keep them on track so they don’t miss anything. We want you to do the same thing.
22 TrainRight GuidesI’m going to hang onto the Train Right Guide as I explain the other tools. If there’s one thing you get out of this whole presentation, I want you to understand how critical it is to use the Train Right guide to deliver this program correctly.Let’s look at how we would use the Broiler TrainRight Guide if we were training someone on the broiler.(Review some of the Items under Step 1: Preparation “Get Ready.”)Equipment readinessTraining materials readyPLS/Kitchen minderSanitizer bucket w/red clothFood Quality = Gold MedallionFood Safety = Red CrossReview a few items under “Prepare the Learner.”Ask about Prior ExperienceExplain Importance of Production for Gold Standard Quality and Food Safety.Review the objective.
23 TrainRight GuidesUnder Step 2 on the Train Right Guide, the explanation/demonstration step, the TrainRight Guide wants you to Explain Product Preparation. Points to cover:Use DVD’s to do the explainingDemonstrate Hand washingExplain product managementCooking Product. Under the Cooking Product Section it says to provide WorkRight Guides and demonstrate steps as listed. Anytime you see the phrase “Provide” we want you to physically give the guide to the team member…put it in their hands. While you are explaining and demonstrating, they can be reviewing the steps as you make the sandwich or perform the task. Let’s look at how these Workright guides can help us deliver better training.
24 WorkRight Guides Trainee’s Tool Step by Step instructions Food Safety WarningsQuality TipsLots of PicturesKeep them in the easelsRefer to it during training(Point to the “Broiler WorkRight Guide” in the flip easel with as an example.)This tool is for the Trainee. You as the trainer should use these during your explanation and demonstration of the task. Refer to it often during your training sessions and point out the pictures and the icons as you do the explaining. There are step-by-step directions on how to properly perform the station and this guide has “by the book” instructions…there’s no shortcuts listed here. This guide includes food safety warnings and quality tips. Point out the Red Crosses (Food Safety) and the Medallions (Gold Standard Quality.)Contains pictures for easy reference. This is great for those folks who either have a tough time reading or have English as a second language. “A picture’s worth a thousand words” so use it to show how it should look.Keep the WorkRight guides in the flip easels, that way they are easy to reference during the training. Tell them it’s OK to use the flip easel…that you want them to use the cards. If the team member is in doubt about how to do something, we want them to go to the WorkRight guide. So, put these tools in their hands early-on in the training process. It will make them comfortable with it and they’ll be more likely to reference it when they have a question. The more you refer to the WorkRight Guides during the explanation and demonstration step, the more they’ll use them when they’re working alone.
25 TrainRight GuidesLet’s go back to my trainer buddy as I want to make sure I’m on track with explaining all these tools. I’m still in Step 2 of the Training Process, Explanation and Demonstration.On the back side of the TrainRIGHT guide, it says to “Provide StationRight Guide.” Again, we want you to “provide” it to the trainee – put it in their hands. We have ours in the very front section of each of the easel binders.What I think is pretty cool is that what printed on your TrainRight Guide is exactly what’s printed on the StationRight Guide. So as you’re talking and using your guide, the team member is seeing the same thing. (Point out the StationRight Guide in the easel binder.)While I’m using my trainer buddy to make sure I cover all the details, the trainee can follow along and everything matches up. It’s cool how all the tools interweave and make sense when you stop and look at them as a whole.Are you currently using the StationRight guides now when you train your team members? If not, you’re missing out on a really cool training tool.
26 StationRight Guides Plan – O-Grams Food Quality & Safety Station SupportSet-upMaintainClosePlan – O-GramsFood Quality & SafetyStation OrganizationMatches information on TrainRight GuidesThere are a bunch of benefits to using the StationRight guides.They help the team member set up and maintain the station throughout the meal period. The StationRight guides will help you ensure that each of the stations have the tools “rush-ready” for your peak periods. These are especially helpful for newer team members and they can become self-directed…they instantly know what needs to be done.We’re adding new products to the meat well with the new broilers. So, the plan-o-grams will show you how the products fit in the meat well correctly.It covers sanitation, food safety and food quality concerns. Using this tool will help you deliver the Clean and Safe platform better, which ties directly to OER’s and EcoSure visitations.They should be used at the stations and inserted into the front of the easel binders for easy reference during training.Help you be more organized! By being organized, it will help you:Improve SOSKeep the station cleaner and neaterServe hotter, fresher productsMake it easier to teach new team membersKeeps you happy because team members know what they need to do without being told all the time.
27 TrainRight GuidesLet’s go back to the TrainRight Guide. Under step 3 for Performance and Praise, my Trainer buddy wants the team member practice all the stuff I explained and demonstrated earlier, such as Hand washing, cooking the product and setting up the station.Depending on how much stuff you have to explain and demonstrate, it could be some time before the team member actually begins performing the tasks. Why the gap in time? What are we looking for from the trainee? (Targeted Response: We’re looking for knowledge retention – were they listening and watching you?) My guide directs me to have the Team Member practice the steps. I should be nearby to give them some praise and feedback. I should be ready to help the trainee out in case they get caught in the weeds.Under the Follow-up step on the Train Right Guide, Step 4 says to:Administer Test Right GuideObserve the team member performing tasks to certify them as an expert. If they perform well, update the passport. If not, then assign additional practice until they get it right.Let me share a few details about the TestRight Guide and the Passports.
28 TestRight Guides Give test after they’ve practiced a while Written or VerbalEvaluation of Trainee and the TrainerShould pass with 80%Re-train Team Member on missed questionsUpdate Passport upon completionAsk: Should we give the Test on the very first day of training or should we wait a couple of days? (Targeted Response: Wait until they practice a bit.)Give the Test Right guide to the team member after they’ve had a chance to practice the station for a while. Depending upon their skills, that may be a day or two…it could be longer. We want them to be sure they understand the tasks and so they are proficient on the station. That way they’ll have better chances of passing the test.Give the Test in written form…it can also be done verbally. The goal is the team member to pass with 100% proficiency. If they miss one or two, it’s OK…but any more than that, they should go back for more training and then re-test later on a different day.The test is an evaluation of the trainee…and the trainer. Remember that this is a measure of the trainer as well as the team member, so you want them to succeed the first time. If your trainees keep missing the same questions, ask yourself if there something that’s getting missed during the explanation and demonstration portion.The Team Member should pass with at least an 80%. If not, have them go back for more training on the areas they missed. They should re-take the entire test later so they can get certified on that station. Without passing the TestRight guide with a 100%, you won’t be able to update them as an “expert” on that station.15
29 Passports Fill in Name – (No Whiteout!) Welcome – pg. 1 Tracks Explanation - pg.2 & 3RTT Rating System – pg. 4How you will learn w/RTT – pg. 5RTT tools Explanation – pg. 6OrientationTracks(Hand a passport to each participant.)In the training process we want two things from our trainees: To know it and to do it. The Test Right guides will help you find out if they know it. The Passport will help you identify if they can do it – sometimes there’s a big difference. Let me share with you all the cool features of the passport.Fill in the team member’s name. (No whiting out over terminated team members…that looks crummy.) Better yet, have the team member fill their own name in…they should be taking control of their training anyway, right?On Page 1 - Read the WelcomeOn Pages 2 & 3 – Explain the different tracks.On Page 4 – Explain Ratings SystemOn Page 5 – How you will learn w/RTT. You will see it is says “How you will learn with RightTRACK Training.” This is a commitment by you, the trainer, that you’ll review all the necessary details for these trainees to be successful. (Review these bullet points.)On Page 6 – Lists the Different Training Aids16
30 Performance Checklists On the Inside:This Passport should be used during Orientation. Make it a part of the team members’ introduction to your restaurant and your standards. All anyone wants to know is what will be expected of them – now is your chance to tell them what their paid to do.Explain how the passport works in tracks. The more you follow the train tracks, the easier and faster you’ll get to your final destination. The first track is Broiler/Toaster.They key to the passport is the performance evaluation. This is an easy to follow checklist of everything the Team Member needs to know about the “Track.”Many managers make the mistake of checking off these boxes and certifying team members too quickly. It should take several days of working the station through busy meal periods before you’ve checked off all the boxes. Multiple, repeated consistent behavior is what we’re looking for. Working one time on Drive-thru over lunch does not equal an expert.
31 10 Passport Rules You Never Certify a Trainee on their First Day. Passports must be available and visible – keep them in a holder in the Training Café.The Team member must be observed at least 3 different times to be certified an Expert.At least one team member on each shift should be observed using the Performance Evaluation Checklist inside the passport.Test Scores must be written inside the passport after passing the test.What’s in the passport should match the proficiency chart.Passport introduction must be a part of orientation.The passports should be used to communicate performance expectations.Only check off the boxes and sign the checklist when you are 100% confident they can perform the tasks at “EXPERT” level proficiency.Passports should be followed up on by the RGM & the MUM.Review the 10 Passport Rules in detail and provide additional comments.When you’ve completed the performance evaluation, add the test score only after they’ve passed the TestRight guide. This keeps all the tools and information at your fingertips.Use a designated clipboard to keep your passport evaluation checklist nearby for updating. Remember that we want these to be out and used on every shift so your team members see you watching them and certifying them using the performance checklist.Think of the passport as a thermometer. Get calibrated with your entire management team on the proper use of the Passports. Take the temperature of your team using the Performance Evaluation Checklists. The last thing we want to do is to serve any of ours guests an undercooked burger and we can’t let under-trained team member serve your guests.The more you use the passports on every shift, the easier it will get. You’ll be looked at as consistent and fair because you’re looking for the same performance from everyone. In fact, they may say you’ve gotten tougher – which is a good thing!Don’t be afraid to keep your standards high…don’t check off the boxes till they get it 100% right. We’re talking about your credibility as a leader.
32 Re-Charged!BreakWhat Questions do you have on anything we’ve talked about so far?(If no questions, take a 5 minute break and meet everyone back in the kitchen for an activity.)
33 Kitchen Activity Then it’s YOUR Turn to train! Part 1 – Train the Restaurant TrainerRole Model the Training Tools/ProcessWill demonstrate how to prepare and train utilizing all the different toolsThen it’s YOUR Turn to train!Now that we have a good understanding of each of the different sections of the Right Track Training, let me show you how you’d put them to use.I’m going to demonstrate how to utilize all of the different tools in training someone on how to prepare a Whopper Sandwich or SEC Croissanwich’.Trainer notes below:Be sure to utilize all the training tools appropriately. Follow the TestRight Guide line by line. Explain to the participants what you’re doing.Be sure to Provide the WorkRight Guide and StationRight Guide. Let them look at it while you prepare the sandwich.Point to the easel binder as you explain sandwich preparation. Stand back, let them practice and give feedback.Utilize the TestRight guide and ask a question or two.Use your passport to evaluate them and give certification.Ask for questions?
34 Kitchen Activity Part 2 – Train Your Partner on different tasks Team 1 – Broiler & Double StackerTeam 2 – Original Chicken & French Fry CookingTeam 3 – Drinks & Front CounterOne 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 ToolsPrepare StationReview WorkRight, StationRight, & TestRight GuidesEach of you will do the same thing I just did. You’re going to act as a trainer and as a trainee. As a trainer, you’ll be training your partner a task using the RTT tools and the 4 step training method.Team One: Participant 1 = BroilerParticipant 2 = Double Stacker.Team Two: Participant 1 = Original ChickenParticipant 2 = French fry CookingTeam Three: Participant 1 = DrinksParticipant 2 = Front CounterI’m going to allow you 5 minutes to prepare and gather all RTT tools needed.Use the TrainRight Guide to review what you’ll be training and help you get your station ready. You don’t want to look un-prepared.Utilize the WorkRight, StationRight and TestRight guides.
35 RemindersUse 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 BinderGive them chance to practice & provide CRISPY feedbackUse TestRight Guide questions to quiz traineeGoal: 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.You’ll be taking your partner through the entire process from Preparation all the way to Follow-up.Be sure to use the TrainRight guide to direct you through the training process. If unsure what to do next, look it for guidance - It’s your trainer buddy.Reference the WorkRight guides in the Flip Easel binder as you explain and demonstrate the task and encourage the Team Member to use it while they practice.Give them a chance to “practice” and provide feedback.Be sure to use the TestRight guide to quiz the team member on those questions that are relevant to the task.The goal is to use the reference the materials, experience the process and see how easy RTT can be used to train on simple tasks.Keep the exercise fun, light and moving quickly. I’ll call time in 10 minutes to switch roles. I’ll float around and provide you feedback.
36 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?
37 Proficiency Chart “One-stop” Team Member tracking tool 7 Core Stations Used in different waysScheduling and positioning your teamsRecognition/Incentive toolProficiency Planning toolTake you on a “Re-Charged” journeyNow that you’ve seen how easy the RTT materials are to use and how much easier it should make your job, we’ve got just a few more things to review.We still have to document our actions on our Proficiency Chart and set some training goals for our restaurant. Let me share a few details around the use of the Proficiency Chart.The Proficiency Chart is a “one-stop” tool to keep track of how many stations each Team Member can work effectively. Your Proficiency Chart should list all the Team Members working in the restaurant. Whenever a new team member is hired, add them to the roster; whenever someone leaves, make sure to delete them or your overall proficiency won’t be correct.The chart measures how well your team is trained on the seven core stations. On the recharged version of the proficiency chart, we’ve also added tracks such as Orientation, Fresh and Ready and 12 Food Safety Criticals. I’ll demonstrate the Re-Charged chart in just a moment.The chart can be used in a bunch of different ways:Scheduling and positioning Team Members. This is especially helpful for newer managers or managers that may cover shifts in this restaurant. If the manager is not familiar with the strengths of the team, the Proficiency chart is a great tool to know where to place the aces.Use it as recognition/incentive tool. You can use the chart to develop an incentive or recognition program. When Team Members reach an “Expert” 3 rating on a station, they can receive a King’s Bling station award. I’ll tell you more about the King’s Bling Station Awards in just a few minutes.Plan your training based on the restaurant’s proficiency average. Every month, your restaurant should have a training goal to achieve. Without any training goals, then it’s tough to hold your managers accountable for developing their team members.
38 Re-Charged Proficiency Chart Let me take you on a journey through this new and improved Re-Charged Electronic Proficiency chart.Trainer’s Note: Open the Excel Re-Charged Proficiency Chart and review the features of the proficiency chart. Do this in your office or even better would be a laptop on the prep table. Demonstrate how to use all the features. Add several team members, change their certification levels and adjust your goal. Point out what changes on the screen.
39 Updating the Proficiency Chart By the end of every month so training & cross-training goals can be set for upcoming monthWhenever a team member is hired or terminatedWhen a team member is certified as a “3”After a TestRight Guide is passed with a 80%Notes:RGM has the final word on certificationManagers should not be on the chartDM an updated chart by 5th of every monthHere’s some more Proficiency Chart Helpful Hints on when to update your proficiency chart.The Chart should be updated:By the end of every month so training & cross-training goals can be set up for the upcoming month.When a team member is hired or terminated. . You can also downgrade their ratings and lose certification due to poor performance.Update it whenever team members are certified as an expert “3” rating in their passport performance evaluation. .Be sure to update it after the TestRight Guide is passed with an 80%.RGM has the final word on certification and so when they update the chart, be sure to hold the trainers accountable for their performance.Managers should not be on the chart as that will give you a false reading of your proficiency rating.the District Manager and/or the Operator an updated chart by the 5th day of each month to show progress towards goals.
40 Your Overall Proficiency Rating This is your Training Scorecard…A rating of5 or higher is Excellent4 – 4.9 is Good3 – 3.9 is Satisfactory2 – 2.9 is FairAnything less than a 2 is PoorDirect Correlation between Training and results.Your restaurant’s Overall Proficiency Rating is the reflection of how well you met your training goals. The better the rating…the more your team members should know.We’re going to use these Overall Proficiency Rating Categories to classify your team member training. Consider your Proficiency Rating as your “Training Scorecard.”A rating of 5 or higher would be in the Excellent Category.A rating of 4 – 4.9 is in the Good CategoryA rating of 3 – 3.9 is in the Satisfactory CategoryA rating of 2 – 2.9 is in the Fair CategoryAnything less than a 2 is in the Poor Category.There is a direct correlation between how well your team is trained and your restaurants’ results on OER’s, EcoSure Certifications, SOS and Sales & Profits. The better your team is trained, the better the scorecard.We’ve all experienced what it’s like to have a poorly trained team. It’s tough to make all our Profit Numbers and SOS without having people cross-trained. So the better cross-trained your team is, the easier your life will be.
41 Training Success Plan Linked with Proficiency Chart Weekly plan to ensure successCompleted by RGM & to MUM by the 5th of the monthUsed to Schedule Team TrainersPost next to Proficiency Chart in Training CaféUsed for new hire training and cross-training.Improves Trainer AccountabilityYou may get back and after re-evaluating your entire team, you may find that your proficiency rating is much lower than you had expected. Have faith…your team will get better. It just takes focused effort and a plan for improvement. This Training Success plan, if followed, will guarantee a better trained team. Let’s talk about how to create a great Training Success Plan. The Plan is directly linked with the electronic proficiency chart and broken out by weeks. If you break things down into simple steps, they are easier to achieve. You should complete this worksheet at the end of every month. Keep it updated throughout the month as you complete your training goals.Use it to map out to assign the stations they’ll be learning and the trainer that’s assigned to them. Match up the Training Success Plan with your schedules so you have the trainer and trainee working at the same time.Remember that you should have the team member work the station at least 3 times so you can certify them with a 100% certainty they can do the job correctly.Post your Training Success Plan right next to the proficiency chart so everyone knows what the training plans are for the month. This will keep your employees in the loop and get them excited about the next station they’ll be learning.This is also a great tool to keep your managers/trainers accountable for their training assignments. Keep track of their performance and their certifications – remember it’s all about delegation and follow-up. (If you want to be really sophisticated, go a step further and highlight the trainers and trainee’s names in similar colors and do the same thing on the schedules. This helps keep everyone’s eye focused on continuous improvement.)Use your Proficiency Chart and Training Success Plan to reach your goals…the more you update these, the better your results will be and the easier your job will get.Any questions on the Proficiency Chart or the Training Success Plan?
42 “King’s Bling” 12 Broiler Breakfast Specialty/Fries Main Boards Let me tell you about an exciting new program in the Mountain Division called King’s Bling. These King’s Bling Station Awards are given out when the team member has proved they can pass the TestRight guide and they’ve achieved 100% in the Passport Performance Evaluation checklist.There are 8 awards for the different stations.Broiler (include the icons here)Main BoardsSpecialty/FriesBreakfastFront Counter Guest ServiceDrive-Thru Guest ServiceFresh- n – Ready12 Critical Safety FactorsIt is so critical that you be consistent when you award these. Don’t just give ‘em out to anyone…even if they beg you for it. When people come in and see your team member with that station award, it means they are an “expert” on that station. The only person who should hand these out is the Restaurant General Manager. That way there is one person who has accountability for the station awards.Use your passport evaluation checklist to improve the skills of the team member. Don’t check off the boxes and mark them certified until they’ve completed training, worked the station for a couple of days, and passed the TestRight Guide. That way when they do get the award, it really means something.FC ServicePrep/Salads/Fresh n Ready12DT Service12 Criticals
43 King’s Bling Flowchart Team Member Receives Training:RTT tools utilizedTest Right Guide used to gauge readinessPassport Performance Evaluations completedTeam Member Certified as an “Expert – 3”Team Member is RGM Certified when:Passport is updatedProficiency chart is updatedTraining Success Plan updatedTeam Member receives station awardReview the King’s Bling Flow Chart.Skippy
44 King’s Bling Thoughts… Be Consistent.Use the Passport Evaluation Checklists as final certification before awarding BlingBe 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.All the team members will be watching you and hopefully wanting you to certify them on additional stations.Be sure before you hand these out that you are 100% confident they can do everything to standard…and do it consistently.If you’re not consistent and have differing standards, your team members will pick up on it and then the awards won’t mean anything to them….it’ll just be a sticker.They are now walking proficiency charts!!Have some fun with then and use them to celebrate success when they “graduate” into that station.
45 Celebrate Your Team’s Success! Have a graduation day on Fridays…Meet with your Management team to determine who will receive the King’s Bling for that week.Print out a 1-pager with the names & station of your King’s Bling certifications.Hang 1-Pager at your Training Café to recognize themCongratulate and hand out the King’s Bling on Friday’sStation Certificates are optional (Example on next slide.)Review Points on Slide
46 This certificate is awarded in recognition of Whopper Board Excellence Re-Charged!James BondCongratulations!You Have Achieved Excellence in deliveringHot and Fresh products to our Guests.Way to go!!Here’s an example of Station Certificate. Just fill in the team members name and print off on a color printer. Sign and date it with a fancy pen. There is one for each station in the Proficiency Chart/King’s Bling.Certified by_____________________________ Date_____Restaurant General Manager
47 Training Café It’s a Break room Make-Over! Right Track Training tools Recognition CenterRe-Charged Proficiency ChartTraining Success PlanFun Posters (stimulate thought)TV/DVD playerPour and Score Contest RulesCover the points on the slide.
51 The most important thing is the managers are proud of their spaces The most important thing is the managers are proud of their spaces. You can see the twinkle in their eyes as they showcase their Centers of Excellence. We want every restaurant to have a space similar to this so their team members can get inspired and challenged about learning more and performing better.
52 How do you recognize your team members & make work fun? Re-Charged!How do you recognize your team members & make work fun?What specific things are you doing in your restaurant to reward and recognize team members that go above and beyond? How do you make work and learning fun for your teams?Here’s a few ideas:Take their picture in front of the station they were certified in and then post their graduation picture on a bulletin board. Leave up the pictures for the entire month so people can enjoy their success.When the board fills up, write a short note of appreciation on the back of the photo. Sign it and give the picture to the team member as a recognition card as a reminder of how much you appreciate their work.Place the King’s Bling station award on the name badge …as if you were crowning a King. Make a big deal of it…gather some team members around and recognize one specific thing that makes this team member great on that station. Share this with everyone on your team and they’ll want to impress you too.Point out to supervisors, Franchisees or visitors newly certified team members. Brag on the team members and make them feel special.When you get a team member who’s earned all of the King’s Bling station awards, perhaps they get a bigger prize! (A raise in pay, Special day off, a special note from the franchisee, etc)Long-term team members become team trainers… team trainers become shift leaders…shift leaders become great managers. You can help these people with their careers by celebrating their successes and holding your standards high.
53 Next Steps… Ensure RTT materials are up to date Organize them into the Easel BindersCreate a Training Café that’s a fun, learning environmentInclude a Recognition BoardKeep your Proficiency Chart updated and currentCalculate Monthly Proficiency Ratings & Set Proficiency GoalsDevelop a Monthly Training Success PlanProficiency Chart and Plan to MUM by 5th of every month.Effectively execute Team Training SystemCelebrate Success by awarding “King’s Bling” Station Awards – Stickers and CertificatesHold a Managers Meeting right away!Now that you’ve had a chance to see the RightTRACK Training Re-Charged session, I hope you are energized to go back and make a difference in your restaurants. We’ve covered a lot of information in a short period of time, so let’s review your Next Steps. (Participant guide page 4.)Organize all your RTT tools.Check to make sure you have all the correct and updated material. Use the latest Table of Contents and check them piece by piece.Bundle all your TrainRight Guides together on one ring.Do the Same with your TestRight Guides.Organize the StationRight Guides and WorkRight Guides into 5 easel binders. (Available from OI or Office Max/Depot.)Set up your Training Center and Recognition board.Locate your Proficiency Chart and Training Success Plan near your passport holder.Put up a Recognition/Graduation cork board in the crew room or in a central location so everyone can see it. Have mini-crew meetings and share with everyone your plans for recognition. Start posting stuff right away.Put the RightTRACK training tools in a central location so the team members have access. Use them everyday!Update your Proficiency Chart and Training Success Plan MonthlyRe-evaluate everyone’s ratings with a critical eye using the Performance Evaluation Checklists inside the Passports.It may take you a while to retrain people and get your current staff re-certified on their stations. Take the time now and wipe the slate clean and start fresh.Use the Electronic Proficiency Chart to get your Current Proficiency Rating. After you’ve evaluated and updated your chart, set a realistic goal for the next month.Use your Proficiency chart to identify cross-training opportunities and create a Training Success Plan. Identify who’s responsible for the training and schedule accordingly.Follow-up to see that the training is done to your standards. Watch the trainee, ask them a couple of questions and provide feedback to your managers/trainers.Remember that by the 5th of every month, you should your updated Proficiency Chart/Training Success Plan to your District Manager. They’ll be reviewing it and following-up on your goals throughout the month.Give out the Station Awards.When your team members see that you value the work they do and sincerely appreciate their efforts, they’ll work hard for their King’s Bling.Be consistent with your evaluations and standards. Don’t give ‘em out like water cups…make your team members work for them. They they’ll mean something and be valued more if they are awarded for excellence vs. given out because you don’t have the time to go through all the details and certify them on the stations.Don’t be surprised if the Team Members start asking to be certified on new stations and tasks. Pace yourself – you can’t get every team member’s name badges filled in at once.Use your Training Success Planning sheets to help map out all the cross-training you’ll be doing.Implement at least one of the Rewards and Recognition ideas right away to help you improve employee retention and increase team member morale.Reach out for help and guidance.Have a Manager’s Meeting right away to get everyone on board with your plan. Share with them your vision for training and get them excited about your plan. Have your District Manager help you fill in the gaps and provide extra support if needed.Everyone is here to help you – especially the CRT’s and the MUM’s.BKC personnel can also be of assistance. Trainers, OTS’s, FBL’s – anyone is willing to help you be successful. Just ask.
54 A couple of questions…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?Ask the above questions to spark dialogue and ensure understanding of the program and initiative.
56 Final Thoughts…“You get the best from others not by lighting a fire beneath them…but by building a fire within them.”“You Get the Best from your employees not by lighting a fire beneath them, but by building a fire within them.”It’s up to you to create a restaurant culture that allows your team members a place to contribute and succeed. It is proven that happy, well-trained team members give our guests a happy dining experience. This is important because it’s proven that happy guests come back more often.My Challenge to you: Take the information shared today and create Happy Team Members and even Happier Guests!