Part 2 of our Training series reveals how QSRs have adopted online training to satisfying results.
Advancements in Internet technology have enabled QSRs such as KFC, Baskin-Robbins and Retail Food Group (RFG) to run training programs via the Web, and wonder why they took so long to do so. All three brands report that eTraining has helped their organization deliver training despite geographical and logistical barriers.
“Technology is allowing KFC to deliver eLearning tools to our employees. We have a world-class eLearning tool which ensures we deliver training to all employees in a consistent and timely manner,” said Rob Phipps, Chief People Officer at KFC Australia.
KFC eLearning modules impart the basic policies and processes. But more importantly, the modules try to teach soft and hard skills critical for staff success. “We believe in teaching leadership tools and broadening skills at every level so employees can inspire and drive breakthrough performance in themselves and others,” said Phipps.
A similar digital training trend has taken hold at Baskin-Robbins Australia, with the brand running a full online university complete with programs for top executives all the way down to frontline staff. Compared to traditional physical training methods, the online university has proven to be more accessible and effective.
“Technology is definitely changing the way that training is being deployed, for us with our online university in particular. It provides broader levels of access to knowledge and development, as it gives team members across all levels of our organisation the opportunity to use training materials at times which are convenient to them. It has proved to be a very powerful educational tool,” said Julian Casa, National Marketing Manager at Baskin-Robbins Australia.
At RFG, a wide array of communication technology aligns the whole brand continuously. “The use of intranets, online videos, phone technology etc, allows us to keep in touch with our growing franchisee base - without them leaving the store or home,” said Faith Manning, National Sales and Leasing Coordination Manager at RFG.
Manning said that its eTraining program has also reinvigorated its veteran franchisees that are now kept up-to-speed with the latest industry developments that could help their business perform better.
“Technology allows RFG to reach franchisees and their Team across Australia and ensure training continues past the initial franchisee training. This means our more experienced business leader franchisees are kept in the loop with new developments - including new product developments and changes to business processes, along with external developments they need to be aware of such as national marketing collateral training, industrial updates health and safety government regulations.”
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