RFG, KFC and Baskin-Robbins Reveal Training Innovations in 2012 and Beyond

From online training to continuing education, see what training innovations are gaining traction in the Australian QSR industry.

In our year-end interviews with three QSR’s, we discovered that training is still viewed as an important investment. But for each QSR, the focus is wildly different. Some are upgading existing training methods to boost staff service quality, while others are bent on improving franchise operations efficiency.

Training Goes Online…

Over at ice cream chain Baskin-Robbins Australia, for example, online training has become a core medium for staff instruction. “We have an online university which makes training material available to all levels of our organisation, from the franchise partners down to team members. We have received great feedback about the effectiveness of this as a training tool,” said Julian Casa, National Marketing Manager at Baskin-Robbins Australia.

For Faith Manning, National Sales and Leasing Coordination Manager at franchise brand manager Retail Food Group (RFG), online training is one of the many new solutions that have come with better communications technology. “We are seeing a lot more investment in training and how it is delivered. The innovation the segment is seeing includes use of technology to overcome geographic and staffing hurdles, such as the use of online training.”

…But Physical Training Facilities Still Valuable

Despite the rise of online training, Baskin-Robbins still runs a centralized brick-and-mortar training center specifically for critical franchise instruction. This saves on cost and ensures cohesive training across the franchise brand.

“For our new franchise partners, we've successfully implemented a streamlined training program, which takes place in our Training Centre within our Franchise Support Centre in Brisbane. This allows our franchise partners to receive consistent messaging and a structured training process - every franchise partner is trained in exactly the same way, in a replica of the restaurant they are about to open,” said Baskin-Robbins’s Casa.

Food safety training is also a continuing concern for Baskin-Robbins to meet ever-stringent Australian health regulations on food sourcing, preparation and handling. “We have also been doing a lot of work on a food safety training program for all franchise partners. This involves a third party performing quality assurance, with a food safety expert visiting each of our restaurants and training our franchise partners on food safety compliance and operational standards,” added Casa.

Baskin-Robbins is aiming for a so-called “100% consistency” in standards across its restaurants, and the the physical facility it provides helps them work towards that goal by providing steamlined and structured training.

The same goes for RFG whose training simulation facility receives steady investment. “Probably the most useful "innovation" has been a "back to basics" approach. For RFG, this has meant investing in a hands-on 'simulated store' training facility. This gives franchisees real experience in a store environment so they can experience the pressures and challenges. By ensuring training integrates "real life" practical training, as well as theory, ensures trainees receive a balanced foundation,” said RFG’s Manning.

“By ensuring franchisees are as equipped and prepared as possible has proven invaluable in ensuring their business success and minimising issues, such as compliance,” added Manning.

RFG feels that such real-world training can help franchisees cope in a fast-changing and increasingly competitive retail environment.

Continuing Education

Even as staff training and incentives begin to weigh heavy on QSRs looking to cut costs, one area that seems to be expanding rather than contracting is continuing education. At KFC Australia alone, the firm has extended continuing education support to around 500 employees through its Education Assistance and Masters of Retail Management Programmes.

“Increasingly, more and more QSRs are acknowledging the need to provide continued opportunities for learning and development that are more relevant to the retail and hospitality industry,” noted Rob Phipps, Chief People Officer at KFC Australia.

“Our people have the chance to complete our exclusive Master of Retail Management, a Master of Business Administration (MBA) program developed specifically for Yum! Restaurants in partnership with the University of Wollongong’s Sydney Business School. Ten graduate employees in Sydney, Melbourne and Adelaide have completed the MBA so far, helping them develop strategies for dealing with issues unique to the retail sector.

“KFC also has an Education Assistance Program for continued tertiary study for approved courses. Assistance may help cover course expenses such as Higher Education Contribution Scheme (HECS) fees or non-HECS courses, text books, study or examination leave. We also cover the costs for employees to complete a Certificate IV in Retail Services,” added Phipps.

Continuing education fits in with the main training goals of KFC, which include building employee careers and providing them with a fair and flexible workplace.