Alan Lovelace

Director of Human Resources

RPM Pizza LLCSeptember 2008

Online training:

○ Web-hosted through Sysdine

○ Easily Customizable Content

○ More Knowledgeable and Confident Team Members

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Team Member Training Program

“New Team Members can support operations from Day 1.”

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Content on

○ Security and Integrity Measures

– Username/Password accessible

– Hierarchical structure

– Tracks Team Member usage and results• Allows for optional at home usage

○ Course Development & Management

– Courses can be made with PowerPoint

– Upload custom courses to website

– Easy to manage version control• Update once (unlike CD versions)

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Content on

○ Course Structure:

– Tutorial

– Review

– Exam

– Hands on Training

– Position Observation Checklist ( for Certifications)

– Date that the tutorial was completed

– Date that the exam was completed

– Date that the Certification was completed

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Web-Hosted by

○ New User Administration– Assign Log In and

enter personal information

– Assign Job

– Course Assignment• Automatically based

on Job, or

• Manually

○ Team Member is ready for training– Will only let you take

them in order

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Training Tracks by Job

NTO

Itemization

Hospitality

Labeling & Packaging

Advance Hospitality

Ordertaking

CSR TrainingCSR Training

CSR Certification

Additional CSR Training

$0.10 - Dough

$0.05 - Sauce/Cost & Oven

$0.05 - Prep & Clean/Sanitize

NTO

Itemization

Hospitality

Labeling & Packaging

Advance Hospitality

Ordertaking

Driver TrainingDriver Training

Driver Certification

Additional Driver Training

Dough - $0.15

Sauce/Cost & Oven - $0.10

Prep & Clean/Sanitize - $0.10

CSR Certification - $0.10

Driver Safety and Training

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Training Program Checklist

○ Tasks broke down by:– Job– Day– Hour

o Working Independently– CSRs on Day 3– Drivers on Day 4

○ Position Certification– Position Observation

Checklist complete within 4 weeks of Day 1.

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Training and Coaching

○ Training Managers vary depending on the store’s needs:– Driver Team Leader– CSR Team Leader– Assistant Managers– Managers

○ Train the Trainer– Training and Coaching Course

• Teaches difference in Training and Coaching

• Teaches why Coaching is critical in this process

• Tutorial, Review, and Exam

• Certification

Questions on Team Member Training Program?

Resources

○ Operational Sharing from RPM Pizza, LLC

– Guidelines for New Team Member Training in Sysdine

– POCs for CSR and Driver

○ www.sysdine.com Company that hosts our e-learning solutions

○ www.articulate.com/rapid-elearning/ Tips on making e-learning courses

○ Non-Designer's Design Book, The (3rd Edition) (Paperback) by Robin Williams (Author) Quick study for powerful design techniques

3 Prong Approach to Labor:

○ Labor Scheduler

○ Vital Signs

○ Labor Variance Report

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Pulse Labor Manager

“Use the tools. Use your experience. Focus on hours.”

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Labor Scheduler

Challenges and Solutions

○ Focus: Looking at Labor Hours not Percent

– Align incentives to the new Labor Hour paradigm

○ Tool: Using new (computer-based) tools

– Hands-on, high support training for tech-resistant GMs

○ Accuracy: Seasoned GMs who don’t agree with Pulse’s projections

– Show them how to change it, but follow up on outcomes.

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Vital Signs

○ Obstacles– Being able to read the tables– Understanding the time relationships– Confidence in accuracy of data

○ Solutions– Set a system-wide standard for Vital

Signs windows– Created training that explained each

window combined with an interpretation exercise

– Encouraged Team Member to use portions of windows that we know are correct

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Labor Variance Report

○ Needs– Knowledge

• How to get to report

• How to read report

• How to drill down on report

– Confidence

○ Solutions– Training at District Manager

Conference– Training at Manager’s

Conference• Explanations of processes

• Interactive assignment

Questions on Team Member Training Program?

Resources

○ Operational Sharing from RPM Pizza, LLC

– Pulse Labor Scheduler Training

• Labor Scheduler Breakout

• Vital Signs Breakout

• Labor Variance Report Breakout

○ Part of Team Member Training Program

○ Certifiers must be certified on Training and Coaching and on Driving

○ Takes place within 4 weeks after hire.

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Driver Certification

“All drivers can answer phones and deliver pizzas.”

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Driver Certification

○ Training Drivers (Hands-on):–Day 1-3: Itemize, Label & Package, Take

Orders–Day 4: Driver Training & Delivery– Interim: On-the-job experience–Week 4: Certification due within 4 weeks

○ Train the Trainer – 2 Certifications–Training and Coaching Certification

• Teaches difference in Training and Coaching and why coaching is critical

• Team Member must demonstrate skills

–Driver Certification• Teaches safety, quality checks, HTA, process, and

hospitality standards

• Team Member must demonstrate skills

Questions on Driver Certification?

Resources

○ Operation Sharing from RPM Pizza, LLC.

– Driver POC