CFA 2016 Conference - Just-in-time Training

JustJust-Just-inin-ininin-time Training

Notice

The opinions or viewpoints expressed in this presentation do not necessarily reflect those of the Canadian Franchise Association (CFA).

Your Presenters

John John FeliceJohn John FeliceFeliceVP, Franchise OperationsVP, Franchise OperationsVP, Franchise Operations

Expedia VP, Franchise OperationsVP, Franchise OperationsVP, Franchise OperationsVP, Franchise OperationsVP, Franchise Operations

Expedia Expedia CruiseShipCenters

Dan BelhassenDan BelhassenFounder & PresidentFounder & President

SmarterU.com

About SmarterU

SmarterUA Training Automation Company

Dan BelhassenFounder & President

Online Learning

Curriculum Building

Course Design

A Training Automation Company

Training is about profit

Training Training should should be Training Training focused on

should should should be be should should focused on focused on PROFIT

10 Design Principles

1. Love the listicle2. Only include relevant graphics3. Use animations to demonstrate

procedures; use stills to illustrate processes

4. Integrate text with graphics5. Personalize the content

6. Break content into small topic chunks

7. If using narration, don’t also include all the text

8. Provide several diverse examples of a solution

9. Intersperse job-relevant practice questions throughout material

10. Provide immediate feedback

Is This You?Is This You?

! Awesome initial training for franchisee

! Franchisee pumped, takes great care in training first few employees

! 2 years later, each employee is being trained “on the job” by the previous person hired?

So…What is Training?So…What is Training?

“The more you sweat in training, the less you bleed on the

battlefield.”

!! Unexpected Unexpected situations!

Unexpected Unexpected !! Rush

Unexpected Unexpected Unexpected Rush Rush periods

!periodsperiods

!! When behaviours need to be ! When behaviours need to be When behaviours need to be “automatic” “automatic” “automatic” (like muscle memory)

When Does it Matter Most?

Building A Training CultureBuilding A Training CultureBuilding A Training Culture

The sad truth about trainingThe sad truth about training:No

The sad truth about trainingThe sad truth about trainingThe sad truth about trainingThe sad truth about trainingThe sad truth about trainingNo No one that is in your organizations No No one that is in your organizations one that is in your organizations one that is in your organizations one that is in your organizations

for more than a year will want for more than a year will want for more than a year will want (

for more than a year will want for more than a year will want for more than a year will want for more than a year will want for more than a year will want for more than a year will want for more than a year will want ((or think they need)

for more than a year will want for more than a year will want for more than a year will want for more than a year will want for more than a year will want for more than a year will want or think they need) or think they need) training

Building A Training CultureBuilding A Training Culture

The solution?

!! Create a culture of Create a culture of Create a culture of continuous trainingcontinuous training!

continuous trainingcontinuous training! Set expectations!

Set expectationsSet expectationsSet expectations!!! Track against metrics!

Track against metricsTrack against metricsTrack against metrics!!! Link to outcomes

Structured TrainingStructured Training

! A key component to a training A key component to a training culture

!cultureNo secret sauce

!No secret sauceJust about developing a training Just about developing a training plan, and implementing plan, and implementing automation

Certifications Matter

Certifications Matter

Step 1: Identify Roles

Sample System: Bill’s Burgers

Step2: Identify & Map Competencies!"#$%&' !(() *'%+& ,$'- .-/&'+%#('

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Step 3: Identify Learning Outcomes

Processing Sales!Learner will be able to perform a

basic sale transaction!Learner will be able to perform a

basic refund transaction!Learner will be able to void and

restart an order!Learner will be able to advise the

customer of a declined transaction

Food Safety!Learner will be able to identify

product expiry date

!Learner will be able to demonstrate proper hand washing

!Learner will be able to demonstrate proper 3 sink washing technique

Step4: Develop Courses based Step4: Develop Courses based on Outcomes

POS Skills1. POS Skills: Basic Sales2. POS Skills: Start and End of Day3. POS Skills: Advanced Transactions

Step 5: Create Certifications!"#$%&'

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Certified Cashier! POS Skills! Cashing out / EOD! Violence & Harassment

Prevention

Step 6: Automate with a LMS

Step 7: Integrate SystemStep 7: Integrate System-Step 7: Integrate System-wide

People Considerations! How will you roll out?! How will you drive engagement?! How will you have each supervisory

level engaged?! How will you handle non-compliance?! How will you integrate with day-to-day

performance reviews?! How will you integrate with structured

performance reviews?! How will you incentivize completion?

System & Content Considerations

! How will you keep content updated?! How will you handle BYOD?! How will you distributed updated

content, and when is it enough to re-train?! How will you correlate training with

performance outcomes?

ECSC’s Certification Program

John John FeliceJohn John FeliceFeliceVP, Franchise OperationsVP, Franchise OperationsVP, Franchise OperationsExpedia VP, Franchise OperationsVP, Franchise OperationsVP, Franchise OperationsVP, Franchise OperationsExpedia Expedia CruiseShipCenters

Questions?

dcb@smarteru.com