Learning Changes at Wendy

1
Learning Changes at Wendys Our Evolutionof
Field-Based Training

• Topics
• Fast Facts About Wendys
• Historical Approach to Training
• Evolving Approaches to Training
• Prioritization of Training Strategies
• E-Learning Strategy
• Critical Decisions
• Future State Needs
• Demos and Examples
• QA

• Coley OBrien
• National Director of Operations Training
• Wendys International

2
Fast Facts About Wendys and Training Team

• Wendys Restaurants
• 6,600 restaurants
• 20 Corporate / 80 Franchise
• 50k employees / 200k employees
• North America, Canada, International
• Celebrating our 40th Anniversary
• Corporate and Field Training Teams
• 7 Corporate Training Employees
• 2 Instructional Designers
• 1 E-Learning Developer
• 1 E-Learning Systems Specialist

3
Historical Approach to Training at Wendys
Trainer Explains,Trainee Listens
Trainee Explains,Trainer Listens

• Positional Training in Restaurants
• Target Audience Crew, Managers, Multi-Unit
  Operators, Corporate
• 4-Corner Training

EXPLAIN
1 3
2 4
TRAINER
TRAINEE
PERFORM
Trainer Performs,Trainee Watches
Trainee Performs,Trainer Watches
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Historical Approach to Training at Wendys

• Positional Training in Restaurants
• Target Audience Crew, Managers, Multi-Unit
  Operators, Corporate
• 4-Corner Training
• Crew Training Guides
• DVDs
• Visual Training Aids
• New Product Training Kits
• Operations Manual
• Manager Development Training

5
Evolving Approaches to Training at Wendys

• Positional Training in Restaurants
• E-Learning
• 4-Corner Training
• Online Operations Knowledgebase
• Manager Development Training
• Blended Solutions Approach

6
Prioritization of New Training Strategies
7
E-Learning Strategy Critical Decisions

• Why E-Learning?
• What new hardware / infrastructure was required
  in the restaurants?
• Did we need a formal LMS? LCMS?
• If yes, who should we partner with?
• What new internal and external resources would be
  required?
• What would our methodology be for developing
  courses?
• What new tools would we use?
• How would we approach testing and implementation?

8
E-Learning Strategy Managing the Change

• Challenges
• Establishing the Need and Elevator Speech
• Explaining and Justifying the Cost
• Company and Franchise Dynamics
• Establishing the Infrastructure
• Restaurant Environment
• Target Audience Tech Experience
• Previous E-Learning Failure
• 40 Years of Perceived Training Success
• Experience of Internal Resources

9
E-Learning Strategy Managing the Change

• Critical Success Factors
• Senior Leadership Support
• Active and Engaged Steering Committee
• Led by Operations (not IT, HRIS, HR)
• Diverse Cross-Functional Team
• Solid IT Partnership
• Frequent and Structured Communication
• Established and Maintained Clear Milestones,
  Timeframes and Expectations
• Identified and Developed Change Agents
• Sought Out Resistance

Strategic Filter
Technical Filter
End-User Filter
GenerateIdeas
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• coley_obrien_at_wendys.com