LEARN

HOW WE

DID IT

Behind the Scenes of Yum! Brands’ Success: Our Learning Technologies Journey

Rob Lauber, VP, Yum! University

Mary Woolf, Director, Learning Technologies

#CLOwebinar

Max Mihelich

Associate Editor

Chief Learning Officer Magazine

Behind the Scenes of Yum! Brands Global Success

#CLOwebinar

Rob Lauber

Vice President, Yum! University

Yum! Brands, Inc.

This Presentation Was Compiled By:

Mary Woolf

Director of Learning Technologies

YUM! University at YUM! Brands, Inc.

About Yum! Brands

5

We are the world’s largest restaurant company 40,000+ restaurants

120+ countries

1.5+ million employees in the system

We have five divisions

India

China

KFC

Pizza Hut

Taco Bell

Be the Defining Global Company that Feeds the World

People Culture: • Famous recognition culture where everyone counts. • People Capability First…..satisfied customers and profitability will follow. Build Dynamic and Vibrant Brands: • Operational Excellence is our foundation. • Customer Mania comes alive in every customers in every restaurant. A Company with a Huge Heart: • Truly care about the world and our impact. • Save lives with the World Food Programme

– Visit www.hungtertohope.com

Our business challenge circa 2007

8

How do we:

Drive greater accountability and visibility for the execution of training programs?

Step change learning and development to create engaging programs that deliver consistency and have “pull”?

Ensure that training efforts help the business grow?

Leverage technology to improve efficiency and reach?

Make sharing of knowledge more easily accessible to everyone?

9

We were behind the curve

• Inconsistently delivered

• Difficult to measure execution or impact

• Tracked locally / manually

• Traditional

• Leader led

• Paper Based

Our business challenge

To enable learning to be delivered into restaurants globally with greater consistency, speed, and efficiency.

To simplify the administrative side of accessing learning and sharing

knowledge at all levels

Brands are waiting for it and are frustrated with their inability to track

training and manage content efficiently

• Compliance demands create the need for efficiency in delivery and

tracking

• We are behind the curve: Competitors are already doing it on a global

scale

11

Leader’s Guides

Procedure Summaries

Standards pages

Procedures

Job Aids Learning Aids

Workbooks

Videos

Assessments

Quizzes

Checklists

C.H.A.M.P.S. Check

Forms

Native content typically resides in the possession of many individuals

Content is re-created to produce many different tools

2007 Management of Company Standards

12

System-wide / single-source learning content repository

New Management of Company Standards

Why focus on learning technologies?

The new infrastructure enables profound

changes:

What we deliver

How we deliver

Where we deliver

Global collaboration and re-use becomes a reality

Significant benefits

14

• From an online learning perspective: – Increase consistency of the training content delivered to employees – Time savings for everyone – Engage employees through interesting and interactive design – Reduced costs – Online testing and certification

• From a Learning management perspective:

– RGMs have increased visibility of reports, making it easier to manage their team’s training

• From a communications perspective: – Enhanced speed of communications – Fully interactive virtual meeting capability

• As well as impact on turnover, time to market for products and customer satisfaction

measures

15

Learning Technologies Objectives

• Single-point, one-system access to all formal learning activities

• Improved efficiencies and effectiveness in training and communication

• Improved access to up-to-date Company standards

• Accurate, real time data to track training activities down to Team Member level

16

Our Guiding Principles

• Leverage the scale of Yum! to enable lowest aggregate investment possible.

• Provide a one-system global solution.

• Enable brand differentiation in approach, content and look and feel.

• Adapt to Market priorities when rolling out

Journey Overview

2008

• Paper-based training materials

• Binders of information in manager offices

2009

• Low sophisticated e learning modules

• Online standards

2010

• Improved sophistication of e learning modules

• Beginning use of virtual classrooms

2011

• Streamlining of training in stores

• Shift toward performance support concept

2012

• Focus on blended “learning tools” – social/portal

• Introduction of video streaming tools

• Providing impactful/ less costly elearning

18

Learning Zone At-a-Glance

Centra (Virtual Classroom Tools)

TestCraft (Assessment / Evaluations)

Content created in AICC from the LCMS

Content created using SCORM

Course completions

819,089 828,935

1,081,522 1,037,635

939,943

588,433

812,549

972,737 903,444

1,038,225

1,150,458

973,003

516,339 526,057 598,444 603,299

525,944

690,002 691,419 661,207

749,712 758,057 694,077

617,836

338,728 297,373

449,575 432,225 469,116

418,984 483,807

561,691 522,768 499,678 505,146 491,651

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

January February March April May June July August September October November December

2013

2012

2011

• 30,000 Restaurants connected to one LMS • 23.5M courses completed since 2010 • 30,500 courses per day, 21 courses per minute • Best year ever in 2013, averaging nearly 1M course completions per month

Make Winning Together a Big Idea through Course Reusability

• Minimal certifications – Food Safety

• Hundreds of Curriculum – New Hire/Onboarding

Training – Incumbent Training – Leadership Development – Culture

• Thousands of Courses – New Product Training – Technical skills – Functional Leadership

• HR • Finance • Operations

Content. . .

21

• XML / Flash Templates

• Incredibly simple to localize

• Being reused across the world

Our International Approach

• Dramatically accelerate the deployment

• Reinforce consistency in approach and execution

• “Instant capability” in emerging markets

TEAM MEMBER

SHIFT SUPERVISOR

ARGM

RGM

AREA COACH

TRAINING RGM

TEAM MEMBER TRAINER

Ops Training Continuum

SARGM

Leading a

Shift

Leading A

Restaurant 1

Leading A

Restaurant 2

leading

Multiple

Restaurants

Team member

Training

Day

1

Restaurant Basics

» RGM Welcome

» Orientation

» Training Ov erv iew

» Intro to Restaurant

» Intro Follow-up

» Food Saf ety

» Food Saf ety Walk-thru

» Health and Saf ety

» Health and Saf ety Walk-thru

» HWWT²

» Putting it all Together

» Check in

Total

30 min

50 min

20 min

20 min

10 min

30 min

10 min

50 min

10 min

20 min

10 min

10 min

4 Hrs 30 Mins

Day

2 » Welcome

» Menu Introduction

» Menu Knowledge

» Walk-thru BOH

» Food Saf ety (Chicken)

» Food Saf ety (Chicken) Observ ation

» Breading and Racking

» Cook Practice

» Chicken Mastery Quality

» Cook Practice

» Check in

Total

5 min

15 min

30 min

20 min

10 min

10 min

30 min

50 min

15 min

45 min

10 min

4 Hrs

Day

4

» BOH Practice

» Check in

Total

3:50 hrs

10 min

4 Hrs

Day

3 » Welcome

» Oil Management

» Oil Management Demonstration

» Def rost Procedures

» Cook Practice

» Check in

» Cook Practice

» Check in

Total

5 min

15 min

15 min

10 min

90 min

10 min

85 min

10 min

4 Hrs

Day

5-8 » BOH Practice

» Skills Assessment

» Knowledge Assessment

Total

2:30 hrs

60 min

30 min

16 Hrs

At KFC w e want to make sure you succeed in your role and you have FUN doing it! Training is a very important

part of your work experience and starts from the moment you w alk in the door of our restaurant. Not only w ill you

learn important skills to help you perform your job, but you w ill also build know-how in teamw ork, communication and

leadership.

Your journey will involve everything from e-learning modules to hands-on experience and time with your trainer. Remember, your restaurant team is here to support you at any time in the process. Everyone w ants you to succeed!

Good luck and have fun as you start on your journey w ith KFC.

Team Member Training – Back of the House

OJT / Practice / Job Aids Coaching E-Learning / Online

Key Milestones Restaurant Basics must be

completed in14 day s of hiring

Days

1 Days

8 Trained in a primary job

f unction within 30 day s

Days

X Cross trained in a secondary

job f unction within X day s

It Starts

With ME!

» In the customer’s shoes

» Area Coach / Region Coach

Welcome

» Orientation

» Introduction to Leading a Shif t

» Intro to Running Great Shif ts

» Success Routines

» Coaching Your Team

» Knowledge Check

120 min

30 min

60 min

20 min

15 min

60 min

30 min

20 min

Customer

Area

» Direct Customer Serv ice

» Check on Satisf action

» Saf ety and Security

» Health & Saf ety Assessment

» Knowledge Check

» Check-in

» Lead the Customer Area

30 min

180 min

30 min

60 min

20 min

20 min

240 min

» Crisis Management

» Intro to Inv entory

» CER

» Balanced Scorecard

» Running Great Restaurants: DO

» Open and Shif t Change

» Knowledge Check

» Check In

» Open, Shif t Change, and Close

30 min

30 min

30

min

60 min

30 min

30 min

20 min

10 min

32 hours

The

Office » Speed with Serv ice

» Speed Checks

» Cash Control

» Knowledge Check

» Lead the Serv ice Area

» Lead the Dining Room (Dine-in Only)

30 min

90 min

60 min

20 min

8 hours

8 hours

Point of

Service

» HR Basics

» Local Practice Basics

» Knowledge Check

» Check-in

» Lead y our Team

30 min

55 min

20 min

10 min

240 min

My

Team

Back of the House

» Direct Product Quality

» Food Saf ety Check

» Product Planning

» Knowledge Check

» Check-in

» Lead the BOH

30 min

60 min

30 min

20 min

40 min

8 hours

» Putting it all Together (Simulation)

» Online Certif ication Assessment

» On–the-Job Assessment

30 min

30 min

8 hours

Certification

Leading a Shift

This is your map to success! Audio / Video OJT / Practice / Job Aids* Coaching E-Learning / Online

You must complete the

Leading A Shif t pre-

assessment bef ore

beginning this program

PRE- ASSESSMENT

1

2 3

4 5

6 7

1 2 3

4 5 6 7

*This program is Learner-Led. All OJTs should be conducted

2008 2010

2009

• KFC launches • Capability building efforts

begin via “bootcamps” • YRI uses for meetings

• 1st global webinar • Added telephony • International usage reaches 16

countries • Added capacity

• CEO uses for TPWY follow up • further added capacity for self-service

meetings & collaboration • Usage expands to 25 countries

Virtual Classrooms make a big system smaller

2011

2012

• CEO uses for quarterly all system meetings

• 15,000+ sessions held • Monthly sessions with more than 450

users commonplace • Participants in more than 75 countries

2013 • Significant upgrade • Further integration with

desktop tools and mobile devices

Additional benefits

Benefits

• Implementing these technologies…

– Created a global collaboration effort - we are no longer working in silos

– Developed people in the Learning & development space

– Is supporting our goal of becoming an employer of choice in many countries

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What’s next for Yum!

Our Future!

• Complete roll out of Learning Zone to remaining

international markets.

• Design and develop global programs to support

continuous employee growth and development.

• Leverage technology developments to

integrate key systems and drive continued

business growth.

• Understand how social and mobile learning

can be integrated as part of our blended

solutions

5 years from now

Employees will celebrate completion of

Accredited training and development programs

Learning and Development programs will

support local and international career

opportunities

Blended Learning solutions will support

continued global business growth

Delivering time and cost savings

Where will technology advancements take the

possibilities of Learning and Development…we will

see!

www.saba.com

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