How Yum! Brands Leverages Technology for Learning Success

Using LMS and Meeting solutions from Saba, YUM! Brands, in partnership with their global brands KFC, Pizza Hut and Taco Bell, has successfully rolled out training technology and learning programs to thousands of employees around the globe.

YUM! Brands CLO Rob Lauber and YUM! Brands Director of Learning Technologies Mary Woolf share how they've enabled the business for success by improving employee retention, accelerating product training and boosting customer satisfaction by following a “transformation at work” approach.

Organizations may be global, but people are local. That's why launching a new operation in a new country—whether it's a localized product, service or restaurant franchise—requires the right mixture of speed, efficiency and understanding of what's important to specific GEOs.

But how does an organization headquartered in one country ensure employee success overseas? By providing access to standardized training and virtual learning tools that help transform the way people and companies work.

1. LEARN
HOW WE
DID IT

2. Behind the Scenes of Yum! Brands’ Success:
Our Learning Technologies Journey
Rob Lauber, VP, Yum! University
Mary Woolf, Director, Learning Technologies

3. #CLOwebinar


Max Mihelich
Associate Editor
Chief Learning Officer Magazine
Behind the Scenes of Yum! Brands Global
Success

4. #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.

5. 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

6. 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

7. Our business challenge
circa 2007

8. 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. 9
We were behind the curve
• Inconsistently delivered

• Difficult to measure execution or impact

• Tracked locally / manually
• Traditional
• Leader led
• Paper Based

10. 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. 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. 12
System-wide / single-source
learning content repository
New Management of Company
Standards

13. 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

14. 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. 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. 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

17. 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. 18
Learning Zone At-a-Glance
Centra
(Virtual Classroom
Tools)
TestCraft
(Assessment /
Evaluations)
Content created in
AICC from the LCMS
Content created using
SCORM

19. 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
JanuaryFebruaryMarch April May June July AugustSeptemberOctoberNovemberDecember
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

20. Make Winning Together a Big Idea
through Course Reusability

21. •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

22. •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

23. 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

24. 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 we 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

25. 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 Y our 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 ( D ine-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
Y ou 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

26. 2008 2010
2009
• KFC launches
• Capability building efforts
begin via “bootcamps”
• YRI uses for meetings
• 1
st
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

27. Additional benefits

28. 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

28

29. What’s next for Yum!

30. 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

31. 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!

32. www.saba.com
Learn More
Click to visit www.Saba.com