Challenge
The client—a quick service restaurant (QSR)—was interested in developing a new learning & development (L&D) curriculum for their operations consultants.
Since many operations consultants come from outside the company, they often have skills and competency gaps that must be filled. The new learning program was intended to help consultants develop foundational skills that will help them drive continuous restaurant improvements and performance while ensuring a great customer experience.
In particular, the program was designed to help consultants:
- Build the skills and confidence to consult for long-term sustained growth by establishing themselves as a trusted business partner.
- Leverage data fluency to identify root cause opportunities and key business growth and improvement areas.
- Coach, support, and guide others to effectively grow the business for long-term growth.
- Prioritize what matters most to the business through effective time management and prioritization of resources.
- Acquire the critical leadership and functional knowledge and skills to lead and influence a franchisee or group of restaurants.
Solution
GP Strategies designed a six-month journey that helps new operations consultants develop the skills and knowledge needed to effectively consult owner-operators and restaurants to drive continuous growth and run great restaurants. The program includes a combination of different learning methods, including digital on-demand learning, simulation, on-the-job support, coaching, and instructor-led training (ILT). Several digital assets were used to help bring the learning alive, including case studies, consultant interviews, micro-learnings, and videos.
The ILT sessions provide structured, immersive experiences for learners to explore specialized topics, and the simulation and on-the-job tasks enable learners to apply what they’ve learned to real-world situations.
The program was well-received and will continue with regularly scheduled updates to ensure it remains up-to-date and relevant.
Results
- Net Promoter Score (NPS) of 85—a score of 80 or higher is considered “world-class”
- 96.8% of digital learners strongly agree that the learning experience empowered them to grow as leaders
This program has been honored with three 2024 HCM Excellence Awards by the Brandon Hall Group: Gold Award for Best Use of Blended Learning, Gold Award for Best Use of Games or Simulations for Learning, and Silver Award for Best Custom Content.
