ILT and eLearning Curriculums for Franchise Restaurant Operations
Building operational consistency, growth, and profitability
CLIENT
National quick-serve restaurant (QSR) franchise organization
AUDIENCE
Frontline restaurant staff, crew trainers, shift managers, general managers, and franchise owners/operators across all franchise locations
CHALLENGE
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The Fragmentation: Eliminate the wide variation in training across franchise locations that created inconsistent operations and declining Google reviews
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The Learner Experience: Transform the existing frontline eLearning that lacked clarity, engagement, and essential content, and contributed to inconsistent execution in the restaurants
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The Capability Gap: Close the gaps in business and operational knowledge among franchisees and Franchise Business Consultants (FBCs) to enable more effective coaching and improved profitability
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The Growth Pressure: Support the CEO’s aggressive expansion and unit sales growth mandate while maintaining training execution quality and consistency
SOLUTION
I led a full redesign of frontline learning by rebuilding 12 foundational Articulate Rise eLearning courses and building three new ones to address critical content gaps.
I designed and built 3 role-specific curriculums for senior restaurant staff (crew trainers, shift managers, and general managers) including 18 eLearning courses, 2 on-site ILT programs, 3 trainer guides, and several evaluations.
For struggling franchisees, I created a 3-day ILT program focused on strengthening business acumen and operational decision-making. To ensure broader access, I built a 6-course eLearning curriculum for franchisees unable to attend in person.
I created a 1-year FBC Learner Journey, enabling FBCs to more effectively coach struggling locations and sustain performance improvements in the field.
RESULTS
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Over the 4-year partnership, the franchise expanded from 640 to 850 locations, a 33% growth
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The client’s Senior Director of Training highlighted the ILT program as a benchmark for future training design and delivery
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Training completion rates improved which led to higher consistency in operational execution within and across locations
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Average per-location gross sales increased by 5%, reflecting improved operational execution and overall franchise performance
ASSETS CREATED
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Design documents for eLearning and ILT curriculums
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Executive overviews of each curriculum
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Articulate Rise eLearning courses
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PowerPoints for 3-day franchisee ILT course
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Participant Journal and Handouts for 3-day franchisee ILT course
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Trainer Guides for each ILT course
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FBC Learner Journey plan
Samples of the Frontline eLearning Courses
Samples of the 3-Day Franchisee ILT PowerPoint
NOTE: The Facilitator SAY/DO instructions are included in the notes of the PowerPoint.
NOTE: The icons inside the grey bars indicate to the participants (and facilitator) when to expect an activity, discussion, or practice, and provides the participant guide page number when applicable.
Samples of the 3-Day Franchisee ILT Handouts
Samples of the FBC Learner Journey Plan
