Franchisees Benefit from Learning 2.0 at Zaxby's
The fast-casual restaurant chain uses a variety of training methods to create a more flexible, collaborative learning environment.
By Maya Norris, Managing Editor -- Chain Leader, 1/15/2009 8:54:00 AM
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A bulk of Zaxby's franchisee training program occurs at one of 15 franchised stores, where current franchisees train new franchisees. This allows them to learn from each other's experiences and network, which is a component of Learning 2.0, says Senior Director of Learning and Organizational Development Richard Fletcher. |
Athens, Ga.-based Zaxby's isn't hooked on one training tactic over another. Rather, the fast-casual chicken restaurant chain combines conventional and nontraditional training methods to create what it calls Learning 2.0.
Over the last two years, Zaxby's has developed a franchisee training program integrating classroom, on-the-job and Web-based training that allows trainees to learn at their own pace and creates a more collaborative, flexible learning environment. The company hopes the new training will meet the needs of the four generations in their franchise pool: veterans, baby boomers, Generation X and Millennials.
"The speed of knowledge is moving so fast that the old way of learning is just not going to work. And the second part is, the learner is so different now or there's more of them-more styles," says Richard Fletcher, senior director of learning and organizational development. "So as a department, you have to provide an even bigger variety of ways to teach than just classroom or computer-based training."
Training is divided into three sections. Franchisees go to Zaxby's headquarters for the first and last part of their training. They initially take three days of classroom training, where they learn about company culture and expectations. And before they open their stores, franchisees end their training with four days at headquarters to learn about Zaxby's support in areas such as marketing, research and development, and finance. Then they take a written and hands-on test.
Peer to Peer
The second part of the training occurs at one of 15 franchised stores, where current franchisees train new franchisees. This allows them to learn from each other's experiences and network, which is a component of Learning 2.0, Fletcher says. "It's better if a fellow owner talks to you than the franchisor because you tend to believe them more. They're your peer," he says. "And then there's also the possibility for coaching and mentoring."
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| Zaxby's franchisee training integrates classroom, on-the-job and Web-based training to allow trainees to learn at their own pace and create a more collaborative, flexible learning environment. |
Franchisees undergo about six weeks or 300 hours of training at the store. Training consists of reading manuals, taking interactive modules online and learning on the job. It covers front of the house, back of the house and management duties.
Self-Control
Zaxby's allows franchisees to adjust training based on schedules and prior restaurant experience. For example, franchisees may spend two weeks on front-of-the house training then take a break to attend pressing matters such as construction of their restaurant.
"We don't care so much about the order," Fletcher says. "But within six weeks they will have experienced all those varieties of things."
Another way that Zaxby's lets franchisees control the pace of their training is through its learning management system, which it calls Zaxby's Learning Center. Launched at the end of 2007, the Web-based system holds, delivers and tracks training content, and allows franchisees access any time. "In addition to classroom, you have the ability to put information somewhere where people can go find it," Fletcher says.
Zaxby's Learning Center houses the online courses, a library that includes job aids, discussion forums, and an administration center, which runs reports and keeps track of who is using Zaxby's Learning Center.
The discussion forums, or team rooms, are the latest addition. They allow franchise owners and district managers to post questions, comments and information such as podcasts, videos and PowerPoint presentations about the issues they are dealing with. For example, in the district-manager team room, some users have posted information about how they handle security for their stores and how to read a fax over a smartphone.
Although Zaxby's only has team rooms for franchise owners and district managers, the company plans to create team rooms for other employees such as general managers.
Continuing Education
Zaxby's also plans to enhance its online content to be more interactive. It is looking into developing optional modules that feature 3-D graphics, simulations and case studies. The company also recently created an online version of its operations manual that can be searched by key words.
"One of our core values is developing talent," Fletcher says. "I think our approach to learning and the systems that we're investing in prove that to be the case."
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