Transcript THE VISION - Spur Corporation

Training & Learning:
VISION:
Company Growth – 10 years
The best place to work
MISSION: Provide easily accessible/ user friendly
learning & testing tools
“Create People with a taste for life”
Strategy: 2007 to 2010
3. Continuous improvement &
Measure growth:
•Financial
•Staff retention
•Qualified personnel
1. HR,IR & assess skills
Create healthy legal company
policy & practices
•Labour W/shops, implement BCEA / BC
•Assess knowledge & skills levels in company
•User friendly PA for managers
2. Fill Gaps
•Provide Basic Mgmt Training
Rout Map & Tools
Development Opportunity:
3. Store’s Responsibility:
***
•Provide trainers & coaches
•Utilize standard info
•Use or set up learning stations
•Train, assess, measure
performance
•Up skill current personal
•Support learning completed
Ensure ‘qualified’ persons
hold positions
S
N
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O
P
1. Providing Tools to access
learning:
• E-learning & testing
• Partner E-programmes
• USB – mgmt leadership
• Sun Tzu – strategic buss mgmt
• ’Assessment tools & process
• Training ‘Trainers’
Managers
Waiters
Career path plan
2. Access info:
A.M – Managers training progress tool
E-portal –Information, tests & results
Training Dept - workshops
Career Path for Spur Corp/
Restaurant Employees
Hero
Achieved through:
1.Performance
appraisals
2. Tests – E-portal
3. Prac Assessments
Owner
Area Manager
Senior Manager
BOH
BOH
Zero
Production Staff
Middle Manager
Supervisor
Generic Worker
FOH
FOH
Waiter
E-Learning Development Process:
…….Pilot Phase 1
March 07 to August 07
Develop
basic:
•Multi-choice
exams/menu
•Programmes
Develop
Interim Website:
•
E-exams & results
• US programmes
•On Job Coaching
•Stock
•Numerical skills
Test E-vendor:
Install 80 PCs
TC & T. stores
August 07
•ADSL
connections
Website
E-Trial
processes
• Collect
results
End Phase 1
Franchisee access to E- Portal
.
Store purchase PC /
Laptop
Contact E-department
•Load info & tests onto
system
Register & log
On to E-site
Printer
ASDL/ISDN
connection
Marked electronically
Upload results
auto to
LMS
Mgmrs & staff:
•Complete Exams
All managers to write basic exams periodically
• Access to laptops: Area managers / Training Centers
E-cost to E-franchisee
If you sell an extra 19 bottles of wine……OR
If you drink 57 less tequilas………OR
1 less dinner out with your lover
u can afford E-connection
E-Costs:
 Leasing a laptop
 LMS support
 Hardware support
Set Up Total
 Insurance
 ADSL/ISDN connection
Cost per month
R200
R 75
R 75
R350
R 20 (all risk)
R 200
R220
Sun Tzu
Duration: 3 days (3 night)
Cost:
R3 500
Includes:
3 meals a day, accommodation,
refreshments, activities, workbooks
What’s it about?
Strategic management: leading teams, dealing with
outside influences, analyzing your teams strengths &
weaknesses, developing strategies to succeed in the
business world today.
Activities: surviving in deepest darkest Africa: all
activities are aligned to survival & war tactics – you
will have to discover the rest when u arrive!
Mix: Survivor & the Apprentice principles
Management Trainers
All stores to ensure there is a Snr Manager in charge of
Management Training:
 Programme content: A to Z of Training Managers
 7 week basic skills programme for new managers
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Easily altered for existing managers
 Coaching, assessments & feedback skills
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Food handling, Production, Hygiene (staff prog)
Service & Customer Care
Mgmt Procedures
Stock Controls
Financials & Admin
3 days intense HQ programme – why?
 Practical assessments, standards & feedback & coaching
skills
 Full Training Pack, including workbooks available from
T.D @ R350
Waiter Trainers
 All stores to ensure Manager in responsible
for Training Waiters
 A to Z of Training Waiters (3 days)
 Manpower Planning
 Interview & Selection
 Waiter Training Programme
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Induction
Menu Knowledge & Testing (e-portal)
Service Training & Role plays
Final assessments
Coaching on the floor
 Training includes practical application & full
interview & training pack
Mystery Shoppers - CSS
Customer Service is going to become an ongoing priority
 10% - Spurs will be Shopped Mysteriously on a Monthly
- per Region
 Unbiased external customer focused opinion
 CSS: Independent experienced company
 Provide comprehensive reports & statistics
 Per store, per region & national
 Cost: R750 (ex vat)
 Pass rate 85%
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Pass – HO will fund
Fail – store will fund (as per Q-pro)
Communicate to service staff: Every customer, from now on,
is a potential mystery shopper!
Service & Sales Focus:
Stats from 12 stores reports
.
April vs July ‘07
3.1 Did the waiter / waitress offer you a wine list?
0%
13%
5.11 Did the waiter / waitress market and explain the special offers to you?
11%
25%
5.12 Did the waiter / waitress market any starters?
11%
33%
5.15 Did the waiter / waitress repeat the orders?
11%
75%
58%
100%
56%
75%
6.11 Did the waiter / waitress offer you another round of drinks?
43%
57%
6.12 Was a menu given for a dessert order?
26%
6.13 Did the staff actively sell you the desserts?
13%
50%
6.17 Were you offered tea, coffee, Don Pedro or Irish coffee?
22%
38%
A
p
r4.1 Did the waiter / waitress display good product knowledge?
i
l
2
4.13
Did the waiter / waitress maintain eye contact with the table
0
0
6
from a distance?
57%
Sample of Spur Group M.S. report
Sales opportunities: made or missed:
Did the waitron explain the specials to you?
.
No
Did the waitron recommend starters?
Yes
Did the waitron recommend the Salad Valley?
No
Did the waitron make main meal recommendations
No
other than the specials? (Ask for suggestions)
Did the waitron offer sauces and extras (garlic rolls, skewers etc) if they were not part of the
standard meal? (Up selling)
No
Did the waitron offer you a 2nd and 3d round of drinks?
Yes
Did the staff actively sell you the desserts?
No
Did the waitron offer you after dinner drinks, such as coffee, tea, Dom Pedro's, etc?
No
Did the waitron offer liqueurs with the coffee? (dinner visits only)
N/A
If children were present, did the waitron market the Spur Secret Tribe club?
N/A
Did the waitron inform you of any forth coming specials,
N/A
theme parties or special events?
Follow up on Mystery Shop results:
 Explore report with Managers:
 Implement action plans
 Discuss at vibe meeting
 Coach & remind waiters of issues
 Current Groups’ users:
 African Spirit, BrinSpur, de Jesus various KZN
stores
 Annemarie – CSS 08 333 11 804