Dunkin’ Point-of-Sale System Training

The Challenge:

When Dunkin’ Brands provided its new Point-of-Sale (POS) to franchisees for use in their Dunkin’ restaurants, it was critical that franchisee staff become proficient in using the new system quickly. The POS system, which restaurant staff use to take customer orders, communicate the orders to be made and delivered, and accept payment, is a crucial technology foundation for smooth restaurant operations and guest satisfaction.

The Solution:

Illumina worked with Dunkin’ Brands training and operations staff to design a clear set of microlearning modules that would get staff knowledgeable and confident, as the new POS was deployed in their restaurant. Learning modules on skills like Ringing in Beverages, Ringing in Sandwiches, and Ringing in Bakery items contain initial explanatory material on a particular area of the system, followed by specific procedural guidance on how to enter orders and guest requests. Modules often have pop quizzes, to let the learner verify that they’re grasping the material, followed by a set of practice orders to ensure they are capable and confident before live dealings with systems and guests. The initial group of modules was released in September 2019, with additional modules following. In the initial weeks after first module release, thousands of franchisee staff used the modules to become familiar with their new POS and using it effectively to make guests happy.