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Major Franchised Restaurant Chain

Point-Of-Sale System Training for Major Franchised Restaurant Chain

The Challenge:

When a major franchised restaurant chain provided its new Point-of-Sale (POS) to franchisees for use in their 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 the organization’s 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.

What our clients say about us

“They are quick to understand and adapt as the specs have evolved over time. Being flexible and responsive is a huge benefit. Because a lot of clients don’t know what they need at the outset, the Illumina team is good at co-creating that solution and making informative recommendations.”   Rebecca Jackson Stoeckle Deputy Center Director, Center for Research on High Risk Behavior Health and Human Development Division, Education Development Center