Amelie's Training Guide
Background
Brand:
Amelie's French Bakery is a bakery that is based in the Charlotte area. They specialize in cakes, pastries, bread, and coffee.
Challenge:
During the pandemic the company down size only keeping a couple of employees. Now that the restrictions is being lifted and the store about move to a new build. the company needs to start hiring more new hire.
The new hire we been receiving been having a hard time with holding product knowledge(shown by failing the tip test), not getting use with company culture, and low retention rates.
Goal:
To create training system that builds up new hires. this system will promote knowing product knowledge, creating a family work environment, and increase retention rate.
Role:
Restaurant Manger/ Former head trainer
Responsibilities:
Research and interviewing
Creating training cirrculum
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Understanding the User
Research Summary
I study pervious tip test to see where the pain point in the product knowledge. I conducted interview on both old new hire and trainer to discover the disconnect. I create an empathy map to find the user journey
Pain Points
Product Knowledge
They are over 30 different pastry items and 15 different drinks items. New hire get overwhelm with all the new product knowledge.
Tip Test
Having to take test in order to receive tip money to to their paychecks.The test composite of Product knowledge.
Fast Pace
This cafe average 800 guest a day. Fast pace environment and line usually out the door. Can come offers intense
Company Culture
Creating an environment that feel like family. make culture that's fun to work at
User Journey
Interviews/Meeting
Research Questions
1. where are the disconnect in the training process and new hire journey map?
2. What are some hardships for my trainers ?
3. What type of cultures people want to see in the work place?
4. What are some pain points in the in the trainiers journey?
5. What are some ways to create process that can help with different learning styles?
New-Hires interview results:
5/8 Interviewers wanted work on a slow paced
6/8 Interviewers are visual and kinetic learners
7/8 Interviewers wanted time to build a relation other co-workers
6/8 interviewers want more than one day the over a materials
8/8 interviewers wants a format that is easy to study the material
Meeting with trainers and mangers
During this meeting we went over Amelie's standards, what we expect from new hires and trainers, and the process of training to moving forward.
Meeting Notes:
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New Hires will have to wait until after their 90 days to request off, change availability, and swap shifts - unless previously requested at interview or with reasonable request
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Reasonable Requests include:
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Changes with School/Second Job
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Second job should be stated in interview / priorities must be made known
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Family Emergencies / Changes
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Medical Emergencies / Changes
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Need to be followed up with a Doctor’s Note
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Training Book is required to be filled out
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Cannot complete training without taking daily quizzes
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Graded daily by managers once quiz is completed
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Coming up with an Answers sheet for quick grading of quizzes
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Alcohol Training
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TIP TEST Study Guide
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Quizlet for TIP TEST
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Product
One of the trainer created a quizlet to help new hires to study with out bringing their
training Manuel every where.
Created and design a training curriculum and fundamental of Training. In order to give the new hires a better training journey
What's next
Impact:
created Fun environment at work. which increase new-hires passing the tip test on the first try. which increase customer retention. This help to increase our hours from 7am-10pm to 7am-12pm on Fridays and Saturday.
what I've Learned:
Knowing your audience journey and creating an experince around it can lead to building a great environment and establish a since culture.