Alan Lovelace Director of Human Resources RPM Pizza

Alan Lovelace Director of Human Resources RPM Pizza LLC September 2008

Team Member Training Program Online training: ○ Web-hosted through Sysdine ○ Easily Customizable Content ○ More Knowledgeable and Confident Team Members “New Team Members can support operations from Day 1. ” 2

Content on ○ Security and Integrity Measures – Username/Password accessible – Hierarchical structure – Tracks Team Member usage and results • Allows for optional at home usage ○ Course Development & Management – Courses can be made with Power. Point – Upload custom courses to website – Easy to manage version control • Update once (unlike CD versions) 3

Content on ○ Course Structure: – Tutorial – Date that the tutorial was completed – Date that the Certification was completed – Date that the exam was completed – Review – Exam – Hands on Training – Position Observation Checklist ( for Certifications) 4

Web-Hosted by ○ New User Administration – Assign Log In and enter personal information – Assign Job – Course Assignment • Automatically based on Job, or • Manually ○ Team Member is ready for training – Will only let you take them in order 5

Training Tracks by Job CSR Training NTO Driver Training NTO Itemization Hospitality Labeling & Packaging Advance Hospitality Ordertaking CSR Certification Additional CSR Training $0. 10 - Dough $0. 05 - Sauce/Cost & Oven $0. 05 - Prep & Clean/Sanitize Labeling & Packaging Advance Hospitality Ordertaking Driver Safety and Training Driver Certification Additional Driver Training Dough - $0. 15 Sauce/Cost & Oven - $0. 10 Prep & Clean/Sanitize - $0. 10 CSR Certification - $0. 10 6

Training Program Checklist ○ Tasks broke down by: – Job – Day – Hour o Working Independently – CSRs on Day 3 – Drivers on Day 4 ○ Position Certification – Position Observation Checklist complete within 4 weeks of Day 1. 7

Training and Coaching ○ Training Managers vary depending on the store’s needs: – – Driver Team Leader CSR Team Leader Assistant Managers ○ Train the Trainer – Training and Coaching Course • Teaches difference in Training and Coaching • Teaches why Coaching is critical in this process • Tutorial, Review, and Exam • Certification 8

Questions on Team Member Training Program? Resources ○ Operational Sharing from RPM Pizza, LLC – Guidelines for New Team Member Training in Sysdine – POCs for CSR and Driver ○ www. sysdine. com Company that hosts our e-learning solutions ○ www. articulate. com/rapid-elearning/ Tips on making e-learning courses ○ Non-Designer's Design Book, The (3 rd Edition) (Paperback) by Robin Williams (Author) Quick study for powerful design techniques

Pulse Labor Manager 3 Prong Approach to Labor: ○ Labor Scheduler ○ Vital Signs ○ Labor Variance Report “Use the tools. Use your experience. Focus on hours. ” 10

Labor Scheduler Challenges and Solutions ○ Focus: Looking at Labor Hours not Percent – Align incentives to the new Labor Hour paradigm ○ Tool: Using new (computer-based) tools – Hands-on, high support training for tech-resistant GMs ○ Accuracy: Seasoned GMs who don’t agree with Pulse’s projections – Show them how to change it, but follow up on outcomes. 11

Vital Signs ○ Obstacles – Being able to read the tables – Understanding the time relationships – Confidence in accuracy of data ○ Solutions – Set a system-wide standard for Vital Signs windows – Created training that explained each window combined with an interpretation exercise – Encouraged Team Member to use portions of windows that we know are correct 12

Labor Variance Report ○ Needs – Knowledge • How to get to report • How to read report • How to drill down on report – Confidence ○ Solutions – Training at District Manager Conference – Training at Manager’s Conference • Explanations of processes • Interactive assignment 13

Questions on Team Member Training Program? Resources ○ Operational Sharing from RPM Pizza, LLC – Pulse Labor Scheduler Training • Labor Scheduler Breakout • Vital Signs Breakout • Labor Variance Report Breakout

Driver Certification ○ Part of Team Member Training Program ○ Certifiers must be certified on Training and Coaching and on Driving ○ Takes place within 4 weeks after hire. “All drivers can answer phones and deliver pizzas. ” 15

Driver Certification ○ Training Drivers (Hands-on): – Day 1 -3: Itemize, Label & Package, Take Orders – Day 4: Driver Training & Delivery – Interim: On-the-job experience – Week 4: Certification due within 4 weeks ○ Train the Trainer – 2 Certifications – Training and Coaching Certification • Teaches difference in Training and Coaching and why coaching is critical • Team Member must demonstrate skills – Driver Certification • Teaches safety, quality checks, HTA, process, and hospitality standards • Team Member must demonstrate skills 16

Questions on Driver Certification? Resources ○ Operation Sharing from RPM Pizza, LLC. – Driver POC