Home' The Franchise Review : September 2015 Contents THE FRANCHISE REVIEW
'As a franchisor, we estimate training investment to be circa
$200 per employee. This covers a variety of costs, including
salaries of trainers, running costs associated with The Club
House, administration and sundries, internal and external
development programs, and staff participation incentives and
rewards, as well as third party supplier fees.
'However, through the use of business metrics, we have proven
a direct correlation between high training completion and
increased business results.'
As demonstrated in Table 1, The Coffee Club can link top
training completion to improved operations performance.
These are measured by BDRs and customer satisfaction via
mystery shopper scores, as well as increased transactions and
The Club House platform allows employees to access training
online at any time via a web browser or mobile device, as well
as the ability to stay connected with colleagues and leaders
via different communication tools. In the last year alone, more
than 6000 employees completed 433,000 online modules,
and logged more than 50,500 hours of training. August 2014
also saw the franchisor celebrate a special milestone with the
accreditation of our 5000th barista through the Excellent Coffee
When asked about the critical factors in The Coffee Club's
success, Ryder stresses the importance of monitoring
employee and franchisee satisfaction with the program.
'There is a proven link between employee satisfaction,
employee engagement and business results,' she says.
'Therefore, it's incredibly vital that we measure employee
satisfaction and business performance of the program on a
'Engagement with the training program is measured through
online training completion, average logins, active accounts and
time spent on the system on a regular basis. We also assess the
effectiveness of the workshops to ensure knowledge retention
and skills improvement from the courses. Ninety two per cent
of team members pass the workplace assessment on their first
attempt, after which they are granted access to the next level of
content, thus earning more rewards and recognition.'
Over the past 12 months, The Club House has accrued
more than 6100 active accounts, equating to 96 per cent of
employees. All 292 stores are actively using the system, with an
average login frequency per employee of 8.14 times per month.
The program has also been aligned to the Australian
Qualifications Framework, making employees who complete
the initiative eligible to participate in an experience based
'By completing their Coffee Club training together with their
in store experience, employees have the opportunity to be
accredited and receive a nationally recognised Certificate III or
Certificate IV, or a Diploma in Hospitality.'
Despite the challenges of geographical footprint, significant
investment and the requirement for ongoing monitoring and
upgrades, Ryder says senior management at The Coffee Club is
unanimous in believing the returns are worthwhile.
'The top 10 stores to complete the new learning and development
program recorded an impressive 6.7 per cent increase in
transactions, and a 1.3 per cent higher transaction value,' she says.
'What's more, the stores recorded a six per cent increase in
same store sales growth.
'The training program is upping our ability to ensure
consistency in our mission to provide Good Food, Great Service
and Excellent Coffee. We've received fantastic feedback
from team members across all levels, as well as buy in from
franchisees across the country. It's taken a lot of commitment
and dedication to get the program off the ground and running
like a well oiled machine, but the impact on sales and
operations speaks for itself.'
Engagement with the training program
is measured through online training
completion, average logins, active
accounts and time spent on the system
on a regular basis
The Club House platform allows
employees to access training online at
any time via a web browser or mobile
device, as well as the ability to stay
connected with colleagues and leaders
via different communication tools
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