Our recent webinar, "KPIs to Track and Trigger Successful Training Programs," featuring Bridget Siegel, Chief Operating Officer at Hart House, and Darian Bates, Chief Executive Officer and cofounder of FourTop Solutions, offered valuable insights into optimizing training programs through data-driven KPIs. The discussion highlighted three key areas: the impact of training programs, targeting training delivery, and assessing employee capacity and performance.

Impact of Training Programs

Darian Bates emphasized the importance of measuring the effectiveness of training programs to ensure they contribute positively to restaurant operations. He introduced three types of training: onboarding, front-of-house services, and device-specific training. By analyzing data from training completions and correlating it with employee retention, guest experience, and device competency, restaurants can assess the impact of their training programs. For example, effective onboarding training should result in higher employee retention rates, while front-of-house training should improve guest experience ratings. Device-specific training should lead to better operational efficiency, indicated by metrics such as reduced void rates.

Targeting Training Delivery

Bates also discussed the importance of targeting training delivery based on data insights. By using guest experience (GX) data and system performance data (from Hart House's POS), restaurants can identify when and where specific training interventions are needed. For instance, if a location experiences a spike in low GX ratings related to food quality, targeted training on food quality can be deployed to address the issue. This approach ensures that training is relevant and timely, addressing specific problems as they arise. Bates illustrated this with a two-phase trigger system: first, identifying a general spike in issues, and second, pinpointing the specific problem contributing to the spike.

"Getting the right information to the right people at the right time is key in training delivery," - Darien Bates, CEO and cofounder of Fourtop Solutions

Assessing Employee Capacity and Performance

Bridget Siegel highlighted Hart House's holistic approach to treating employees as assets. This includes providing comprehensive benefits and creating a supportive work environment. Bates elaborated on how data from various sources, such as tenure, attendance, training completion, and correlated performance metrics, can be used to assess employee capacity. High-capacity employees, indicated by factors like long tenure and high training completion rates, allow restaurants to staff more efficiently and maintain high performance levels. This approach not only enhances employee satisfaction but also improves overall business performance.

"People are the bedrock of your business, and training is the bedrock of your people," - Bridget Siegel, COO at Hart House


00:00 Introduction and Overview
01:16 Essential Training KPIs and Why They Matter
07:55 Measuring the Impact of Training Programs
10:36 Targeting Delivery of Training Based on Data
22:51 Phase Two: Targeting Delivery
28:58 Food Quality and Metrics
29:55 Identifying Priority Issues
30:53 Employee Performance Data
31:53 Soft Skills and Employee Evaluation
34:59 Creating a Positive Work Environment
36:51 Simplicity and Effectiveness
37:57 KPIs and Incentivization
43:02 Investing in Employees
43:39 Data as a Time Machine
44:34 Employee Capacity and Performance
49:13 Sales per Labor Hour (SPLH)
52:03 Measuring Soft Skills
53:58 Investing in People and Automating Tasks