Intentional vs. indiscriminate use
of technology in learning
Session objectives
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Who is Wingstop?
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Wingstop launched the ultimate Buffalo-style
chicken wings in 1994 and has been flying high ever
since!
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Our proprietary recipes, outstanding food and
superior customer service created a demand that
could only be satisfied by the Wingstop Franchise
program
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Today we have 500 restaurants open and continue to
add new stores across the United States and Mexico
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Wingstop is Entrepreneur Magazine’s #1 ranked
wing franchise with over 2 Billon wings sold!
Wingstop’s Brand Partner
Certification Program
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A robust, effective and efficient certification program is a critical component to attracting
and effectively onboarding new Brand Partners and General Managers
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Wingstop’s current Certification Program consists of a 27 day facilitated and on-the-job
experience that is conducted onsite in Dallas
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The primary goal of this program is to ensure all franchises are operated in an identical
fashion according to the already proven system and brand experience that Wingstop has
created and is known for
The need to implement a
blended learning approach
Wingstop’s training team realized that in order to effectively support the company’s growth, the
certification program needed to be redesigned in a way that would increase the throughput
(number of participants) while maintaining and/or increasing the program’s effectiveness
beyond just the initial training.
In the fall of 2011, a learning team began the process of designing and developing a blended
learning and technology training platform.
The primary goals of this new approach
 Highlight Wingstop’s commitment to brand partner development
 Increase the efficiency of the program
 Ensure that all Brand Partners and their Crew Members are operating Wingstop stores
in an identical fashion and according to the already proven system and brand that
Wingstop has created
 Create a blended learning approach – incorporating technology and on-the-job
experiences– that will Increase the visibility, usability, tracking and impact of the
training offered by Wingstop Corporate
Two phased approach
Phase 1 – Discovery
1. Design a Macro Blended Learning Architecture that defines:
– Prerequisite self-paced eLearning experiences that ensure all Brand Partners have the
same baseline knowledge prior to attending the facilitated training
– Classroom & on-the-job training experiences – identify the portions of the current
program that need to be delivered face-to-face
2. Research and identify a technology platform for administering and delivering eLearning based on Wingstop reporting and tracking needs
3.
A plan for leveraging the learning assets beyond the initial certification program
Phase 2 – Development
1. Design, development and implement the technology solutions specified during the
Discovery Phase
Phase 1: Discovery
Designing the blended solution architecture
Defining the blending learning approach
(Ensuring BOTH efficient & effective training delivery)
The Delivery Method Decision MatrixSM is a
model that facilitates the process of determining
appropriate delivery methods for particular
performance needs and is used to help
determine the appropriate delivery method
“blend.”
Identify the depth of
knowledge required
The matrix correlates two continua of ideas
related to the transfer of knowledge and skills.
On the vertical axis, the Depth of Knowledge
continuum. The descriptions of what is meant by
these terms is as follows…
Identify the depth of
knowledge required
Awareness - Learners will have the factual and
conceptual framework that provides insight into
the importance of content and how it could be
applied in the real world
Identify the depth of
knowledge required
Understanding - Learners will have a limited
ability to perform with cases that are simpler
than what will be encountered in the real world.
The learner can explain why they’re doing what
they’re doing, identify good examples of
performance, and begin to approximate the
performance.
Identify the depth of
knowledge required
Skill - Learners will have the ability to perform
competently under a variety of conditions to the
level expected for exemplary performance in the
real world.
Identify the feedback required
The horizontal axis anchors the feedback
continuum. This continuum ranges at the low
end from “No real time contextual feedback” to
“Complete real time contextual feedback” at the
high end (right side).
Within this continuum, delivery methods are
placed according to their ability to provide real
time contextual feedback.
The underlying principle behind this model is
this: In order for people to perform in the real
world, they must be given opportunities to
practice and receive feedback on their
performance during training.
The Blended Learning Solution
(Awareness/Understanding Level eLearning)
Three “Basic Training” eLearning Modules and associated exams
were specified for development – based on content and the depth
of knowledge required for Brand Partner Performance.
These modules are taken by the Brand Partners prior to attending
the Certification Program – a score on each exam of 90% is
required.
The Blended Learning Solution
(Building skill: Facilitator-led & on-the-job learning)
Wingstop’s goal was not to transfer the entire Certification Program to
eLearning - The goal was to increase efficiency & effectiveness.
To ensure this goal was achieved, the onsite experiences focus on skill
application and reinforcement of the content presented in the
eLearning modules. In addition to leveraging a technology platform to
track both exam scores as well as on-the-job training feedback.
Ace Training Program completed at
Wingstop’s Training Center
Completed Within The Wingstop Learning Management System
Performance Evaluation
and Feedback
Positions Exams
• Field Instructors complete online performance checklists and enter
feedback on Business Partner performance For each Job Role (Per the
A.C.E Workbook)
• Specific process TBD per LMS
Menu Exam
Final Exam
Phase 2: Solution Design & Development
Models for effective design
5i DesignTM
Great performance-based solutions are engaging, intuitive and delivery immediate results.
Such solutions require what SDI calls “5i Design”
Integral – creating experiences that are complete, fundamental and essential to delivering the
performance and business results required.
Instructional – linking the correct instructional strategy with the desired behavior.
Information – presenting content in such a way that it “sticks”.
Interactive – producing an experience that is highly engaging for the learner.
Interface – creating a strong visual appeal that captures the attention of the learner.
The Instructional SpineTM
The standard training process – Research, Design and
Development – alone doesn’t tell you what effective
instruction looks like... what you’re supposed to be
doing... and the criteria for training outcomes.
The Instructional SpineTM determines the strategic
importance of skills and ensures that these skills are being
taught effectively by deriving the performance and
training needs from a desired business result.
Furthermore, following this process ensures that:
• All the components are aligned and in sync
• Means deliver on the ends
Common pitfalls
1. Sacrificing efficiency for effectiveness
With technology capability expanding every
day many companies fall into the this pitfall
by integrating technology into learning
without considering the depth of knowledge
and feedback required to ensure optimal
end-user performance.
Would you feel comfortable handing the
keys over to your 16 year old after they read
a book on proper driving techniques and
rules without and practice and feedback
first?
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Common pitfalls
2. Sacrificing user experience with a “one size
fits all” approach
End-users spending valuable time out of the
field, sitting in a classroom, learning facts
and content that could be effectively
delivered through a self-paced method.
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Q&A