Yum Brands has 37,000 restaurants across three brands in 117 countries, and about 80 percent of the businesses are franchised.
by Site Staff
November 19, 2012
ROBERT LAUBER
Vice President, Yum University, Yum Brands Inc.
There are separate business units within the company divided by region or country, each with its own goals and business strategy. Because of this setup, learning was not formalized under one platform, and training was inconsistent and not being done in a timely manner.
To address these conditions, Yum University, led by Vice President Robert Lauber, developed a learning technology platform, the Yum Learning Zone, with input from representatives from each division. This system replaced outdated printed material with consistent, personalized online content and allowed new hires to immediately sign up for training courses. To develop the system, Yum researched internal and external best practices and used a pilot program to gather feedback and fine-tune the system.
Since implementing the Learning Zone in more than 22,000 of its restaurants, the company improved its customer service scores and its level of customer recommendations, reduced training time and turnover and has a more consistent understanding of its desired culture. The Learning Zone also led to better communication and collaboration across divisions, geographies and languages.