Training Best Practices/Whataburger WhataGames Case Study

Whataburger's WhataGames: Hitting the Reset Button through Training

Title:
Using competition to encourage a wide-spread workforce to focus on basic training.



Description:
Whataburger has 650 quick service restaurants with 20,000+ employees. Whataburger's corporate teams carefully develop the processes and procedures that should be followed by all locations to serve the products for which we are known. The Training & Development Department is aligned with Marketing in the Brand Development Department, following the theory that Marketing makes a promise to our customers, and Training delivers upon it. In a fast-paced environment, it is common for employees to look for workarounds and shortcuts to the standard procedures. In 1996, Whataburger began holding a "corporate Olympics", known as WhataGames, with the stated purpose of refocusing every restaurant on using effective training to "hit the reset button" and get the employees to relearn their jobs and use proper procedures. The event uses a high level of excitement and major awards to encourage training on the skills and knowledge that define the brand.

Methods Used
The program is designed around measurement; no new training tools are provided. The goal is to reinforce the use of the existing training tools. During the initial competition, all units are Mystery Shopped 10 times per month for two months. Additionally, a live Call Center is used to call every unit 6 times per month for two months. During this call, the person who answers must complete a 5 question quiz on proper standards.

Based upon these scores, a number of units are named as Semi-finalists, each of which is inspected "curb to kitchen" for quality, service, friendliness and cleanliness.

These scores are used to name 16 Finalist Restaurants who will compete at the WhataGames Finals held in conjunction with the Whataburger National Convention.

At the Finals, each Unit will run an actual restaurant while judges simulate a busy half-hour. They are judged on every aspect of the operation. Additionally, members of the team participate in a game show to test their knowledge of company standards, procedures and history.

The Gold Medal winners of the event each win $5000, which is a tremendous motivator for people who earn fairly low wages. The total prize pool for the event exceeds $100,000.

Results
This event has grown to be an important part of the Whataburger Culture, reflecting the attitude our owners have towards their "family members." We have seen a consistent rise in mystery shops scores, same store sales increases and reductions in turnover.

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