In a culinary landscape where consistency is king, aligning standard operating procedures (SOPs) with the dynamics of an ever-evolving team can be an intricate dance.

Lori Goldstrohm, VP of Training & People Development at Untamed Brands, shares her framework built from her years leading training at some of the top QSRs, CAVA and Chipotle. She provides a simple yet effective roadmap for rolling out training for Standard Operating Procedures (SOPs). She also shares an example of implementing a new falafel tool across 250+ team members, including those with 10+ years of tenure.

1. Create clear learning objectives

The first key step is to define clear objectives that are clear, measurable, and aligned with business goals. Lori underscores the importance of articulating what needs to be understood (knowledge), performed (psychomotor), and felt (affective) by the team throughout the transition.

Her method focuses on ensuring that everyone is aware and on board with the changes, understanding the "what," "how," and "why" behind them. This clarity is paramount to maintaining the delightful consistency of those falafels even amidst changes.

2. Measuring success

Before you create your content, Lori recommends defining and communicating success metrics. Lori stresses that it's vital to navigate changes and gauge their impact on finances, operational workloads, and guest experience.

Next, you must determine how to measure your impact best, over what period, and using what tools. In the case of the falafel training, they defined success in a few ways, including:

  • 95% completion of course (via Opus)
  • Zero relevant guest complaints (via Tattle)
  • Best video of balling falafel (via internal content)

She advocates for clear communication about how success will be measured and regularly checked, fostering an environment where everyone is informed and can celebrate the wins together.

3. Establish your advocates

The strategy to identify and engage critical supporters is paramount. Lori suggests roping in three pivotal groups to champion the shift: management, the frontline team, and subject matter experts. By harnessing the influence and expertise of these individuals, she ensures that the change is embraced and smoothly embedded into the daily hustle and bustle of the restaurant.

Regarding the falafel training, Lori selected a few advocates: the CEO, Chef Avi, and a GM. She then incorporated them into the training curriculum to showcase their support to every employee. This includes sprinkling "Chef Avi Says" tips and a video demonstration by the GM.

4. Develop the Curriculum

Lastly, Lori champions developing a robust training plan that's educational, enjoyable, and aligns with business priorities. She crafts each training with the following factors in mind:

  • Size of the initiative
  • Level of change
  • Audience
  • Format of content delivery
  • Appropriate learning techniques

Lori's training ensures that the new SOPs are enthusiastically adopted by employing varied content types and injecting a dash of competitive spirit.

Dive deeper with Lori's module on training!

Lori's discussion was rich in practical advice, which you'll get by watching her 20-minute session. Also, take her free online course, which includes handy reference guides. Scan the QR code to download the Opus course below.

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