Our Lounge: Learning with McDonalds

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1 Our Lounge: Learning with McDonalds Jim Pateman The Centre for Literacy, Summer Institute, 2010: Workplace Literacy and Essential Skills: What counts and why?

2 Background context (1) Government policy National: In 2001, the UK Government launched a strategy, Skills for Life, to improve adult literacy, numeracy and language skills in England and Wales. In 9 years, 5.7 million learners have taken training courses and 2.8 million have achieved nationally recognised qualificationsgovernment funding for this strategy has been Canadian $13.6 bn Apprenticeships: It has been crucial to connect literacy and other programs to the national priority to train apprentices. Government workplace funding priorities have focussed on integrating literacy and other skills into wider vocational programs Workplace literacy: A key focus of the strategy has been the workplace. Action has included: National Promotion to employers, including a Skills Pledge signed by employers Funding for large and small companies Union funding, through the national Union organisation Resources for workplace learning Specific workplace teacher training

3 What is Tribal? Tribal is a leading provider of public sector services. Almost everything we do helps to achieve a public policy goal set by central or local government What do we do in adult learning? Background context (2) Tribal We run national programs for government and other organisations We produce Learning Resources online Target Skills Gold We develop and run training programmes for employers and others

4 Background context (3) McDonalds UK In 2006, McDonald s decided to invest in the development of crew members through a new Careers and Coaching website. Part of this involved offering an opportunity to improve their English and Maths skills through e-learning. The project has been part of McDonald's strategy to employ people from all backgrounds regardless of their academic attainment, with a view to building on their interpersonal and customer skills ( recruiting for the smile ). This means their crew have a very wide range of educational backgrounds, and many have no qualifications from school or college. McDonalds funds crew and other job-specific training. It has used government funding to supplement this for literacy and numeracy training. McDonald s Employee Value Proposition Opportunities: The chance for everyone to prove themselves and progress. This is about making the most of your skills and experiences. It could mean climbing the ladder and taking on bigger management responsibilities. Or it may mean becoming an expert in a particular field. Flexibility: Opportunities that fit into your lifestyle. We ll help you build your career around the other things in your life. These could be family, studying or even your social life. Environment: An engaging and structured work place. The secret of being good at what you do is to enjoy doing it and our environment can help you do just that. Learning: Building confidence and developing your work and life skills. We ll help you build personal and professional skills that last a lifetime.

5 How the program works Restaurant manager encourages crew New / existing crew member Crew member registers Initial assessment (screener) More in-depth assessment / Learning Plan Learning activities / learning reviews Induction training reveals needs Referral to local centre Join apprenticeship program Throughout the process: Help from store staff Learning time with e-tutor Undertake National qualification (practice tests included) Learning goals achieved More learning: job-specific / personal learning / higher qualifications

6 Perhaps showing some of the pages possibly interactive Our lounge how it works

7 Our Lounge literacy and numeracy training: what Tribal does Tendered and won contract to develop and deliver Our Lounge (national-approved supplier) Organise and run the learning websites for McDonalds staff, accessed through McDonalds main crew website. Gather and report on how the websites are used, the staff who use the site, how they use it and the outcomes. Collate and submit funding claims on behalf of McDonald s to government funding organisations. Manage registrations and achievements with the qualification body for numeracy/literacy. Provide learner support service ( and support telephone line). Provide e-tutors to support learners in their numeracy/literacy Advise and train local store managers, supporters and teachers.

8 How s it going? some statistics Since May 2009: over 7,500 McDonalds employees have registered as potential apprentices on Tribal systems; and of those just over 7,000 of them have completed their full registration and induction process so are officially classed as apprentices. Of this cohort just over 4,000 of them have received government funding for their learning; those not eligible have been funded by McDonalds there have been between 100 and 350 learners achieving a literacy or numeracy qualification every single month and over the last 3 months the average is approximately 250 per month.

9 How s it going learner case studies Katarina: Katarina is Slovakian and has worked with the company for two and a half years; she is also the second exam success for the My Learning Exams! She is currently a shift manager in our Newry County Down Restaurant in Ireland. Katarina undertook the learning to improve her English and brush up her knowledge, about My Learning. Katarina said: I would recommend My Learning qualifications to all McDonald s people, the My Learning programme meant I was really ready for my exam and felt prepared. I think Our Lounge is a really good idea and I use Our Lounge because it is easy to use. I found the Learning section excellent; my e-tutor was really good and helped me prepare for my exam and any problems I had Katarina found that the learning she undertook was easy to manage in her spare time and flexible enough to fit round her lifestyle. In her spare time Katarina likes to read, cook and she also enjoys learning and looks forward to McDonald s offering further qualifications! Pam: Pam is a crew member in the Blackpool restaurant in her 40s. Having dropped out at 15 Pam was not interested in school. She had no qualifications when joined McDonalds and stayed in same shop for 16 years, now a shift administrator. She has completed both English and Maths exams recently and was very excited about the opportunity to get qualifications. Pam s motivation was to get qualifications because she felt bad about not having any, especially when other younger employees had FE and HE qualifications. Pam has particularly valued e-learning for learning at own pace. She had found a college experience in a group learning IT very slow going. She does not have time to go to evening courses anyway, so this is preferred mode. She would do more modules if they were on offer. She was very supportive of staff who wanted to do it. Thought that each McDonalds shop should have a PC for employees who wanted to access it and My Lounge should have more games to attract the young.

10 Company How s it going what counts? Effective crew training Communication, number & customer skills (noticeable and recorded improvements through quality control) Staff retention (people are staying longer) 77% success rate (qualifications & learning goals) Employee Government / Funder Training and qualifications that can be funded Fit with McDonalds Enjoyment and benefit of learning Chance to progress Chances for promotion Chance to get qualifications

11 What counts? Trading figures show McDonald s recorded an additional 130 million customer visits in 2008/09 - the equivalent of, it says, an extra 1,000 customers per week in every one of its 1,200 UK restaurants. I m convinced our investment in skills and training has played a key part in these achievements, Mr Fairhurst of McDonalds says. Since we started our Skills for Life programme in 2006, crew tenure has increased from 18 months to two-and-a-half years, staff turnover has dropped to an all-time low, and the number of employees who feel proud to work at McDonald s has risen to a record high. Times Educational Supplement, 28 May 2010

12 What have we learnt Our Lounge has developed and changed over the past 4 years with: Different learning options for different learners, to suit lifestyle, level, goals Embedding literacy and numeracy training - Adapting to the company s changed thinking, widening the learning offer to link closely with crew training, better in-restaurant support Introduction of ESOL learning resource in response to greater numbers of learners with language needs coming forward; Persistence support to keep learners engaged, reduce drop-out/off. Greater support role for restaurant staff. What works best building learning plans that provide small doses of learning to crew members over a longer period has worked better (spaced repetition)

13 What we might do in Canada 1 The proposal is for trial of online learning for employees in the foodservice industry, based on the model developed with McDonalds in the UK. ABC Life Literacy Canada to involve up to three foodservice companies, an important and growing skills sector for Canadian workers Production of Canadian versions of modules and the online learning model, mentors trained and deployed Links to existing Essential Skills materials Engagement of employees, trials, evaluation Mentoring and training in essential skills to be provided Independent evaluation. Success measured through achievement of individual goals, feedback from learners and restaurant staff.

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