1. Scenario-Based Learning for Real-World Performance Improvement
PAUL RUMSEY, VP, GLOBAL LEARNING & DEVELOPMENT

2. ChallengeS facing the business
Providing training that improves problem analysis and solutioning
Real-world scenarios vs. academic training
Consistency
Connection between decisions and results 2

3. OUR learning purpose and approach
Strategic move from training compliance to business impact
Empowered talent who positively impact the Guest experience and business metrics
Decision makers
Leaders of the Guest experience
Driving a consistent Fridays experience
Ability to retry if incorrect the first time
Accurate choice before completing course
Validation of successful behaviors
Track completion vs. exhibit performance
Tie training completion to business results 3

4. Scenario-based learning DESIGN
Real-world situation storyboards
Customized for Fridays through collaborative partnership
Customized for known performance gaps
Plausible options
Decision tree maps
Common improper decisions affecting business results
Best practice solutions
Guest’s perspective 4

5. Effective delivery strategy
Blended learning
Introductory webinar
Online courses with video decision trees
In-person workshops: discussion and role playing
White papers with content, discussion and action items
Post-training follow-up
White papers for Manager meetings
Business impact dashboard
International customization
White papers
In-person training 5

6. EXCITING Business Impact
Improved Guest satisfaction Net Promoter Score
Reduced Guest complaints about service and Managers 6

7. Best practices Use an effective and efficient video repository
Partner with Operations when writing scenarios
Hire actors to add professional quality to videos
Use plausible distractors for your decision points
Limit the decision tree to 3 – 4 levels
Provide feedback along the way and/or at the end 7

8. What’s next Gamification with scenarios
Enhanced tracking of topics with highest incorrect answers
Creation of other topics ideal for scenario-based learning 8