Yum! Brands, a leader in the Quick Service Restaurant (QSR) industry, has focused on learning content management as a linchpin to improve the effectiveness of its global training and performance support program. Operating quick service restaurants profitably and efficiently requires that franchise employees learn and understand the standards, information and procedures that relate to customer service, product preparation, equipment operation and maintenance, food safety, and health codes. This case study explains the key ways in which Yum!'s paper-based learning content system causes a number of challenges for both the company and its independent franchise owners and how they found solution to their challenges.
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