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Coffee Hive Wok Master

Ensuring Quality and Standardising Consistency

At a Glance

Seeking to standardise the food and beverage quality is common among enterprises in the food and beverage (F&B) industry. In addition, Coffee Hive Wok Master (CHWM) also sought to empower its employees, inclusive of senior service employees, to embrace self-directed learning.

Was CHWM successful in aiding its employees towards self-directed learning, and standardising the quality of its offerings across its outlets? Read on to find out!

Achievements

Through the workplace transformation project with NACE@IAL and IAL’s Certified Workplace Learning Specialist (CWLS), the Project Team at CHWM was able to achieve the following:

Creation of 99 videos on core dishes and beverages
Creation of 5 learning guides
Creation of a chef storyboard for the recipes
Standardisation and consistency of food and beverages quality and taste achieved across all 9 business outlets

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The LEA project was timely and supported Coffee Hive in its business expansion.

The videos for food preparation and drinks preparation speed up the learning process for new staff and franchisees. They also act as quick resources for new staff and franchisees to refresh the processes of preparing the food and drinks.

Mr. Anthony ChanManaging Director

The project has been fruitful as the videos and learning guides help the staff and franchisees to better understand the details of food and drinks preparation.

For staff who are not literate, the videos are useful to help them to learn how to prepare the food and drinks.

Ms. Du Pei YingHuman Resource Manager

The videos prepare new staff and franchisees to better follow our guidance during face-to-face demonstration of the food and drinks preparation. The videos also help staff to learn easily and increase the speed and retention for learning.

Mr. Cheong Yong ChengArea Supervisor

Challenges

Like most businesses in the F&B industry, CHWM aims to expand locally and in the region. However, in the past 5 years, CHWM has faced challenges in maintaining consistencies in food and beverage quality and taste – these are key for a business with a franchise operation model and expansion aspirations.

Moreover, the inconsistencies in taste have also resulted in several customer complaints which affected CHWM’s reputation and demand of franchisees.

Interventions

To address the challenges plaguing the business, CHWM worked with IAL’s Certified Workplace Learning Specialist to achieve its key project aim of standardising food and beverage quality and taste across its franchises through the following:

Co-creation of bite-sized workplace learning resources on Learning Management System (LMS) to achieve key project aim of standardising food and beverage quality and taste across its franchise.

Implementation of an on-the-job training (OJT) programme for new employees through the viewing of newly developed video resources available on mobile 24/7.

Demonstration by experienced employees on food and beverages preparations.

Development of Learning Guides for the Standard Operating Procedures.