Sample result
Training Programme Builder for Restaurants
The owner asked this:«Every server who joins is trained by whoever is standing next to them and leaves within two months. I have 14 floor staff across two locations, ticket time has drifted to 14 minutes at the peak and returns are up. I want the server role training, not a customer-service course.»
① The gap, measured in cash
Six behaviours, not six topics. The right-hand column decides what gets taught first.
| Missing behaviour | Signal that betrays it today | Monthly cost |
|---|---|---|
| Takes the drink order before the food order | Drink arrives with the main on 6 in 10 tables | ~1.2 M COP of unsold drinks |
| Enters the ticket with modifications written | 9 returns/week for «that is not what I ordered» | ~1.6 M COP in refires and waste |
| Offers the starter of the day by name | Starters on 11 % of tables | ~2.1 M COP of uncaptured check |
| Checks the plate before carrying it | 4 plates/week leave without their side | Return + kitchen time |
| Takes a complaint without calling the captain | The captain handles 8 complaints/week that do not need him | Captain off the pass 40 min/day |
| Closes the table without leaving the bill waiting | Bill wait > 6 min on 30 % | Table rotation lost at the peak |
Illustrative figures on 14 floor staff and 100 M COP monthly sales. Note what is NOT here: «service attitude», «teamwork», «vocation». They cannot be tested, so they cannot be taught or demanded.
② Each block's test, written before its content
| Block | What the person does | In front of whom | Pass mark | If they fail |
|---|---|---|---|---|
| B1 · The table sequence | Works 3 real tables start to finish | Captain, with a stopwatch | Drink < 5 min on all 3; ticket written without errors | Repeats shadowed on the next shift |
| B2 · The menu by heart | Describes 8 dishes without looking and names 2 allergens in each | Head chef | 7 of 8 correct | Back to B2, does not move to B3 |
| B3 · The suggestion | Offers starter and dessert on 5 consecutive tables, by name | Captain | At least 2 of 5 accept | One shadowed shift and repeat |
| B4 · The complaint | Resolves 2 simulated and 1 real complaint without calling anyone | Captain | Both within their authority, no escalation | The authority matrix is reviewed first |
No test says «understands» or «knows». Every one says what they do, in front of whom, and what number passes.
③ The calendar that fits the shift
Five sessions, none over 40 minutes, none inside 12:00–14:30.
| Session | Minutes | Time | Mode | Who teaches |
|---|---|---|---|---|
| B2 · The menu | 40 | 15:30 | Session with a 4-dish tasting | Head chef |
| B1 · Sequence (theory) | 25 | 15:30 day 2 | Laminated sheet + walkthrough on an empty floor | Captain |
| B1 · Sequence (practice) | — | 2 shifts | Shadowed shift | Reference server |
| B3 · Suggestion | 30 | 16:00 day 5 | Script + paired rehearsal | Captain |
| B4 · Complaint | 35 | 16:00 day 8 | Real cases from the last week | Captain |
The cost, written before approval: 2.2 session hours + 2 shadowed shifts per person. Across 14 people that is ~31 session hours and 28 shifts — and the teacher's hours are paid too.
⑥ If you choose «role assessment»: the server's test
It comes out as a file answered on a phone (`ASSESSMENT_SERVER.html`), not as a text quiz. Summary of what it holds:
| Competency | Questions | Weight | Pass mark | Source |
|---|---|---|---|---|
| Order taking and ticket | 4 | 3 | 80 % | MC-SAL-01 |
| Menu and suggestive selling | 2 | 2 | 70 % | GUI-SAL-03 |
| Allergens and food safety | 2 · critical | 3 | 100 % | PRT-GEN-02 |
| Bill and table close | 2 | 2 | 80 % | GUI-SAL-05 |
Critical question. A guest says they are allergic to peanuts. What do you do? → Mark it on the ticket as ALLERGY, tell the head chef out loud and confirm the dish against the allergen table.
The report comes out on its own at the end: overall score in a ring, each competency against its pass mark, what failed with the correct answer and its source, the verdict —PASSED, REFRESHER or NOT PASSED (one failed critical item means no pass)—, the retest date and both signatures.
The full example has 2 more part(s): you see them inside the library, with your account.