Knowledge retention practices at an award winning restaurant chain

To reinforce and retain new on-the-job knowledge and skills, K&N Management, a US Owner of Fast Casual Restaurant Chains and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), implemented coaching charts and a Hot Topics section in the daily shift meetings to communicate focus points and process improvements. The purpose of the Hot Topics section was to "over learn" either a new process or reinforce a current process by coaching that topic repeatedly for two to s...

BPIR Categories

10.4.4 Manage internal information & knowledge sharing
9.7.2 Provide mechanisms for internal communication