NABM Hadley Training Program Outline

Hadley BEPLT 2.0
Module 1
Randolph Sheppard Introduction
1) History and background National and Mini Randolph Sheppard
2) Introducing Leonard A. Robinson
a. Robinson’s History
3) The Schall Bill
4) Joseph Clunk
5) The development of the Randolph-Sheppard Act
6) Randolph Sheppard 101 to model the module after
7) Randolph Sheppard Act
8) 34 Code of Fed Regulations 395
9) Blind Merchants website with test and link from Jim Gashel
10) State “Agreements”
11) Randolph Sheppard is a food service priority
Module 2
Vending Management
1) Introduction the definition of Vending Facility by the Randolph-Sheppard Act
a. What is vending and what does it involve.
i. Your State Licensing Agency’s (SLA’s) responsibilities
ii. Vending Machine locations and product offering
iii. Healthy vending options

  1. Fit Pick
    b. Vending machines
    i. Types
    ii. The history of vending machines
  2. Automation
  3. New types
    iii. Cantalope, Meters, Telemetry
    2) Organization
    a. Stocking and Pre-kitting
    b. Products
    c. Mapping out routes
    3) Systems
    a. System examples
    4) Distributor Relationships and Stocking Strategies
    5) Distributor Considerations
    a. Scheduling Meeting Times
    b. Stock Rotation
    c. Bulk Discounts
    d. Returns
    6) Storage Evaluations
    7) Storage Facility Concerns
    a. Accessibility
    b. Storage Facility Size
    c. Ease of location
    d. Set Delivery Personnel
    e. Security
    8) Purchasing and Inventory Management
    a. How many machines will you manage?
    9) Physically Stocking Vending Machines
    a. Evaluating product sales
    b. Strategies for rotating inventory
    c. Par levels
    10) Customer Refunds
    11) Pricing
    a. Pricing Considerations
    12) Marketing
    13) Marketing Considerations
    a. Within Your Machine
    b. Around Your Building Location
    c. Comment Boxes
    14) Machine Maintenance
    a. Collections
    b. Cashless Vending
    15) Monthly Business Closeouts
    16) Expanding your Vending Business
    17) The future of vending in Randolph-Sheppard
    a. Healthy Vending
    i. What is Healthy Vending
    b. ATM’s
    c. Lottery Machines
    d. NAMA
    i. FitPick
    e. Randolph Sheppard Buying Group
    f. Micro Markets, a teaser
    g. Networking
    Module 3
    Café Operations
    1) Introduction 1974 Expansion
    2) Business Planning
    3) Preforming a Café Evaluation
    a. What are you starting with?
    4) I have to talk to people?
    5) I have to construct recipes
    a. Menus and catering
    6) A café has moving parts
    a. Staff
    b. Equipment
    i. Menu offerings to match your equipment
    7) Making the most of you location
    8) Ray Kroc and the Quality, Service, Cleanliness and Value Formula
    a. How Kroc revolutionized the restaurant industry
    9) Point-of-sale data tracking
    a. Older Point-of-Sales Systems
    b. Newer Point-of-Sales Systems
    10) Upkeep and Maintenance
    a. Cleanliness, on-hands and organization
    b. The process keeping your location clean
    11) Creating a Menu
    a. Storage, receiving and recipe right food.
    b. How to create and where to find recipes
    12) Hygiene
    a. Expectations (Hadley’s partnership with the NRA ServSafe)
    b. Food handling
    13) Food Safety
    a. Sanitation
    b. Time-temp
    c. Cross-contamination
    d. Prepping one item at a time
    e. Product Rotation
    14) Kitchen operations
    a. Effective ordering
    b. Receiving
    c. Storage
    d. Recipe
    15) Your Environment
    a. Cleanliness
    b. Temperature
    c. Music
    d. Lighting
    e. Seating Area
    16) Service Standards
    a. Consistency
    b. Recipe right
    17) Friendliness
    a. What’s my name
    b. Smile
    c. Voice Tone
    d. Being positive
    18) How does your patron view you?
    Module 4
    1) Creating effective Systems
    a. Examples
    2) The importance of note taking
    a. I don’t need to my mind is a steel trap
    b. When to sit down and evaluate them
    3) Checklist
    a. What do you use a checklist for
    i. Developing and adding to your checklist
    ii. What areas do you need a checklist
    b. Why are they important
    i. Having a shiftly plan for achieving excellence
    ii. Measuring your effectiveness and success
  4. Line qualities
    a. Challenges
    4) Employees
    5) Orientation
    a. Grooming your employees for what is to come
    b. Skill reviews
    6) Managing Product
    7) Systems support
    8) Line food quality, temperature and sanitation procedures
    a. Line qualities
    b. Sanitation
    c. Protecting against food borne illness
    d. Product recalls
    9) Complete Product lists
    a. Product consistency
    10) Building a Recipe
    a. Recipe systems
    b. Recipe Resources
    c. The best price
    i. Healthier recipes
    ii. Consistency
    iii. Quality
    11) Product systems
    a. Prep pars
    b. Prep sheets
    c. Waste Tracking
    12) Menu Mix
    a. How it can help weed out poor performers
    13) Cleaning
    a. Do I really need to clean this item everyday?
    i. Daily cleaning opportunities
    ii. Weekly cleaning opportunities
    iii. Quarterly
    iv. Every six months
    b. Cleaning schedules
    i. Zones
    ii. Daily Rotation
    iii. Stations
    c. Holding your staff accountable
    14) Why are safety and security important during business hours
    a. Security during business hours
    i. Being distracted
    15) Paperwork
    Module 5
    1) Projections
    a. Accurate Sales projections
    b. Using historical trends
    c. Evaluating these trends
    2) Taking over a Previously Established Location
    3) Brand New Locations
    4) Monthly Numbers
    5) Historical Trends
    a. Why are projections important
    i. Budgeting your expenses
    6) Building sales in your location
    a. Promotions, Specials and New Items
    7) The Business of Sales
    8) How menu development impacts sales
    a. Evaluating your menu choices
    b. Building your menu character
    9) Healthy Menu Options
    a. Define Options
    b. (Web resource references here)
    c. Labels
    10) Catering
    a. How do you define catering for your business
    b. How do you develop a catering menu and prepare for business
    11) Coffee Carts
    a. When
    b. What to offer
    c. Pricing
    12) The Purpose of Creating a Brand
    a. What is branding
    b. Creating a brand for your business
    13) Marketing
    a. Reaching your audience
    b. Inside your Location
    c. Outside your Location
    d. Social Media
    i. The importance of staying ahead
    14) Special Boards
    a. Daily Specials
    15) Salesmanship
    16) Reaching every potential guest you can
    a. Don’t be a used car salesman
    b. Creating a life-long business relationship
    17) Public Relations within your community
    a. Donations
    i. Giving back
    b. Discounts
    i. Tracking
    c. Fixing Problems
    i. Follow-up don’t just think you did your best ask
    18) Networking with other Vendors
    19) Promotions
    a. Unique Offerings
    b. Frequency Cards
    c. Special Events
    Module 6
    Employee Hiring and Development
    1) Staffing Basics
    2) How to define who you want to hire.
    a. Traits
    b. Inheriting Employees
    3) How to hire off your desired employee traits
    a. Nordstrom
    b. Apple
    c. Other Giants
    4) Position Descriptions
    a. Being specific about what you need
    5) Job applications
    a. How they can support your Position Descriptions
    6) Recruiting
    a. Finding customized resources for your location
    7) Interviewing
    a. Conducting successful interviews
    b. What can I ask
    c. Will this person fit into my system
    8) Reference Checks
    a. Analyzing new hire candidate applications
    b. Digging into the application
    c. Asking questions of previous employers
    9) Hiring
    a. Evaluating Wage
    10) Orientation
    a. Why is it so important to do an orientation
    11) Location Handbooks
    a. Why are handbooks valuable to your business
    i. National organizations RSA has
  5. ADP
  6. Paychex
    12) Employee Files and Paperwork Essentials
    a. New Hire Folder
    i. Being prepared
    ii. Job Application
    iii. W-4 Form
    iv. I-9
  7. Active and Inactive
    13) Department of Labor Postings
    a. Federal Requirements
    b. State Requirements
    14) EEOC, OSHA, and ADA
    a. EEOC
    b. OSHA
    c. ADA
    15) The benefits of hiring people with disabilities
    16) Scheduling
    17) Training
    a. Employee Training Basics
    i. Sanitation
    ii. ServSafe Emphasis
    iii. Harassment
    iv. Role play
    v. Reviews
    vi. How often should you give employees feedback
    18) Building strong teams
    a. Cross-Training
    19) Documenting poor performance
    20) Termination
    21) Documenting good performance
    22) Developing strong patron relations
    23) Improving
    Module 7
    Labor and Cost-of-Good’s Management
    1) The two biggest expenses on your profit and loss statements
    a. Labor and Cost of Goods
    2) Job Function wage
    a. Position wage evaluation
    b. Scheduling
    c. Tracking sales data by the hour
    i. Peak times vs non-peak times
    ii. Managing labor in non-peak times
    iii. Planning for sales swings
    iv. Requests
    3) Calculating labor percentages
    4) Staffing for success
    5) Using performance reviews to improve team performance
    6) Developing a team that runs by itself
    a. Cross training
    b. Bonus vs raise
    c. Raises with expectations
    7) Expenditure Examples
    8) Employee Feedback
    9) Cost-of-Good’s
    a. Raw product cost
    b. Theoretical
    c. 100% product yield
    10) Inventory Method Examples
    a. Franchise
    b. Preferred Inventory Method
    11) Menu Pricing Examples
    12) Choosing food distributors
    a. Options
    i. Responsibilities
    b. Ordering/Purchasing
    i. Pars
    ii. Ordering systems
    c. Receiving
    i. Who is receiving the order
    d. Storing
    i. How do you store your product
    e. Thaw Pull
    f. Rotation
    g. Spoilage
    i. How do you track spoilage
    13) Healthy Menu Options
    a. How to support a healthy menu
    i. Requirements
    14) Managing your menu for profitability
    a. Recipe Right
    b. Consistency
    c. Food preparation
    d. Cooking
    e. Holding
    f. Cooling
    Module 8
    Customer Service
    1) What is good customer service
    a. Empower your staff
    2) Customer Service isn’t a department
    a. It is a personal responsibility
    i. No passing the buck. Take care of the problem now and follow it until the problem is resolved.
    ii. Having a positive attitude
    b. Must be mentored by the business owner
    i. Word of mouth
    ii. Social media
    c. Must be part of you culture
    i. Smile, be friendly and sincere.
    d. Great customer service champions own a bad experience
    i. Being accountable
    3) Culture of Trust
    4) Creating a Business Culture of Customer Service
    5) The customer service your business gives can never exceed the quality of the people you have giving it.
    a. According to the Nordstrom’s family “a sale is never over.”
    b. Getting foundational patrons
    c. Keeping your patrons for forever
    i. You don’t determine what good customer service is your patron does.
    6) Stories from Apple, Disney, Nordstroms, the Ritz Carlton and Starbucks
    7) So how do the best do it
    a. Hiring the best
    b. Hiring philosophies from Apple, Disney, Nordstroms
    c. But they can afford to pay their employees
    i. Not so…here is the data
    d. Empower you staff to act on behalf of your patron
    8) Creating an environment of excellence
    a. Disney calls it Pixie Dust
    i. Everyone is on vacation
    b. Apple calls it delivering happiness
    c. Starbucks makes custom experiences every time
    d. What will you adopt as your credo
    9) Behind the wage curtain
    10) Habits from the best:
    a. Take care of problems immediately otherwise they grow and fester.
    i. Analogy of putting out a forest fire when it is small otherwise it will spread
    b. Empower you people to act on behalf of your patrons now.
    i. Example of having to ask a manager but the manager is on lunch
    c. Friendly goes a long way
    d. Smile greet people as they come into your location
    e. Call return patrons by their names
    f. Make eye contact
    g. Listen, understand what is being asked
    h. Be on the side of your patron
    i. Invite your guest back
    Module 9
    Micro Markets
    1) Micro Markets: the next step
    a. Review of all of the things that have been taught so far.
    b. How they apply to Micro Markets
    2) Planning your Micro Market
    a. What you need for a Micro Market
    i. Products
    ii. Water
    iii. Lighting
    iv. Storage
    v. Space mapping
    3) Physical Plant Considerations
    a. Ventilation
    b. Wall Space
    c. Extra Storage
    d. Entry
    4) Different Micro Market types
    a. Simple
    b. Common
    c. More Complex
    5) Kiosks
    a. Definition
    b. Cash vs Credit vs Patron Accounts
    c. Fees
    d. Data Management
    e. Credit Card Services
    f. Hardware
    g. Two-tiered Pricing
    6) Micro Market Cleanliness
    7) Positive Patron Perceptions
    8) Security
    9) Advice from experienced Vendors
    10) The Future of Micro Markets
    a. Adapting to Pandemics
    11) Your SLA
    Module 10
    Business Processes
    1) Traditional Business Planning
    a. Bidding for a location
    b. Different types
    c. Mission Statements
    d. Products and Services
    2) Hadley’s Business Model Canvas
    a. Value Propositions
    b. Key resources
    c. Customers
    d. Cost Structure
    e. Key assumptions
    3) Sharing your Business Plan
    a. Key points
    4) Business Structures
    a. LLC, S Corp or Corporation
    b. Insurance
    c. Payroll
    d. Personal Tax Liability
    e. Sales Tax Liability
    5) Finding a Name
    6) How much money do I need
    7) Start-up inventory
    8) Support
    a. Business Consultants and their responsibilities
    9) Organizing your space
    a. Equipment placement
    b. Merchandising
    10) Personal organization within your office
    a. Control Boards
    b. Planning
    c. Who to call
    d. Historical Files
    e. Employee phone numbers
    f. Checklists
    11) Badging
    12) Individual State agreements
    13) Time Management
    a. System Examples
    14) Adaptive technology
    15) Office Systems
    16) End of month accounting
    17) Cash management
    a. Bank accounts
    i. Payroll
    ii. Taxes
    iii. Operating
    18) Point-of-sales support
    a. Maximizing data from your POS
    19) Credit Card services
    20) Budgeting
    a. Considerations in projecting budgets
    b. How far out should I plan
    21) Profit and Loss Tracking
    a. Using and analyzing systems to manage your business
    b. Looking at historical data
    c. Managing and storing your data
    22) Time Management
    a. System Examples
    23) Staying Green, even in government buildings
    a. Water
    b. Waste
    c. Energy
    d. Websites
    24) Becoming a Leader
    a. Leadership tools
    b. Hadley Options
    c. Upward mobility options
    d. Giving back through mentorship
    25) Healthy Menu Options and Partnerships
    a. Web link/reference
    26) The flexibility of TV menu boards
    27) Partnering making the appropriate decision
    a. To make more money, better guest service or better offering
    b. Selecting a Partner
    c. Options
    i. Starbucks
    ii. 3 party vending
    iii. NAMA
    iv. Restaurant Associations
    v. RSA buying group
    vi. State Committee recommendations for Program pricing
    28) BEP future
    Module 12
    ServSafe Two Lesson Module
    ServSafe Lesson 1
  8. Purchasing, Receiving and Storing.
    a. Labeling, Rotation and Storage Order
    b. Chemical
  9. Food Preparation and Cooking
    a. Sanitization
    b. Thawing Food Safely
    c. Managing Prep
  10. Cooking
    a. Important Considerations
  11. Holding, Cooling, and Cold Foods
    a. Holding Food
    b. Cooling Food
    c. Holding Cold Foods
  12. Reheating, Holding, and Serving Hot Food
    a. Serving Food
    b. Using Thermometers to Verify Temperatures
    c. Sneeze Guards
    d. Staff Behaviors
  13. Thermometers, Contaminants, and Allergens
    a. Thermometers
    i. Types
    b. Contaminants
    i. MSDS (SDS) sheets
    ii. Physical
    iii. Biological
  14. Parasites and Fungi
    iv. Chemical
    ServSafe Lesson 2:
  15. Avoiding Contaminants
  16. Employee Training and Hygiene
    a. Personal Hygiene
    b. Handwashing
  17. Cleaning, Sanitizing, and Dishwashing
    a. Sanitizing Food Surfaces and Equipment
    b. Dishwashing
    i. Different methods
  18. Active Managerial Control and HACCP Plans
    a. The Steps for Active Managerial Control
    b. HACCP and the steps
  19. Equipment Specifications and Pest Control Guidelines
    a. Equipment Guidelines
    b. Physical Plant and Pest Control
  20. Course Review and Leadership
    a. Course Review
    i. Food Safety
    b. Unsafe Foods and Allergens
  21. Employee Hygiene and Illnesses
    a. Handwashing
  22. Cross-Contamination
  23. Time-Temperature Control
    a. Reheats
    b. Thaw-Pull
  24. Dishwashing
  25. Purchasing Food
  26. Rejecting Food
  27. TCS Foods, Special Foods, and Labels
  28. Pest Control and Cleaning Guidelines
  29. Designating Break Areas
  30. Leadership and Food Safety
    a. Your Role
    Module 12
    100 Question Final Exam
    The Final Exam based on the 11 Modules.