Challenge
A national fast-food chain recognized a gap in its restaurant managers' business and
leadership skills. While managers were proficient in day-to-day operations, they struggled to understand the broader business dynamics, employee engagement, and drivers of customer satisfaction. The company identified that it needed a learning journey that combined business acumen and people management to help managers make better strategic and operational decisions.
The Learning Journey Solution
To address these challenges, a custom simulation-centered learning journey was designed, incorporating:
Pre-Training Assessment – A diagnostic tool evaluated managers' current business and leadership competencies, identifying strengths and gaps.
Facilitated Learning Modules – Interactive modules focused on:
- Restaurant financials (profit margins, forecasting, and cost control)
- Customer experience strategies (improving service quality and satisfaction)
- Employee engagement and retention (team motivation, coaching, and culture)
- Operational excellence (inventory management, sales planning, and decision-making)
Business Simulation – A hands-on digital experience where participants acted as newly appointed restaurant managers for Winstons, a fictional restaurant chain.
The Simulation Experience
Participants entered a simulated environment in which the Winstons Restaurant Chain was underperforming due to flat sales, declining customer satisfaction, low employee morale, changing consumer preferences, and new competitors. They encountered realistic, scenario-based challenges, such as handling customer complaints, managing an unexpected supply chain delay, and responding to a high employee turnover rate.
Their challenge? Turn the restaurant around by making key strategic and operational decisions and demonstrate problem-solving and leadership skills.
Throughout multiple simulation rounds, teams analyzed data and made decisions in four critical areas:
- Setting the Restaurant’s Culture Focus – Teams selected key values and leadership approaches to create a positive work environment.
- Engaging Employees Thoughtfully – Managers decided on team incentives, coaching strategies, and workload distribution to boost morale and productivity.
- Action Planning for Future Success – Participants reviewed historical data, identified problem areas, and created a roadmap for improvement.
- Forecasting Sales & Managing Operations – Teams analyzed financial reports, optimized inventory, and adjusted pricing strategies to improve revenue.
Results & Impact
By integrating assessment, interactive learning modules, and the Winstons simulation, the company successfully developed a more business-savvy and people-focused management team.
This learning journey not only enhanced participants' decision-making and leadership skills but also directly contributed to improved restaurant performance. Following the learning journey, managers reported increased confidence in their business and leadership abilities. A post-training survey indicated the following:
- Improvement in sales forecasting accuracy – Managers developed stronger analytical skills in reviewing financial and operational data.
- Increase in employee engagement scores – Participants applied coaching techniques and motivation strategies to build a stronger team culture.
- Customer satisfaction scores improved by 10% – Managers made data-driven decisions to enhance service quality and operational efficiency.
- 85% of participants felt better prepared to handle business challenges – The simulation’s interactive, real-world approach helped managers bridge the gap between learning and practical application.
