Quick start, who's in the room

• Tell me briefly how many new frontline hires your system brings on each month, on average.
• Who on your team is accountable for onboarding completion and competency reporting?
• Which training channels are you using today, and which of them franchisees actually use regularly? Options: Digital learning platform or LMS, Regional in-person trainers, PDF manuals or guides, Video links or cloud folders, Shadowing/peer training, Other
• Walk me through the last time a new location opened, from training assignment to the first week on the floor.
• Which completion or competency metrics does leadership expect to see from day one? Options: Completion rate by role, Assessment pass rate, Time to proficiency, First-week audit score, Customer satisfaction or NPS, Other

Where the system is leaking value

• If you had to name the single recurring failure that proves your current training is not working, what is it?
• How often do location-level audit failures, mystery shop misses, or service complaints trace back to training gaps? Options: Weekly, Monthly, Quarterly, Annually, Rarely
• Tell me about a recent incident where inadequate training led to lost revenue or a major operational failure.
• Who typically raises training issues to the executive team, and how do they frame the problem? Options: Regional Operations Manager, Training Manager, Quality Assurance, COO or VP Operations, Franchise Council rep, Other
• What is the single metric or outcome that, if unchanged after 3 months, would make you pause investing in a new training program?

Assumptions that might be holding you back

• What assumption about franchisee willingness to complete mandatory training do you think most leaders are making?
• When you push new policies, how often do franchisees ask for exemptions or delayed timelines? Options: Most of the time, Often, Sometimes, Rarely, Never
• Give an example of a franchisee who resisted new training, what was their concern and how was it handled?
• How much influence do owners have over local hiring and how often does that affect training consistency?
• If franchisee participation rates stayed below your target during a pilot, what would be the minimum acceptable participation to move forward? Options: 30%, 40%, 50%, 60%, 70%, Other

Pilot or bust, the proof that moves decisions

• If a pilot could produce a measurable improvement in four weeks, what would need to change internally for you to accelerate procurement?
• Point to the locations you'd pick for a representative pilot and explain why those capture the system's variation.
• What success metrics should we measure in the pilot to prove ROI to your COO? Options: Completion rate, Assessment pass rate, Time to proficiency, Audit score improvement, Customer satisfaction, Other
• Name the individual or role that holds final pilot approval and describe the must-haves that make them say yes.
• If the pilot hits the targets you name, what internal step would get a contract signed within 30 days? Options: Procurement approval, Budget release, Executive sign-off, Legal contract review complete, Other

Who else are you considering, really

• Who else are you actively evaluating or laterally considering as solutions to this training gap?
• Select which of these alternatives you are weighing now Options: Your incumbent vendor, Build content internally, Buy an LMS only and produce content yourself, Consulting or field training services, No alternative yet, Other
• For the option you'd default to, what would have to be true for you to stick with it rather than change?
• Has anyone on your team proposed building the content and assessments internally, and if so who would lead that effort?
• Is there an incumbent or internal solution that, if it met your top three criteria now, would end this search? If yes, list those criteria.

Can you make this work technically and operationally

• What integration or data dependency would immediately block a pilot if it were not resolved?
• List the types of back-end systems the platform would need to connect to, for example payroll, HR, scheduling, or point-of-sale. Options: Payroll or HR system, Scheduling or roster system, Point-of-sale system, CRM, ERP or finance, Other
• Who owns the APIs, data feeds, or permissioning for those systems and can they commit to a 12-week integration window if needed? Options: Yes, internal IT, Yes, vendor-managed, No single owner identified, Unsure
• Do you have a dedicated implementation lead and content SMEs allocated, and how many hours per week could they commit during a three-month rollout? Options: Yes, full time (40+ hrs), Yes, part time (10-20 hrs), Identified but limited availability, Not identified yet
• Are there legal, franchise council, or compliance approvals that typically add review time, and how long do they take? Options: Less than 2 weeks, 2-4 weeks, 1-3 months, 3+ months, Unknown
• If integrations, headcount, or approvals cannot be delivered within 12 weeks, will you postpone the pilot? Options: Yes, we would postpone, No, we would proceed with workarounds, Depends on which constraints, Unsure

Decision and acceptance, what will make this official

• If the pilot proves the numbers, what is the single next internal step that would get you to sign?
• Identify the budget owner and whether funds for year one are earmarked and approved. Options: Corporate training budget, Operations budget, Technology or IT budget, Local franchisee expense, Other
• What minimum contract length and commercial structure does your procurement prefer to approve quickly? Options: 12 months, 24 months, 36 months, Project-based engagement, Other
• How will franchisee compliance be enforced or incentivized, and who sets those rules? Options: Compliance fee or penalty, Operational incentives or bonuses, Tie to royalty or marketing funds, Audit requirements, Voluntary adoption, Other
• Who has final signature authority for this kind of vendor agreement and what is their expected decision timeline?
• If the pilot shows a 15% reduction in audit failures, would your executive team be prepared to authorize a system-wide rollout that quarter? Options: Yes, ready to authorize, Maybe, pending executive review, No, not ready, Unsure

• Solution Experience — Training Consistency Walkthrough

• Confirm the current state and its cost
• You confirm the demonstrated workflow eliminates the onboarding gaps and manual rework you described.
• Deliver a pilot curriculum sample and mapped competency matrix for the agreed pilot locations.
• Walk a representative new-hire onboarding scenario
• You confirm the reporting surface and metrics give the visibility required to identify and drive down non-compliance.
• Run a sample report using the provided list of pilot locations and deliver the results before the next session.
• Demonstrate location- and employee-level reporting
• Provide a list of 4-6 representative pilot locations and one typical new-hire profile per location.
• You agree on pilot scope, success metrics, and the evidence required for a rollout decision.
• Confirm the acceptance criteria and incentives you will require to drive franchisee compliance.
• Map reports to operational outcomes and incentives
• Validate alignment
• Agree pilot scope and success metrics

• Solution Experience — Training Consistency Walkthrough
• Solution Experience Deck
• Solution Brief — Training Consistency

• meeting
• slides
• document

• Produce video training modules
• Develop interactive simulation modules
• Author field assignment templates
• Build competency assessments and scoring rules
• Configure LMS course structure and enrollment flows
• Provision accounts and role-based access
• Import and map learner records from prior provider
• Set up reporting dashboards by location and employee
• Package mobile-optimized course delivery
• Localize course content for multi-language delivery
• Deploy pilot cohort and enroll site learners
• Execute phased rollout and enrollment waves
• Deliver franchisee change-management toolkit and comms
• Train franchisor administrators on platform operations

Produce video training modules

• Which specific operational procedures from your franchise operations manual should be converted into video modules (for example: opening checklist, cash reconciliation, food safety holding times)?
• How long should individual video lessons be for front-line roles at your locations (select typical target run-length)? Options: Under 3 minutes, 3-7 minutes, 8-15 minutes, Long-form (>15 minutes)
• Who on your side can provide subject-matter walkthroughs on-site for b-roll and process shots (role or department, e.g., district manager, kitchen lead)?
• What production quality is required to match your brand standards and employee environment (choices relate to studio vs on-site capture and closed-caption expectations)? Options: On-site smartphone capture with captions, Professional on-site crew (lighting/sound), Studio-shot modules with graphics
• Which franchise artifacts must appear in videos to validate procedures (e.g., POS screens, ingredient labels, temperature logs)?
• Specify desired accessibility features for video modules used by your locations (subtitles, audio description, downloadable transcripts). Options: Subtitles/closed captions, Transcripts, Audio description, None

Develop interactive simulation modules

• Which real-world tasks should be simulated for hands-on practice (examples: order entry on your POS, fryer temperature adjustment, table-side upsell conversation)?
• How detailed must the simulation logic be for decision branching (basic single-branch, multi-step branch with scoring, full scenario with timed actions)? Options: Basic single-branch, Multi-step with scoring, Full timed scenario with multiple outcomes
• Which job roles should have role-specific simulations (e.g., store manager, shift supervisor, server, cook)? Options: Manager, Shift supervisor, Server/CSR, Cook/Back-of-house, All of the above
• What integrations are required to make simulations realistic (for example: POS screen mock, inventory SKU list from your catalog, real menu pricing)?
• Which performance feedback do you want learners to receive inside simulations (instant hints, end-of-scenario scorecard, remediation path)? Options: Instant hints, End-of-scenario scorecard, Automated remediation assignments, No in-simulation hints
• Describe any compliance-regulated scenarios that must be included in simulations (for example: food safety time-temperature abuse, cash handling fraud control steps).

Author field assignment templates

• Which routine store activities should become field assignments (examples: 30-day opening audit, mystery-shop checklist, weekly inventory count)?
• How frequently should each field assignment be scheduled for learners at a location (one-time, weekly, monthly, triggered by hire)? Options: One-time, Weekly, Monthly, Triggered by hire/event
• Who completes verification of a field assignment in your workflow (store manager sign-off, district manager review, customer photo evidence)? Options: Store manager sign-off, District manager review, Photographic evidence by employee, Third-party audit
• Which evidence formats are acceptable for field assignment submission at your sites (photos of checklists, timestamped video, exported POS receipts)? Options: Photos, Timestamped video, POS receipts, PDF checklist upload, Other
• Specify any pass/fail thresholds for field assignments tied to franchise standards (for example: 90% checklist completeness or zero critical violations).
• Indicate if field assignments should create follow-up tasks in your daily ops workflow (examples: corrective action ticket, retraining enrollment). Options: Create corrective ticket, Enroll learner into retraining module, Notify district manager, No automatic follow-up

Build competency assessments and scoring rules

• Which role-level competencies from your standard operating procedures should be measured by assessments (examples: cash reconciliation accuracy, grill cook cycle timing, guest interaction script adherence)?
• What defines an acceptable pass rate for each role's assessment in order to mark a learner competent (for example: 85% on server guest interaction rubric, 90% on food safety quiz)? Options: Set per-role numeric pass threshold, Use pass/fail with manual review for fails, Require multiple assessment attempts with rising pass threshold
• How should scoring weight practical tasks versus knowledge checks for your hourly roles (percent allocation between simulation/observed task and multiple-choice)? Options: Practical 70% / Knowledge 30%, Practical 50% / Knowledge 50%, Practical 30% / Knowledge 70%
• Which remediation path should be triggered when a learner fails an assessment (automated micro-module assignment, manager-led coaching, retake window)? Options: Automated micro-module, Manager coaching task, Immediate retake allowed, Scheduled retake after X days
• Who will own assessment content updates when menu or procedure changes occur (role/title at your organization)?
• Which evidence sources should feed assessment scoring for blended evaluation (simulation logs, field assignment photo, live proctor note)? Options: Simulation logs, Field assignment evidence, Proctor notes, POS transaction samples

Configure LMS course structure and enrollment flows

• Which training paths should be prebuilt for common hire types at your locations (examples: new hire server path, manager promotion path, seasonal staff path)?
• How should courses be grouped for learners at a location (by role, by shift responsibility, by certification level)? Options: By role, By shift responsibility, By certification level, Hybrid grouping
• What enrollment triggers do you use today that should be supported (new hire record in your HR feed, franchisee manually enrolls, scheduled cohort enrollment)? Options: HR feed trigger, Manual franchisee enrollment, Scheduled cohort enrollments, Other
• Which prerequisites or prerequisite gating should be enforced in course flow (complete orientation before safety module, pass assessment before advanced tasks)?
• Confirm whether you need automatic enrollment by location roster sync or prefer manual enrollment controls. Options: Automatic by roster sync, Manual enrollment only, Hybrid (sync + manual override)
• Indicate required notifications related to enrollment (new learner welcome email, overdue reminders to managers, certification expiry alerts). Options: Welcome email, Overdue reminders, Manager alerts, Certification expiry

Provision accounts and role-based access

• How many user role tiers do you require to reflect franchise operations (examples: franchisee admin, district manager, site manager, hourly staff)? Options: 1-2, 3-4, 5+
• Which account provisioning method do you prefer for site staff (bulk CSV import, single sign-on from your HR system, invite-by-email)? Options: Bulk CSV import, Single sign-on (SSO), Invite-by-email
• What permission restrictions are necessary for franchisee admins versus corporate reviewers (ability to edit content, view reports, enroll learners)?
• Who is the named contact at your organization to approve admin account creation and permission changes (role/title)?
• Which single sign-on (SSO) provider or identity provider does your organization use for admin access (provide category, e.g., enterprise IdP)?
• Do franchisees require delegated admin accounts to manage only their location's learners and reports? Options: Yes, per-location delegates, No, central admin only, Hybrid (regional delegates)

Import and map learner records from prior provider

• How many learner records need migration from the prior provider and how are they distributed across locations (estimate count ranges per location)? Options: Under 1,000 total, 1,000-10,000, More than 10,000
• Which learner attributes must be preserved during migration into the platform (hire date, role, location ID, training history, assessment scores)? Options: Hire date, Role, Location ID, Training history, Assessment scores
• What file formats can you supply for migration (export from prior LMS CSV, SCORM package, API export)? Options: CSV export, SCORM packages, API export, Other
• Are there data cleanliness issues we should expect (duplicate employee IDs, inconsistent location codes, missing hire dates)? Options: Duplicates likely, Inconsistent location codes, Missing hire dates, Data appears clean
• Which fields will you designate as authoritative to map locations and managers (for example location number, franchisee legal name)?
• Do you require a migration validation report showing migrated record counts and data quality thresholds (for example: 99% location mapping accuracy)? Options: Yes, validation report, No, basic confirmation only

Set up reporting dashboards by location and employee

• Which key performance indicators (KPIs) must appear on location dashboards (examples: completion rate, assessment pass rate, time-to-certification)? Options: Completion rate, Assessment pass rate, Time-to-certification, Custom KPI
• Which drill-down capabilities do you need (ability to open from location KPI to individual employee record and attempt history)? Options: Location -> employee drill-down, Aggregate only, Custom drill levels
• How frequently should dashboard data refresh (real-time, hourly, nightly)? Options: Real-time, Hourly, Nightly
• Who should receive automated dashboard reports by email or Slack (roles such as franchisee owner, district manager, corporate ops)?
• Which thresholds should trigger automated alerts (examples: location completion <70% after 30 days, critical assessment fail rate >10%)?
• Indicate any data retention or export requirements for audit (for example: keep assessment attempts for 24 months, exportable CSV downloads). Options: 24 months retention, 12 months retention, Exportable on request

Package mobile-optimized course delivery

• Which percent of your learners primarily use mobile devices at work to access training (estimate percentage)? Options: 0-25%, 26-50%, 51-75%, 76-100%
• Which offline capabilities are required for field staff (download lessons for offline completion, offline assessments with later sync)? Options: Download lessons, Offline assessments with sync, No offline needed
• What device types do learners commonly use in your network (store-owned tablets, personal smartphones, desktop at back office)? Options: Store-owned tablets, Personal smartphones, Desktop/back-office PC
• Which mobile UX features are critical for front-line tasks (large tap targets, video captions, low-data streaming options)? Options: Large tap targets, Video captions, Low-data streaming
• Describe any POS or in-store hardware constraints that affect mobile delivery (locked-down kiosk mode, restricted network ports, guest WiFi only).
• Do you require in-app push notifications for assignment reminders and certification expirations on mobile devices? Options: Yes, No

Localize course content for multi-language delivery

• Which languages must be delivered at launch across your locations (for example: English, Spanish, Portuguese)?
• Which content types require localization versus simple subtitles (full voiceover, translated assessments, translated field templates)? Options: Voiceover, Subtitles only, Translated assessments, Translated templates
• Who will own review and sign-off of translated content in each language (role/title at corporate or local franchisee reviewer)?
• What cultural or regional variants must be accounted for in scenarios (local regulations, different menu items, regional procedures)?
• Indicate preferred localization workflow: translation then QA by local reviewer or concurrent in-country review during authoring. Options: Translate then QA, Concurrent in-country review
• Do you require language-specific reporting dashboards to compare adoption by language across locations? Options: Yes, No

• Master Services Agreement (MSA)
• Statement of Work (SOW)
• Subscription Agreement & Order Form
• Payment Schedule Agreement
• Service Level Agreement (SLA)
• Data Processing Agreement (DPA)
• Acceptance Criteria & Sign-off
• Franchisee Compliance Incentives Addendum
• Change Order Agreement
• Termination & Refund Agreement

• Go-live Health Check (weeks 1-4)
• First Measurement Review (weeks 4-10)
• Acceptance Gate Decision (around day 90)
• Ongoing Quarterly Success Review

• Circulate the next quarter operational plan including communications to franchisees and pilot schedules.
• Restate acceptance criteria and targets
• Capture a documented acceptance decision with pass/fail per criterion and the designated buyer signatory.
• Confirm the incumbent training system is decommissioned or retained-read-only and that data has been archived or migrated as required.
• Agree remediation actions with deadlines for any failed acceptance criteria so the onboarding window is closed with a clear next plan.
• Publish the Acceptance Decision record including pass/fail outcomes and the designated buyer signatory.
• If applicable, open remediation tasks with explicit success metrics and completion dates tied to the Acceptance Gate re-evaluation.
• Archive or migrate incumbent system data and set any retained systems to read-only, then publish verification of completion.
• Trend review of named metrics
• Confirm whether completion and pass-rate metrics remain at or are improving toward the Mutual Commit targets.
• Ensure the top adoption blockers are assigned resolution paths and timelines or moved to a prioritized enhancement pilot.
• Maintain a clear, prioritized enhancement backlog with at least one small pilot scheduled for the next quarter.
• Publish the prioritized enhancement backlog with scope, acceptance criteria, and target pilot dates.
• Close or reassign remediation tickets older than the quarter with updated resolution plans.
• Re-confirm success criteria and owners
• Confirm deployment is functionally complete and content is accessible to provisioned users.
• Document all critical blockers with owners and target resolution dates.
• Agree timing and format for the first measurement review.
• Publish the hypercare remediation list with issue descriptions, owners, and resolution dates.
• Deliver a short access validation report listing users who failed to onboard and steps taken.
• Schedule the First Measurement Review between weeks 4 and 10.
• Present first dataset vs targets
• Determine whether location-level course completion rate and employee competency pass rate are trending toward the Mutual Commit targets.
• Produce a prioritized remediation plan with target dates for each corrective action.
• Agree which pilot locations will validate fixes and the data each pilot must produce before the Acceptance Gate.
• Create remediation tickets for each identified root cause with required success criteria and target completion dates.
• Run targeted pilots at specified locations to validate fixes and report results before the Acceptance Gate.
• Update the dashboard filters and reports to track progress on the two named metrics for the Acceptance Gate.
• Deployment and data validation
• Adoption barriers and remediation status
• Diagnose root causes for gaps
• Present outcome data vs each criterion
• Capture adoption barriers from franchisees
• Document acceptance decision
• Enhancement request backlog review
• Access and onboarding flow checks
• Agree corrective actions and timeline to acceptance
• Early adoption signals
• Incumbent system decommissioning validation
• Operational plan for next quarter
• Remediation plan for any failed criteria
• Blockers and remediation plan