The School of Continuous Improvement binds the first customer-facing Saturday to the onboarding cell that skipped the training video and still passed the quiz.
A four-cell map of franchise onboarding, adopted as the first-fortnight floor rule
A franchise’s first Saturday on the floor now goes to the new hire who skipped the onboarding video and still passed the quiz. A research poster from the School of Continuous Improvement names the four cells of that session and binds the next intake’s roster to one of them.
Dr Marit Osayande, Lecturer and Convenor of the Living Dashboard, led the work with Dr Ingeborg Nwachukwu, Convenor of Capability Sprints, and Doctoral Candidate Hedvig Anyanwu. Headset-on logs and quiz results from 38 franchise sites were coded against the first-fortnight Saturday roster, sorting every new-hire session into Watched-passed, Watched-failed, Skipped-passed, or Skipped-failed.
Skipped-passed is the smallest of the four cells and the one that already accounts for most of those Saturday shifts. From the next intake, partner sites will roster a customer-facing Saturday only from that cell; hires who watch the video as designed wait on close-and-clean until a skip is recorded. There is no override.
The finding sits with the School’s evaluation-ecosystem agenda as a staffing rule rather than a training recommendation, and the University is prepared to treat the next intake as the first cycle run under it.
A completion tick is a staffing instrument whether anyone meant it to be. The interesting work is deciding which tick we are willing to be bound by.
— Dr Marit Osayande, Lecturer and Convenor, Living Dashboard, School of Continuous Improvement
Dr Nwachukwu said the School “has learned more from the cell that was never supposed to count than from the path the video was written to produce.”
The full poster is available from the University’s research repository under an open licence, doi:10.5555/slop.efpyhk.