Case Study: Making Training a Competition at SonicFor morethan 60 years, Sonic has been America’s Drive-In. With over 3,500locations, it is also the largest chain of drive-inrestaurants in America. The fast food chain sellsmade-to-order classics and signature menu items delivered byfriendly, roller-skating carhops. Sonic created the Dr. PepperSonic Games, an extensive nine-month training program, with a goalof ensuring that employees across all of those locations hadthe same training. The company also saw it as a way tomotivate employees to learn and improve theirperformance. For over 20 years, employees across the chainhave been given the opportunity to participate in this competition.A dozen crews participate in the final competition to becomethe Best Crew in the Country. The training program includeslocation-based sessions, team challenges, quizzes,secret shoppers, and individual competitions. The training isrelevant to the work that the crews do each day so transfer oftraining is readily apparent. One goal of the program is to ensurethat employees understand every part of the drive-in so thatthey can provide exemplary service to the customers and havefun while doing so. The company has found that byincorporating a gamification feel employees get excited andenergized about participating in the training. An onlineportal provides digital training modules that help employees moveto the next level. The competition involves crews competingagainst crews from other locations. As a result,the importance of working together as a local team (crew) isreinforced. The company believes the training program issuccessful and has data to support that belief. It has seenimprovement in everything from food quality to overall employeeperformance. Employees have a chance to build their skills andthe teams have motivation to work collectively for the good ofthe business. In the end, members of the 12 winning teams receivean all-expense paid trip to Washington, Dc, for the finalcompetition. That event marks the first time many of theparticipants will have been on an airplane and, for some, even thefirst time to leave their home state. Those are pretty goodincentives to participate in the training program, makingthe experience a win-win for employee andcompany. Source: Human Resource Management, 4th ed, Gowan& Lepak, p. 331

• What is your reaction to a trainingprogram of this type? Would you be motivated to participate? Why orwhy not?