Pollo Campero USA Digitizes Its Standard Operations Manual With Articulate 360

The Challenge

Pollo Campero USA needed a more engaging, efficient way to educate restaurant staff on key processes

To ensure quality and consistency across hundreds of locations, Pollo Campero USA maintains a standard operations manual with key processes and context for restaurant employees. The in-depth, 500+ page document was available as a physical copy in each restaurant, or a downloadable PDF.

Updating and distributing such a lengthy document is a costly and time-consuming process, requiring physical copies to be ordered, printed, and shipped nationwide., Historically, Campero USA could update the manual only four times a year.

The organization also noticed a knowledge gap when employees used the PDF version. The PDF manual omitted videos and other interactive elements that help team members grasp the content more effectively. 

Pollo Campero USA needed a more engaging presentation method and a more efficient, cost-effective way to deliver it. Achieving this goal would give employees  timely and comprehensive information to help them deliver unparalleled guest experiences.

The Answer

With Articulate, Pollo Campero USA is transforming its standard operations manual into an interactive digital guide

To reformat the operations manual, Pollo Campero USA turned to Articulate 360. The team is currently transforming the 500-page PDF into interactive Rise courses. “It’s really easy to grasp,” says Lulu Candanoza, Operations Service Specialist, of Rise. In just two weeks, her team was able to grasp the ins and outs of the product.

“Rise, for us, has been life-changing,” says Candanoza. Rather than waiting to make quarterly updates, “we can see changes in real-time.” Now, team members across the country can access the up-to-date information about restaurant operations processes without requiring the company to ship physical manuals to hundreds of locations. 

As the team digitizes the manual, they’re refreshing the media to make it more engaging. With Rise, they can now add videos, voice notes, interactive diagrams, and other elements that make key concepts easier for learners to understand.  

Labeled graphics have been a game-changer for Pollo Campero USA’s content, says Candanoza. Now, the team can capture images of correct restaurant station setup, including clickable labels. This has helped the organization replicate and standardize restaurant practices in real life.  

The organization has experimented with Articulate’s AI Assistant to increase the efficiency of the transformation process. In their trial of AI Assistant, the ability to upload standard operating procedures source documents has been particularly valuable for generating step-by-step process drafts in Rise. 

“For our team in cybersecurity, it’s really important for our data to be protected. It’s a lot of peace of mind knowing that in Articulate, all the data we upload [to AI Assistant] is safe,” she says.

Unlocking Human Potential

Pollo Campero USA’s interactive guide has increased its manual’s efficacy and process efficiency

Using Articulate 360, says Candanoza, has unlocked greater levels of efficiency and engagement for the organization, eliminating need for time-consuming manual processes. 

While the conversion process is still underway, Candanoza notes that the initial feedback and results of the revitalized manual in Rise have been excellent. “It’s not only a win for our restaurant teams,” she says. “It’s going to streamline our work [in Operations Services].”

With Articulate 360, Pollo Campero USA is transforming its standard operations manual for restaurants into an interactive digital guide, updatable in real-time for hundreds of restaurants across the country.