―――Tell us the background of why you brought in Teachme Biz?
Sushi Kings provides Japanese food services such as conveyor belt Sushi (Kaiten Sushi) in Malaysia. Since its establishment in 1995, it has steadily expanded its stores and has grown into the largest conveyor belt Sushi chain restaurants in the country. Recently, we have obtained halal certification, which made Malay customers with a conservative food culture visit us more and more.
When we were using paper manuals, we had three major issues. The first one is a problem in standardization. We employ a significant number of staff from outside of Malaysia. In that case, we had a language barrier and training was done by “look and imitate”, so trainers needed to visit the stores many times for the training. As a result, the skills and service quality of the new staff varied.
The second issue is we spent so much time on training. Restaurant industry has a high turnover rate, so we always have new staff in the restaurants. We teach, they quit, and then we teach again. It goes on like that repeatedly, so the training consumes a huge amount of time.
The third problem is the lead time for manual distribution. It may be a unique problem only in emerging nations that logistics is not as developed as in Japan, and some of our restaurants are in places where they cannot be reached on land, so sometimes manuals are lost during the delivery. Each time the manuals were updated, it took up to 7 – 10 days.