People Development Schemes

The most successful companies are those where people are trained, engaged and competent to do what's expected of them.  Here are some of the schemes which we've developed to ensure that front line people are able to do their jobs effectively.

Colleague Development Programme - Retail

Our client, in common with many other multi-site companies, wanted to provide consistent, measurable induction training that was quick and easy to deliver and which focused on achieving the company’s goals of:

• Driving sales
• Improving customer service
• Increasing productivity

Traditionally, induction training had been delivered using a mixture of off-job and on-job activities.  Ian developed a solution that took training out of the classroom and enabled it to be delivered as part of doing the real job.

Customer Service Advisors (CSAs) now receive an illustrated workbook which addresses all their training needs.  The illustrations help both the trainer (either a member of management or an experienced team member) and the trainee to understand and discuss the company’s operating standards and procedures. A similar approach has been developed for office staff.

The majority of the training follows the route of:

• Tell > Show > Do

As part of these sessions, the trainer:

• Explains how to carry out the job and why it’s important > Tell
   

• Demonstrates how to carry out the job > Show
   

• Watches the new CSA carry out the job to make sure that it’s done correctly and provides support and encouragement as appropriate > Do.

The workbook also contains exercises, which encourage the new CSA to talk to customers and find out more about the way the store operates and review documents for discussion with either the Store or Assistant Manager.

A separate Manager’s Guide explains how to deliver, support and review the training.  In addition, Ian developed an annual review process so that store colleagues would keep up-to-date with the latest business changes and the business would be satisfied that store colleagues had retained the required knowledge and skills.

“The new scheme will greatly help us to get our store teams to focus
on delivering excellent service and driving store sales.”
Retail Development Manager

Craft Apprentice Training Scheme – Power Distribution

Our client had been running a Craft Apprentice Scheme for many years.  However, the Apprentices didn’t receive any learning materials, either to guide them through the scheme or to help them monitor their progression.  Ian worked with senior members of the client’s training team to discuss how and when the training should be delivered.  He also used the Craft Competency Framework, which he had also developed for the client (click here for more information) to provide a structured approach to the learning.  This ensured that the Apprentices covered all the key areas required by qualified craftspeople and that they learn these in the right order.  Ian’s work also impacted on the content and timing of the various training courses which the Apprentices attend.

To start with, Ian produced three simple diagrams, one for each of the three separate crafts within the Apprentice Scheme.  These summarised all the elements of the scheme (knowledge, skills, courses, assessments and qualifications) and helped to stimulate debate within the business.  This was the first time in the organisation’s history that people were able to see at a glance how the scheme fitted together.

Once agreement had been reached on the overall structure of the scheme, Ian produced a range of supporting materials including:

• A handbook for apprentices, which shows them how the scheme fits together and explains what they have to do.
   

• A checklist for apprentices, which enables them to ensure that they gain practical experience in the key parts of their job.
   

• A handbook for managers, which shows them how the scheme works and explains what managers need to do to support the apprentices.
   

• A leaflet for qualified field based craftspeople, so they know how to work with the apprentices to support the apprentices’ development.
   

• A licence document, which clearly shows what an apprentice is allowed to do and so needs to practice at each stage of the scheme.

"The finished scheme and supporting materials have been well received across the business and have provided clarity around the aims and objectives of the course.  In particular, the simple language and straightforward construction of the materials produced by DLD Solutions have helped all involved with apprentice training to have a clear idea of their role in the important process of developing our future craftsmen."
Head of Training and Development

Packaging Operations NVQ Level 2 Workbooks

The NVQ Level 2 for Packaging Operators aims to provide work-based learners with the skills, knowledge and understanding needed to meet the quality, safety, legal and cost requirements of packaged products.

Working with our client, who sponsored the project, industry specialists and IoP: The Packaging Society (a division of the Institute of Materials, Minerals and Mining) Ian developed a suite of 20 illustrated workbooks.

The workbooks provide the underpinning knowledge needed to complete the NVQ.  They also contain various exercises to help validate the learning process.

The workbooks are the first of their kind within the packaging industry and have stimulated a high level of interest from both employers and local colleges.

Superior Sales and Service – Hotel and Catering

Our client specialises in providing short breaks, just for adults, at thirteen UK locations including: six historic hotels, three character hotels and four coastal resorts.

The company wanted to improve its overall business performance by developing the knowledge, skills and behaviours of its team members.  It wanted to ensure that training was delivered to a common, uniform standard throughout all its Hotels and Classic Resorts.  Ian was asked to develop the content of a job skills training programme for new team members covering:

• Reception

• Restaurant

• Bars

In collaboration with the HR and Training teams, several sites were visited and numerous job holders were interviewed, along with their managers.  Ian also sent time working on the reception desk of one hotel to understand the procedures that staff had to follow.  He also analysed the company’s standards manuals and talked to subject matter experts.

Ian wrote the content of all the training materials which the client then designed.  The materials included:

• Workbooks for each of the three areas

• Training Guides for Managers / Buddies (trainers)

• A leaflet for senior managers

Feedback, from the client’s senior management, has been extremely positive. 

“We were impressed with the way that Ian quickly learned about our business and identified the way our people operate.  Ian required the minimum of guidance from us and delivered an excellent set of materials.”
Training Manager

Induction and Job Skills – Contact Centre

Our client’s Contact Centre, based in the North of England, handles just under a million calls each year.

The Contact Centre contains a number of specialist teams.  These teams must all work effectively with each other to deliver a high standard of service, both to our client’s customers and to its store teams.  It is therefore essential that all team members have the right knowledge and skills and are able to do their jobs right first time.

Ian analysed the existing materials and identified the gaps in their content.  He interviewed members of each specialist team and determined what they needed to know.  He then produced the Contact Centre Development Programme to supports people’s training at the start of their employment.  The Programme provides a wealth of information about the Company’s systems and procedures and gives clear step-by-step instructions on how to get things done.  

The initial reaction to the workbook was highly positive.  We were told that “it looks fantastic and everyone is pleased with its progress so far.”  As time progressed, the feedback was even better.

“The workbook not only proved to be an invaluable tool during training,
but continues to act as a great reference guide for all.”
Operations Co-ordinator - Resource & Development

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Ian Woodward 
DLD Solutions Ltd
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