Pilot IMS Birmingham - Case Studies - Retailing - Funded Training Development Programmes

Retailing combines the stresses of long hours with unscheduled peaks and troughs of work, dealing with the irregular pattern of customer requirements. This generally requires good product knowledge, good interpersonal skills, an alert mind and a calm demeanour. Under the present day economical environment within UK, no retail outlet can allow itself to be overstaffed. This makes for scheduling difficulties for any proposed staff training during normal opening hours and particularly so for the smaller scale operations, where staff coverage is minimal.

The impact for the external training provider is that access to both customer-facing staff and those supporting them can be very problematic. We overcome it through flexibility. .

The hygiene courses and new City and Guilds retailing courses have proved to be of real interest and value to our retailing clients, giving practical information and development of skills that are immediately applicable.

Client Companies include:

Big Johns.

Bombay Brasserie. Language support provided in Urdu.

Indiagates. Punjabi language support provided.

Shamoli

Project example

Programme Details
The client organisation operates a rapidly expanding chain of fast food outlets within the West Midlands. It thus experiences all the normal problems of a successful and growing business - the appointment and training of new managers and the training and rapid turnover of operational staff. A comprehensive training programme was therefore devised to encompass the complete branch organisation. This involved retail management for the branch managers and supervisors and a development programme for the front line and kitchen staff. The complete package was aimed at the participants achieving Level 2 qualifications, supported by the LSC through the new, nationwide Train to Gain initiative.

Preparation
In assessing the existing qualifications of the course participants, it was apparent that there would be some requirements for training in Skills for Life with the counter staff in particular and that there could also be a requirement for language support in some instances. Such a requirement was covered by the scope of the Train to Gain initiative. It was also apparent that, due to the operational requirements and frequency of customer arrivals, it would be difficult to pre-arrange any set times for the trainer/assessor to work with an individual participant for even a short period of time. Any ad hoc arrangement would also be subject to interruption in response to customer needs.

Course Delivery
The course commenced with Skills for Life training being delivered in order to assist the participants to be able to undertake their NVQs. This training covered both Literacy and Numeracy. It was delivered by PILOT's Consortium Partner, the Basic Training Centre, which has specialised in this work for over 5 years.

A series of workshops was then organised and run at the Head Office facility. These were to provide the underpinning knowledge necessary for the completion of the NVQs, including food hygiene, which was delivered by another specialist associate company, NLG Food Hygiene.

The Workshops were followed by individual 1-to-1 sessions with the PILOT Trainer/Assessor at the various outlets. Our Trainer/Assessor worked closely with the Branch Manager to ensure that the individual participants all progressed their work for their qualification as and when customer service allowed. This often led to extended sessions when written work was required. Language support was provided to assist this aspect of the course, particularly for the understanding of some of the standard terminology included in this qualification.

Outcomes
All participants passed the two ability tests required following the Skills for Life training. The Workshop sessions were well received and proved to be useful additional training for many of the participants. The employees who remained to complete the course were all delighted at their success, as were their Managing Director and Branch Managers. Since the completion of the course, the managers report noticeable improvements in general customer service and in staff confidence and morale.

Contact Us