Retail Operations & Processes - B&Q
Stock Management
Copia delivered a company-wide Stock Management e-learning programme
for B&Q plc, covering the full range of internal processes from
warehouse procedures and database maintenance, to stock movements
and checkout operations.
Seven hours of training are delivered in 20 modules, all cross-referenced
to illustrate the importance of each stage within the overall context
of the retail operation.
The programme was designed not only to improve job-related skills,
but also to instill a culture of responsibility and attention to
detail. We achieved the latter by showing the positive or negative
impact an individual's actions can have on colleagues and customers
for every stage of the stock management process.
Sales Techniques and Customer Service
- B&Q Showroom Operation
Copia has produced a suite of training programmes for B&Q sales
advisors - a satisfying case of success breeding success. So far
we have completed trainings covering:
- Sales Techniques and Customer Service
- Garden Power Tools
- Kitchen & Bathroom Design
- Customer Relationship Management System
- EPOS
Each focuses on improving the core skills that impact B&Q's
performance where it counts, while communicating information in
a clear, down-to-earth way that suits the broad demographic of the
company's employee base - from school leavers to 60 year olds.
Systems Training - Adecco
HR solutions company, Adecco, relies on it's MAX database system
to gives staff access to details of thousands of qualified personnel,
clients and job vacancies.
Copia produced a bespoke systems training programme so Adecco could
quickly, and cost effectively, train every new branch member of
staff to use this key information resource.
First, we established the fine detail of the training procedure,
documented tasks and defined processes. Then we worked closely with
the classroom tutors to streamline the basic training programme
and determine the critical training path.
Adecco has put hundreds of staff through the programme, which paid
for itself within three months.
Performance Support - First National Bank
Performance support tools let you gather and share job-related
information, ideas and knowledge in a structured, on-line environment.
For First National Bank, Copia carefully developed a system to
suit the structure and processes of the organisation.
Product Knowledge - Lombard Finance
Lombard Finance provides asset finance
for businesses. The company chose Copia to design e-learning that
would integrate seamlessly with residential workshops in a blended
sales training programme.
We took the time to understand Lombard's financial products thoroughly,
and to create customer-focused scenarios and assessments. As a result
the programme efficiently brings new sales coordinators and account
executives up to speed on a range of technically complex financial
products and regulations.
This product knowledge is the essential foundation for further
sales training, and users must achieve a minimum score of 80% in
the assessment to qualify for the residential part of the course.
This blended approach has shaved two costly days off every workshop,
which can now focus more productively on sales techniques.
Skills Assessment and Compliance - Lombard
Finance
Copia's Training & Accreditation programme for Lombard Finance
helps ensure that the company complies with rules laid down by the
General Insurance Standards Council (GISC).
One of these covers the accreditation of the Lombard sales force
- each team member must achieve accreditation yearly. This involves
learn about insurance products and the ethics of selling them, and
displaying this knowledge by answering set questions determined
by the GISC.
Lombard chose Copia for its experience in the finance sector and
because of its positive experience on its product knowledge programme
(see Product Knowledge case study).
The company has used the programme for two years and has put thousands
of employees through the programme.
Induction - First National Bank
Copia's induction programme for First National Bank is a Flash-based,
on-line training environment used by new recruits to the company
and their line managers.
The system combines self-paced learning with off-line activities,
to introduce new staff to the company, its products, corporate structure
and mission. It also enables line managers to ensure that all inductees
have absorbed this information by monitoring their progress.
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