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The Challenge
A national retailer faced the challenge of trying to ensure a high standard of customer service through its retail outlets. The retailers were highly knowledgeable, yet geographically diverse, and each retailer had a wide variety of knowledge and capability. Our client needed to develop a program that would ensure that all retailers were provided the same high degree of service and attention to detail that customers deserved.
The Solution
ILS redesigned, developed and administered a virtual corporate university. We conducted a complete audit of existing training programs and provided a design implementation plan to understand key learning needs. The corporate university was formed - a virtual campus servicing the learning needs of more than 3,000 employees across Canada. The training system we provided included program and course admissions/registration, reporting support, database maintenance and development, software applications, evaluation, and long-distance education training.
The corporate university currently designs, develops, implements and administers a wide portfolio of programs and courses through a variety of media, from conventional in-class sessions to a range of online training options. All programs are designed to focus on the specific needs of the individual learner (depending upon job function and responsibilities) and to address the key elements of customer satisfaction. The learning system operates independently of the retail population and parent corporation, yet provides complete accountability to both.
ILS manages day-to-day operations, thus freeing the client from daily administrative responsibilities. This allows everyone to focus on his or her customers while we handle the critical learning component.
The Benefits
The partnership between ILS and this client delivers real benefits:
- By supporting a single learning platform, all training functions are unified and are of consistent high quality across the country
- A flexible learning format allows for training to be customized, suiting both on-the-job activities and corporate requirements
- The quality of learning is enhanced
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