New Hire Training Program Reconstruction
Suburban Propane’s Contact Center new hire training is intensive and arduous. With limited facilitation time, lack of hands-on application, an accelerated pace leaving limited time for questions or deviations, and additional topics being added frequently, new hires were left with not only a shortage of knowledge and understanding, but lacking confidence in applying skills to their role. Due to the number of barriers, facilitators were inconsistent in recognizing learning styles and needs, making it difficult to offer additional coaching or assistance, which also led to an incredible amount of attrition. An overhaul of the training curriculum, the ability to more easily identify learner’s needs, and a restructuring of documentation resources provided for an increase in hands-on training.
Unexpected Creation of a Performance Development Plan
Liberty Resources increased the size of their workforce from around 600 employees to over 1,500. This growth taxed infrastructure and exposed inefficiencies in processes and technology. Turnover rate rose to 36% impacting consistency and quality of service. To revitalize the spirt of the workforce, Liberty Resources utilized an Emotional Intelligence curriculum entitled Becoming a Totally Responsible Person as a culture change initiative within the agency. The goal was to provide employees the training and support needed to overcome obstacles through collaboration, innovation and the ability to see opportunity where others saw barriers. In addition, the outdated, stale feedback performance evaluation model has been transformed to a dynamic, forward facing performance development model focused on growth and development.
Building a Project Management Competency
Indium Corporation identified project management as a core competency missing throughout the company. Projects were poorly scoped and non-prioritized causing project abandonment mid cycle, while others were delivered over budget and past schedule. There was no company-wide project management process or standard with room for improvement for on time delivery, better use of resources and cost savings. El Tigi Consulting recognized a need for establishing project management cadence and processes, and developing a project management competency within the company. El Tigi Consulting provided a talent development strategy to undertake building a competency foundation in project management company-wide with training and coaching, a project management organizational workflow, and adopting a project management information system for tracking and analytics.
Recognizing excellence in talent development in the CNY area
Evelyn C. Ingram
Director, Community Engagement
Building Employee Loyalty,
The Wegmans Way