Progress in 2005: Training and Developing our Staff
- The Diploma and Certificate management development programmes, accredited by the Institute of Leadership and Management, have continued, with approximately 1,400 managers having attained this qualification. This is now a core part of our management development programme. To help embed the learning from these qualifications, we have developed a number of workshops to enable managers to improve their skills in key areas such as interviewing and coaching. These will be rolled out during 2006.
- We have launched workshops to engage managers in the Customer Experience programme (see 'Our Customers').
- For our Customer Service staff, we continue to support the gaining of qualifications in their particular area of the industry, and have piloted formal Customer Service qualifications in conjunction with the Institute of Customer Service. This will continue in 2006. We have also reviewed all our core customer service training courses and will roll out updated versions of these in 2006 that better reflect the standards expected by our customers.
- We have developed The Learning Centre, a computer system that will centralise all our learning material and be accessible to all staff. This will make it easier for staff to find appropriate training and enable them to continue their development. They will also be able to track their progress through their own development plan. This will be rolled out in 2006 and is a key part of moving towards a culture where learning is a part of everyone's job.