Case study transcripts
Dollond and Aitchison
Andy: The significance for D&A in making the Skills Pledge was that we were making a very public commitment. What’s interesting though is that it sets the standard for the rest of the training that we deliver, so we create an expectation within our business that not only do you carry on getting trained through the career path, but there will be qualifications that match that.
John: It’s helped me to build confidence because I know what I’m talking about an I can, I can speak to people and I’m, I’m able to tackle any questions that they may have. It’s given me the understanding that Dolland & Aitchison cares for the people that work for it, for the employees, it provides them with opportunities to grow and to progress, so it, it, it’s made me feel really valued as an individual.
Andy: Productivity we know increases. We also know customer service ratings improves. Labour turnover we know tracks about ten points below the Skillsmart Retail labour turnover figures for retail as a whole, so we know that’s good. We also know that around about 85% of our management appointments come internally and they come from our fully trained optical adviser population.
So it’s very clear to us that we get benefits in terms of cost and sales, as well as improvements in service from our customers through doing what we do.
