Waitrose – Duty Manager Training
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All Waitrose stores have a number of qualified Duty Managers, whose responsibility is to oversee the running of day to day operations in the absence of the Store Manager. Training was carried out within stores using traditional training methods and could take over six months to complete.
Waitrose needed to reduce the time taken for Trainee Duty Managers to qualify and also provide a consistency in the training materials that may not have existed previously.
Dynamic were selected to develop a suite of e-learning lessons covering all aspects of store management from How to Trade Legally to Handling Customer Incidents and Dealing with Dishonesty.
The materials have been developed as a series of scenarios aimed at introducing the Duty Manager to situations they may be faced with when running the store. The programme is supported by a workbook and in-store coaching with ‘buddy’ support and the learning is reinforced through a series of on-line and on-the-job assessments.
The time taken for Duty Managers to be trained and be able to deputise for Store Managers has been significantly reduced and all Duty Managers now receive quality training delivered in a consistent manner.
