The national retail organisation provides utility services across Australia. They have a number of consumer focused retail outlets across Australia and a national call centre.
The organisation had gone through a restructure and the result was that a number of staff would started delivering a more customer focused service. As a result, a number of staff were promoted from a supervisory/team lead role to a front line managerial role leading a team of people through this change. The organisation was looking at providing its front line managerial employees with leadership and management skills and ensuring national consistency.
Skills Strategies International conducted a Training Needs Analysis (TNA) with the organisation and as a result suggested all front-line staff to undertake the nationally recognised qualification BSB42015 Certificate IV in Leadership and Management. As a result of the TNA, Skills Strategies International contextualised the qualification in line with the organisations specific requirements and desired outcomes and delivered the training on-site at the clients’ premises to a select group of staff.
The training was delivered as a blended option with a combination of face-to-face and self-paced online learning through the Learning Management System.
As the training was designed and delivered as a bespoke training option staff managed to work faster through the course and deliver a high quality of workplace assessments. As the Certificate IV in Leadership and Management training course is highly practical, staff was able to implement learned matter into the workplace instantly and see the results it had on the organisation.