Want to drive customer focus in your company? Start with your own people. KAPS Ltd is using an innovative blended learning programme to train 200 people as part of a company-wide turnaround to drive customer-centricity.
The Kenya Airports Parking Services (KAPS) has dominated its market for years. But with increased competition from new market entrants, it is under pressure to improve customer service. It wasn’t enough to train frontline staff in standard customer service techniques. KAPS wanted to build a company-wide culture of accountability and customer-focus, starting from the MD at the top, to the lowliest car-park cashier. But how could it train 200 people while sticking to a reasonable training budget? And how would they know if the training made any difference anyway?
AMI has been working with KAPS to design a blended learning programme for the entire company that combines engaging online content with interactive workshops and ongoing application on the job, all backed up by regular data and reports. Instead of attending a one-off workshop, each KAPS employee joins a year-long programme as part of the KAPS academy that helps them learn core principles, apply them on the job, and seek feedback from their boss and peers on how they are performing. Employees can learn anywhere, anytime, even on a mobile phone, and they are encouraged to immediately practice what they learn in their daily work. The system generates regular reports so that KAPS managers can see if staff are actually applying what they learn, and impacting the company.
For KAPS, a blended online/offline approach to learning meant they could do more with their money, without sacrificing high-impact in-person workshops. It also meant they could get everyone in the organization on the same page, and increase communications and collaboration across different levels and departments. And critically, they can ensure that learning actually translates into business benefits.
“AMI’s approach to training is incredibly innovative and very cost effective. The learning platform is engaging, the content is excellent and most importantly, AMI actually helps staff apply what they learn on the job. We are using AMI to build skills and improve performance across the company, from the CEO, to managers and supervisors, down to our car park cashiers. Our staff love the fact that we are investing in them, and we’re already seeing the impact in their on-the-job performance. I would thoroughly recommend AMI if you want training that actually makes a difference,” – Barbara, Group HR Manager, KAPS Ltd.
Every company we meet has different needs. Some want us to help them develop completely customised materials to address specific company needs. Others want their staff to have access to certified courses that will help them feel as though the company is investing in their success. Some like the interactivity of in-person workshops. Others want a purely online solution that will serve dispersed workforces. Whatever your needs, come and talk to us about a solution that will work for your staff.
AMI Blog 