Training & Development at BILLA CEE. Christian Meister Head of Company Human Resources 16th of June 2015 Conference: Investing in Skills, Vienna

Transcription

1 Training & Development at BILLA CEE Christian Meister Head of Company Human Resources Conference: Investing in Skills, Vienna

2 BILLA in Central and Eastern Europe 7 CEE countries Bulgaria Croatia Czech Republic Romania Russia Slovakia Ukraine Over 700 stores More than employees More than 3,3 bn EUR gross turnover 2

3 - Training & Development at BILLA Why? Friendly and competent employees to give best service to our customers! Increasing professional skills Increasing management and leadership skills Enabling our employees Increasing of productivity Results Loyalty Develop ment Productivity Employee Engagement 3

4 Training Concept / BILLA CEE Training Concept Head Office & Warehouse Sales Soft & Hard Skills Trainings Management trainings Soft & Hard Skills Trainings Management trainings Induction of new employees Induction of new employees 4

5 Training Concept - Sales Soft & Hard Skills Trainings Store Employees Management-Training Regional Manager, Store Manager, Department Manager & Specialists Induction of new employees 5

6 Induction Of New Store Employees Our Training Centers Target Group All new store employees (basic induction) All sales employees (professionalization) Content Introduction / Your BILLA Company basics Standards for behavior / BILLA Codex Basic store processes Cash desk training Delicatesse training / bakery Professional know-how Target Focus topic training Soft Skills training Giving new employees time to learn before the start in the store Securing the induction standard in the stores 6

7 Induction Of New Store Employees Training standard Summary of the professional know-how in the stores Modular training system Target Group All Store employees Content (in total: 10 folders): Training schedule Introduction / BILLA Standards for behavior / BILLA Codex Professional know-how Mission statement Target Induction Securing of standards in the stores Customer service Career & succession planning 7

8 Induction Of New Store Employees E-Learning Who is addressed? Store employees Employees in head office Which content is trained? Introduction / Your BILLA HACCP Costumer orientation Focus friendliness Professional trainings Why we are doing it? Flexibility in learning Saving resources (time and costs) Easier way to keep learning content actual Securing the training standards 8

9 Soft and Hard Skills Training succeed-training Catalogue What is it? Catalogue: platform for all training activities Coordination by our succeed-coordinators / Internal Trainer Who is addressed? Store manager Store employees What is the content? Management trainings Professional trainings Country specific trainings Why we are doing it? Professionalize our employees Overview of our training- and development activities in the stores 9

10 Focus Training Friendliness Focus Friendliness Cash Desk/ Service Department Basics Strategy BILLA CEE Customer service training for all employees and managers in stores Trainig top-down (manager as a good example) Target Group Employees at the cash desk Employees in the service department (deli, bakery) Store employees ( friendliness basics ) Content Typical situations with costumers Ideal sales talk Ideal cash desk operations The BILLA costumer guarantees Goal Increasing costumer service and satisfaction Increasing the know-how of our employees Giving employees self esteem in difficult situations with costumers 10

11 Management Training Stores Content Compulsory leadership training for managers in sales Trained by our internal trainer Content of training is prepared on international level Target Group Regional managers Store manager Department managers (High Potentials) Content Basic leadership know-how based on BILLA case studies/ exercises Additional soft skills training for managers Goal Increasing the quality in management and leadership 11

12 Special Focus- Dual Education What is it? 2-3 years education for pupils Close Cooperation with a national school Project in Bulgaria and Romania with the strong support of WKO Austria (AA) First retail class starting in September 2015 Who is addressed? Pupils (> 15 years) What is the content? Combination of theoretical studies at school and practical training at BILLA (= dual system) Why we are doing it? Make retail attractive for young employees Gain talents for future management positions at BILLA Well established and successful system at BILLA Austria 12

13 Training Concept Head Office/ Warehouse Soft & Hard Skills Trainings Management Training Induction of new employees 13

14 Induction Of New Employees in Head Office Goal: Secure a good start at BILLA for all new employees Content: Module 1 Module 2 Module 3 Module 4 Module 5 Preparation Welcome & Overview Store Training Rotation key departrments Professional training/ introduction Training at the head office REWE International 14

15 Soft & Hard Skills Training Head Office succeed-training Catalogue What is it? Catalogue: platform for all training activities Coordination by our succeed-coordinators / Internal Trainer Who is addressed? Employees in the head office (employees and managers) Sales Force What is the content? Management trainings Professional trainings IT trainings Why we are doing it? Professionalize our employees Overview of our training- and development activities 15

16 International Management Trainings- Head Office succeed Management Trainings What is it? International trainings executed in Austria Who is addressed? head office managers Sales Force What is the content? Competent Leadership I Competent Leadership II Resilience in Stormy Times Effective Leadership Communication En Garde: Thinking and Acting Strategically Why we are doing it? Increase the management and leadership skills of our line managers International BILLA networking 16

17 at BILLA > off the job trainings each year > 65% internal trainings Focus of the next years: Training centers E-learning Dual Education > participants each year 17