TAFE NSW – Sydney Institute was invited by Franklins in 2002 to develop and deliver customised training in frontline management as part of Franklins’ Management Development Program, and also in occupational health and safety (OH&S) training, workplace hygiene and retail traineeships.
Franklins is a leading discount supermarket chain that sells groceries and perishable goods in its 80 metropolitan and rural stores in New South Wales. It is dedicated to providing outstanding customer service and being linked with the local community.
During the past seven years a partnership has developed between Sydney Institute staff members and Franklins where Institute staff members have a close working knowledge of Franklins’ culture, policies and procedures. To ensure programs satisfy Franklins’ needs and requirements, a Business Development Consultant from Sydney Institute works closely with Franklins’ Learning and Development Manager, Brigid McGrath.
Ms McGrath believes that the frontline management program ‘has had a direct impact on the improvement of Franklins’ business processes and procedures.’ She said, ‘Many of the assessment projects have been implemented as standard practice.’
The benefits are measurable, according to Franklins’ OH&S manager Robert Snape.
‘There is a reduction in workers compensation and public liability claims as a result of the training provided by Sydney Institute, and this has been a great return on investment for the organisation,’ Mr Snape said.
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Sydney Institute has also made a difference in other areas. The workplace hygiene training has raised the level of awareness of food safety across the organisation, according to David Hastings, Food Safety Manager, Franklins.
‘The training is a key component to improved implementation of food safety processes,’ Mr Hastings said. ‘Staff members now understand why they need to follow the processes and the implications [if they don’t].’
All training is customised for Franklins, incorporating their policies and procedures and relevant case studies, and choosing workplace assignments that add value to the organisation.
Franklins’ management staff members are involved in the delivery of all programs and a strong relationship has formed between the Sydney Institute facilitators and the relevant managers.
Individual support is provided to participants to ensure completion of the training program and to maximise Franklins’ return on investment.
Participants complete evaluation and feedback reports regularly and attend focus groups. The continuous improvement of the programs ensures benefits flow to the business.
Franklins has found that standard practices result from the training and assessment, and real outcomes include:
- a quick reference guide to OH&S policies that relates to each position within Franklins
- a system to manage deleted grocery lines within the stores
- a training program for fresh produce, to help minimise waste; and
- a mentor program for participants in the frontline management program.
According to Heather Roberts, Client Relations Manager, TAFE NSW – Sydney Institute, trainers are highly valued by Franklins.
‘They said TAFE NSW went way beyond the call of duty and took the time to really understand Franklins’ business.
‘That’s what really made a difference to the program: participants felt that it was something that had been tailored specifically for them and that our trainers understood the issues that they were facing,’ Ms Roberts said.
Sydney Institute continues to work closely with Franklins to deliver programs throughout NSW, developing and raising the skills of the Franklins workforce to meet the needs of their customers.
