Training delivers for Hallmark Consumer Services: Warehouse team's new IT skills improve productivity and profitability

Abstract

Purpose

This purpose of this paper is to detail the reasons for the training, the form it took, how it was delivered and the advantages it brought.

Design/methodology/approach

Describes how training helped warehouse staff to conquer their fear of IT and to deliver major productivity improvements for Hallmark Consumer Services, UK.

Findings

Reveals that the European Computer Driving Licence (ECDL) course was launched, but largely failed, and the team being trained became very demotivated. The company had to rely on its own resources to teach the team the relevant skills and knowledge, and this system of being trained by peers worked very well indeed.

Practical implications

Shows that, within two weeks, the whole pick‐and‐dispatch team had become competent in using the IT equipment, encouraging the company to bring in more IT applications from the office to the warehouse. Those trained on stock control could now place the details of goods in stock straight into the system within minutes of the goods arriving and make stock adjustments for goods that had been returned. Office staff handed over these tasks within four weeks of this part of the software going live. The pick time per item was reduced from 35 seconds to 25, on the way to reaching Hallmark's target of 20 seconds.

Originality/value

Demonstrates that the success of the training, despite the bugs and delays in the software, has improved the company's productivity, customer service and profitability.

Citation

(2009), "Training delivers for Hallmark Consumer Services: Warehouse team's new IT skills improve productivity and profitability", Human Resource Management International Digest, Vol. 17 No. 1, pp. 5-8. https://doi.org/10.1108/09670730910930871