19
Modernising Training
Case Study
r e t a i l g o e s e n v o g u e
The retail industry has long lagged behind other
sectors in terms of learning styles, but slowly
it seems to be taking on board more modern
learning trends. Major retail chain TK Maxx,
with the help of e-learning software publisher,
Mohive, has taken the lead by tackling the
‘departmental’ culture in retail training
N
eed a new pair of trainers? “The
sports department’s on the second
floor.” Looking for that perfect
birthday present? “Try the gift department
at the top of the escalator, Madam.” Want
to order an out of stock item? “Customer
services is on the top floor, Sir.”
If there’s one thing the retail industry
understands it’s how to departmentalise.
It’s a culture that characterises the public
face we see on the high street’s most
established retailers, and it’s a culture that
runs deep into the inner sanctum of the
industry’s back office too. But for one
departmental leader in TK Maxx’s learning
and development division, it’s a culture that
needs a little shaking up.
“Learning options for retailers today are
often inflexible and inaccessible,” says
Collette McFarlane, Head of Training at TK
Maxx. “Off-site workshops have become
the norm for the industry and while these
provide an essential opportunity to share
and discuss a broad spectrum of training
issues, they are by nature based on the
concept of learning in communities. What’s
always been lacking in retail is a really
robust personal learning and knowledge
sharing experience to complement the
off-site workshop.”
Collette and her team are currently
re-energising TK Maxx’s course
infrastructure with a Mohive-designed
Enterprise rapid e-learning platform.
Capable of delivering skills training
‘on demand’ whenever and wherever
it’s required across the operation,
Collette believes the new system will
fundamentally change the way learning
works within the business.
Learning Magazine
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