De Bijenkorf

Sabine Slegt, scheduler and previous team manager Sales at De Bijenkorf: "Through the programme the emphasis was placed even more on passion: passion for De Bijenkorf and passion for the client, which is where it is all about.

The introduction programme exists of three different levels: an e-learning, a part for gaining practical experience and a closure training. This way of working is also called blended learning, a mix of online and offline educating. The approach is a quick and effective way to let employees get acquainted with the vision of De Bijenkorf on service and sales.

Technique, practice and theory

During three days, newcomers start the day with an e-learning of 20 minutes. Ingrid Verwoerd, project group member at De Bijenkorf: "A major advantage is that employees when they enter the work floor, are already trained and don’t have to wait first until there are enough participants to start a training. Another advantage is that everybody is prepared for the work floor in a uniform way." The used images are selected carefully. "The e-learning fits the style of De Bijenkorf completely. The voice-over is even spoken by a colleague", says Slegt. After the e-learning it is time for practical assignments under supervision of a buddy. All starters are linked to an experienced employee familiar with day-to-day operations within De Bijenkorf. Slegt: "The buddy-system operates very well. For the buddy’s it is a new challenge and a chance for further improvement. For the newcomers it is nice that they can direct all their questions to one and the same person." After three days, the participants fill in an online profile, so that is mapped what goes well and which opportunities exist for improvements. After the participants, in three months, have gained enough experience, a training follows. "The advantage of this working method is that the training can be deployed very efficient. In this way we know what to work on in the training for every participant. An ideal combination of technique, practice and theory", thus Verwoerd.

Bundling of forces

To ensure that the introduction programme would be completely in line with the practice, the project team was composed of experienced store-employees, HR employees, management, marketing-employees and specialists from Moovs. Slegt tells us: "Moovs had a lot of knowledge and examples of good practice, which enabled them to act quickly and pragmatic." Verwoerd adds: "The cooperation with Moovs was very positive. What they do very well, is set tasks and monitor the process. What I also like is that Moovs uses a sales model in six steps. In order to communicate this model well, we looked together for a mnemonic. For that we looked to the mission of De Bijenkorf. Soon we got the idea to link the sales model to the word passion. Each letter stands for a certain phase from the model. The P stands for Proactive, the A for Address and so on. This was received very enthusiastically by the organisation." The new way of working is received well both by all starters and current employees. Slegt: "The management is also happy with the programme because new employees are as quickly as possible prepared for the work floor in a very clear and understandable way."