Parkson Asia-Pacific

Situation/Challenges

• Largest Department store group in Asia Pacific.
• Regional positioning with inconsistent service protocol across the stores.
• High numbers of staff that needed to be trained (5,000).
• High staff turnover (300%).
• Expansion of new stores across multiple countries.
• Inexperienced sales advisors to sell premium brands.
• Previous training was a 'face to face' briefing' upon staff induction.
• Challenged by cost effective training methods.

Aim

Consistent level of sales and service across all staff and stores.

Red Scout’s Involvement

• Developed customised learning platform to track training.
• Developed 7 modules of core customer service and sales training for all staff.
• Launch plan.
• Implementation/ Account Management.

The Results

• 10,000 Staff Trained 
• 26,063 hours of training completed online (in 6 months)

= 78,189 hours of face to face training (1 hour of online = 3 hours of face-to-face)

To complete 78,189 hours of face to face training in 6 months you would need:

• 82 full time trainers to be training 8 hours per day for 6 months.

---

Parkson has 39 outlets all over Malaysia.  Within its set-up which is geographically widespread… encompassed with its rapid growth and staff turnover, we needed a training programme that meets the 3 Cs – Consistency, Coverage and Cost-effectiveness.

… This is a very comprehensive programme; it can be done in-store, whereby it doesn’t incur any additional cost for additional time off.

It takes probably 3 full days for a face-to-face classroom training but in eLearning, it probably only takes 3hours. More so, we realise that in classroom training, the staff may remember about 10% of the content.  Well, in eLearning, the staff has no limitations to revisit the course content to learn and practise.

---