Auckland

Case Study : New World Victoria Park Auckland

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New World Victoria Park is one of the largest flagship stores for FoodStuffs within New Zealand with 350 staff.

Business Challenge

Due to increased competition from a new supermarket coming into the area, Rob McGregor the Owner engaged Dale Carnegie Training to partner alongside the management team to counter this and also to improve responsibility and accountability within the Business Units. This required developing the current staff through to higher levels. the key challenges and changes were : high staff turnover, lifting the customer service levels, developing a clear direction for the Store, buildskill capability of 2ICs, more responsibility for all divisions, succession planning and build leadership capacity.

Buisness Training Solution

The Dale Carnegie team worked with the Management Team to build a Vision Mission for the Store. The purpose was to obtain a well structured understanding of why the company is travelling in a certain direction and achieve the buy-in from all Senior staff to the direction was headed and the need to get there.

The Dale Carnegie programme was undertaken in-house for all Managers and 2IC's as a team for the purpose of building team work. I The aim was to develop an understanding between the individuals on the course, increasing morale, trust and communication through and across all divisions

The Leadership Training for Manager's Programme was then introduced for 20 Senior Managers. The purpose was to upskill the Managers to lead their teams as well as learning key processes to effectively run their business units such as time management, planning, delegation and appraisal systems. As part of the programme all participants are enrolled in an Innovation Project that must show a ROI on the bottom line profits or through cost savings of $8,000 per participant.

The World Class Customer Service course was delivered to the Managers and check-out operators and floor staff - 60 in total. The purpose was to identify what defined customer service for them and to make the necessary changes such that a new service level would become a reality, how to deal with complaints more effectively resolving customer conflicts and anticipating customer expectations- internal and external.

Results

By the end of the training the team at New World Victoria Park came away with a changed attitude and a newfound belief in their abilities.

"The results were outstanding. All our staff are now clear on what the expectations are for providing exceptional customer service. A positive change in attitude towards handling customer conficts and enquiries was exceptional.

The Dale Carnegie Course has been defining for our organisation. We had a reasonably high turnover of staff in the middle and lower levels, by utilizing this process it has become part of our culture. The noticeable results we saw were an immediate lift in morale and increase in the level of communication across the whole company improving efficiencies. The end result was reduced staff turnover by 33%

The confidence that grew within our people effectively helped them to realise that they were able to stretch themselves to levels that they have never achieved before. The courses gave our people the confidence to actually take everything learned away and apply it.

The Leadership Training for Managers Course led to overall cost saving to our organisation, the business plan helped our people realise the importance of working on their business units rather than working in them. The Performance Results Description project gave our people a system that is easy to measure goals and makes it very clear what each persons responsibilities are which in turn established accountability. The expectations and understanding of each of our staff roles is clear which in turn helps everyone to manage their time more effectively and has minimized the need for traditional systems of measurement and disciplines saving everyone a lot of time.

These courses enabled our people to take more ownership, pride in the service levels that they set and work with enthusiasm towards always going the extra mile. All the Dale Carnegie Processes that we have been involved in have had outstanding results for us.

Store Manager
New World Victoria Park

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