14/12/2010
By Scott Thompson
The Co-operative Group has completed the initial nationwide roll-out of a new online communication and training programme to food stores, following a successful pilot. CITRUS, which stands for Communication, Induction, Training, Resource, Understanding and Support, is a web-based application, developed in conjunction with BT Learn Diverse - the learning division of BT Expedite.
It has been introduced to teams within the retailer’s 3,000 food stores across the UK, including its estate of 258 Post Office franchises. The solution replaces Lotus notes email, which was the previous tool used to communicate between the store and head office. The first phase of the programme, which was launched in early autumn and trialled at 81 sites, ensures all store and Post Office staff receive exactly the same level of ‘on the job’ induction training - regardless of where they work or what they do, with the ability to deliver specific induction requirements based on the store’s customer offer.
CITRUS not only allows new colleagues to be inducted into the store and the wider society, but also enables existing store colleagues to brush up on their knowledge and develop new skills. Existing paper-based training packages will be added to CITRUS over the next 18 months, and will allow the Training Design Team to generate new interactive training modules and related quizzes to check understanding. It also delivers a web-based solution to store that categorises its operational policies and procedures documentation which can be accessed in a number of ways by a variety of store and field management roles - in particular, a ‘key word search engine’ removes the requirement for hard-copy procedural manuals and provides important operational information at the store team’s finger tips.
Mark Hale, director of food IS at The Co-operative Group, says: “The CITRUS programme will completely revolutionise our training and communications at both store and head office level. Over the last six years The Co-operative’s Food Retail business has significantly grown, both organically and through several substantial acquisitions, and the challenge has been to successfully integrate these businesses, while also encompassing many complex operational communication processes.”
“CITRUS has provided an easy-to-use web-based system that incorporates computer-based training and store policy. 2011 will see additional phases of CITRUS launching a new web-based messaging system, operational task management and the delivery of an electronic form design engine and interactive form library. It will help enhance colleague engagement by giving them immediate access to business tools and information so they become more confident and informed in their roles, which will ultimately help improve store’s operational standards and service levels,” he adds.
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