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56 | IGA GROCERGRAM Quarterly
The IGA Coca-Cola Institute is a valuable advocate of retailers committed to
building their business through training and people development. Working on the
recommendations of the users, IGA licensed distribution companies (LDCs) and
the training professionals that make up the IGA Coca-Cola Institute Advisory
Board, the Institute is continually developing relevant, timely new courses that
meet users’ specific needs. Due in part to the Institute’s substantial resources
and communicative learning process, new users are enrolling in its online
courses from countries all across the globe. Read on to learn more about exciting
developments from the Institute’s last quarter!
The Institute in Dubai: Choithram The IGA Coca-Cola Institute would like to welcome
one of its newest users to the world of online training:
Mohamed Kiyas, retail development manager in
charge of training with T. Choithram & Sons in the
United Arab Emirates, recently began using the IGA
Coca-Cola Institute’s online training as a method to
increase people development within the company.
T. Choithram & Sons, an international
wholesaler founded in 1944 in Sierra Leone,
was established in the United Arab Emirates in
1974. Today, the company has grown to become
one of the UAE’s most prominent supermarket chains, with more than
28 stores throughout the seven Emirates.
The ª Wall of Success:º A New Training Program at Dyer' s IGALast December, Dyer’s IGA in Wamego, Kan., began implementing a brand-new
IGA Coca-Cola Institute training program. Now, the walls of the store are decked
with framed course-completion certificates.
“That’s so our customers can see some of the things we’re doing internally in the store,”
says co-owner David Alvarez. “It’s important for them to see we’re trying new things.”
Alvarez and the management at Dyer’s IGA had initially focused on customer
service training. Associates were required to attend scheduled training days, during
which they completed the Institute course Customer Service and Professionalism I,
and later, Customer Service and Professionalism II.
TRAINING EXCELLENCE
Building Business With The IGA Coca-Cola Institute
For more on the
IGA Coca-Cola
Institute, visit
www.igainstitute.com
IGA09Summer_IGAInst.indd 1 7/30/09 11:54:59 PM
Only these two courses are mandatory at Dyer’s IGA;
however, several full-time associates have chosen to complete
additional courses. “Some of my employees ask to do more,”
said Alvarez. “I have a produce manager—he’s been our
produce manager for 17 years—he’s done 10 courses already and said, ‘Man, I didn’t
know about some of this!’ He wants to learn as much as he can.”
Alvarez says he has experienced the benefits of the Institute firsthand. While
perusing the Human Resources section of the online Resource Center, he downloaded
the Institute’s “Structured Interview Guide.”
“I think it’s wonderful. It helped me out immensely with interviewing. It has a set
of questions that really make an applicant think a little more; you get a sense of what
kind of person they are.”
Now that the Dyer’s IGA training program has established itself, Alvarez is
researching the next course he would like his staff to complete. “I noticed there was a
new course added, Welcome to IGA. We’re probably going to do that one. It’s just a great
benefit to our store.”
SUMMER 2009 | 57
Online Training Best Practices Seminar: Houchens IndustriesIn Bowling Green, Ky., the regional managers of Houchens Industries, Jeff Grinstead and Tim Sturgill, organized a seminar,
Online Training Best Practices. More than 120 associates from a variety of different store formats attended the three-day
seminar between May 12-14.
Houchens has experienced unprecedented growth since 1988, when the company was purchased by the Employee
Stock Ownership Plan (ESOP). According to the ESOP Association, Houchens is the largest 100 percent employee-owned
company in the United States.
The objective of Houchens' Online Training Best Practices seminar was to discuss the interacting components of a
blended-training program, as well as to describe the successful implementation practices of an online program geared
toward larger retail groups.
Dr. Paulo Goelzer, president of the IGA Coca-Cola Institute, says, ª This ̀train the trainer' session provides guidance
and practical advice for managers who are improving store operations through people development. This is especially
important in an organization like Houchens, which values open communication
with all its employees and owners.º
Grinstead saw the seminar as an opportunity for growth. ª Our managers left
the meeting excited about the opportunity to use the IGA Institute as a tool to
further develop their work force through a blended-training program that
touches virtually every retail position in our stores,º he says. ª The number of
associates that have enrolled in online classes has increased dramatically since
we completed the seminar. We are looking forward to having better-informed
and better-trained associates to help our company overcome the many challenges
that we will continue to face as we experience future growth.º
IGA09Summer_IGAInst.indd 57 8/6/09 9:44:59 PM
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TRAINING EXCELLENCE
Curriculum Recommendations
The Institute' s new curriculum
recommendations help managers
navigate the course offerings to better
match their organization' s training
needs. The Institute recommends
that all online-training students first
enroll in Welcome to Web-Based Training.
Then, based on their position in the
store, students should enroll in the
appropriate General Knowledge
courses, which are divided into
Introductory, Supervisory, Department
and Store Management levels.
After General Knowledge courses
are completed, students should take
individualized courses based on their
position, such as Cashier, Grocery
Stocker or Assistant Deli Manager.
Updated CoursesIntroduction to Food and Health
The consumer population is becoming
increasingly concerned with healthier diets, and
food retail associates need to understand the
impact food has on health. For this reason, the
Institute’s Introduction to Food and Health
course has been restructured, reorganized and brought up to speed on the latest
nutritional findings. The course now utilizes vivid visuals as well as new subject
matter on gluten-free diets, super foods and vegetarianism to help associates
further develop their understanding of healthy living.
Cashier
Cashiers are an integral part of the supermarket
team, so the Institute has updated and revitalized
its Cashier course to include appealing visuals, an
easy-to-follow structure and new test questions.
The updated Cashier course integrates training
activities with fresh instructional text to develop
an associate’s knowledge of the checkout system,
product identification, tender, shrink, bagging
orders and maintaining the front end.
58 | IGA GROCERGRAM Quarterly
IGA09Summer_IGAInst.indd 58 8/6/09 10:17:42 PM
New CoursesWelcome to IGAThis course gives new IGA associates insight into what
makes their IGA store a destination for consumers.
By understanding the appeal of the IGA Brand, new
associates also learn how they can contribute to IGA’s
tradition of service excellence, as well as how IGA
supports independent grocers with programs and tools
to help make a difference in their communities.
Supermarket Safety IThis is the first course in an upcoming two-course
safety curriculum that aims to help stores develop
safety and health practices. When stores are not
strongly committed to safety, accidents happen, theft
occurs, consumers are lost, profits fall and insurance
prices rise. Supermarket Safety I offers practical advice
and focuses on ways to decrease these problems at the
associate level by implementing programs directed at
cleanliness, sanitation, theft prevention and emergency
preparedness.
SUMMER 2009 | 59
People Development Session: Laurel Grocery CompanyOn June 10, in Cincinnati, Ohio, Laurel Grocery Company organized a training session with more
than 50 retailers and counselors. The session, developed in partnership with the IGA Coca-Cola
Institute, intended to give retailers the knowledge and new skills they need to better develop their
people and improve store performance. Retailers from Kentucky, Ohio and Indiana learned about
career development programs and the important link between training and business success.
Dr. Paulo Goelzer facilitated the session and believes that opportunities like this help busy
owners and managers think about a personnel-development system.
Brett Stonerock, Laurel' s strategic marketing manager, organized the session. ª Training is a vital key to being a successful
independent retailer in today' s competitive market. Employees will feel better about their jobs, and managers will have an
educated staff to improve their service to their customers,º he says. ª You are only as good as your weakest player.º
Debra Opolski, a retailer from Roselawn IGA, also attended the session. ª I have been using the online tools for five
years and think that the more training we have and the more we can learn, the better able we are to help our customers
make informed, healthy choicesº she says.
Dan DeFabis, Laurel' s vice president, wants to improve the performance of retailers and believes people make the
difference. DeFabis closed the session by issuing the following challenge: From June 10 to Sept. 15, the store with the
most course completions per employee will receive an all-expenses-paid trip to the Institute' s International Supermarket
Management Class in Atlanta. Additionally, the counselor with the highest number of course completions will accompany
the winning retailer.
IGA09Summer_IGAInst.indd 59 8/6/09 9:45:45 PM
TRAINING EXCELLENCE
International Supermarket Management Class (ISMC)October 5-9, 2009
Atlanta, GA
NOW…simultaneously translated into Spanish!
During this five-day immersion class, students will hear
from a faculty of 15 industry experts about issues that affect
business. Students will also learn management skills that
improve operations, financials and people performance.
This unique program is more than a classroom experience;
it presents the opportunity to learn from and network with
people who are meeting today’s food
retail challenges, experience new and
innovative store formats through
visits to local supermarkets and
participate in an optional Web-based
certification program.
New this year: The ISMC is now
fully bilingual, with simultaneous
translation in Spanish and Spanish
class materials. Thirteen Spanish-
translated online courses are currently
available for the blended program, and an average
of two new courses are being translated every month.
Take advantage of the Institute’s “Early Bird” rates;
register before Sept. 18, and save $300 off tuition!
Top Stores - Second Quarter 2009 Courses Store Location LDC
342 Real Value IGA Supermarket Grenada -
215 Granite Falls IGA Granite Falls, WA Unified Grocers
196 Consolidated Foods IGA St. Lucia Affiliated Foods Midwest - Norfolk
106 IGA Crossroads #773 Bowling Green, KY Houchens Industries, Inc.
150 Cargills IGA Sri Lanka -
138 Mega J' s IGA St. Lucia -
128 Super J IGA-Sunny Acres St. Lucia -
116 Super J IGA-Boulevard St. Lucia -
114 Super J IGA-Waterfronts St. Lucia -
103 StoneRidge Meat & Country Market Wautoma, WI SUPERVALU INC.
97 Super J IGA-Rodney Heights St. Lucia -
81 Quality Foods Schofield, WI SUPERVALU INC.
81 Super J IGA-Rodney Bay St. Lucia Houchens Industries, Inc.
72 IGA Crossroads #776 Bowling Green, KY W. Lee Flowers & Co., Inc.
71 Manning IGA Manning, SC Affiliated Foods Midwest
67 Pierce' s IGA Marketplace West Baraboo, WI Bozzuto' s, Inc.
58 Lake Region IGA Hawley, PA Bozzuto' s, Inc.
58 Milam' s Market IGA #5 Stuart, FL SUPERVALU INC.
52 Super J IGA-La Clery St. Lucia -
51 Houchens IGA #34 Bowling Green, KY Houchens Industries, Inc.
51 Wadesboro IGA Foodliner Inc. Wadesboro, NC Merchants Distributors, Inc.60 | IGA GROCERGRAM Quarterly
How To Register For ISMC:
Online: www.igainstitute.com
Email: [email protected]
Call: 773-695-2611 or 800-324-5442
Mail: IGA Coca-Cola Institute8745 West Higgins Road, Suite 350Chicago, IL 60631Fax: 773-693-9178
Agenda:
• Developing a High Performance Culture
• Leadership and Self-Assessment
• Team Building
• Category Management
• Importance of New Products and Trends
• Positioning for Retail Success
• Effective Events and Advertising
• Merchandising Magic
• Selling to and Managing Multiple Generations
• Supermarket Finance
• Retail Shrink Management
• Bakery Department
• Deli Department and Cheese Merchandising
• Meat Department
• Produce Department
• Pet Care Category
Other Activities:
• Store Tour
• Networking Dinner
• Cheese Sampling
• Interactive Sessions
IGA09Summer_IGAInst.indd 60 8/10/09 5:18:28 PM
Top Students - Second Quarter 2009
Courses Employee Store Location LDC
41 Kim Hampton IGA Crossroads #776 Bowling Green, KY Houchens Industries, Inc.
32 Sylvester Marius Consolidated Foods IGA St. Lucia -
29 W. Ajith Prasantha Perera Cargills IGA Sri Lanka -
28 Tim Forshee Houchens IGA #34 Bowling Green, KY Houchens Industries, Inc.
28 Natalie Mc Burnie Real Value IGA Supermarket Grenada -
27 Camilla Hinds Super J IGA-Boulevard St. Lucia -
25 Betty Lewis Real Value IGA Supermarket Grenada -
25 Julia Bubb Real Value IGA Supermarket Grenada -
23 Debra Soland Baltimore IGA Express Baltimore, OH Laurel Grocery Co.
23 Patricia Ottley Real Value IGA Supermarket Grenada -
23 Deborah Philp Super J IGA-Boulevard St. Lucia -
22 Kaveendra Thilakratne Cargills IGA Sri Lanka -
22 Raymund James Super J IGA-Boulevard St. Lucia -
21 Brenda Lionel Mega J' s IGA St. Lucia -
20 Dan Groskreutz Fred' s IGA Montgomery, MN Affiliated Foods Midwest
20 Tamica Paul Real Value IGA Supermarket Grenada -
20 Tracey Marryshow Joseph Real Value IGA Supermarket Grenada -
20 Merlinda Pilgrim Super J IGA-Sunny Acres St. Lucia -
19 Sadia Joseph Mega J' s IGA St. Lucia -
18 Dianne Thomas Real Value IGA Supermarket Grenada -
SUMMER 2009 | 61
ª My Tipsº Winners!The IGA Coca-Cola Institute is thrilled to announce the winners for 2009' s second ª My Tipsº drawing. The drawing
is simple: Every quarter, the Institute randomly recognizes four people who have identified a possible need for
improvement in the Institute' s online classes. The winners are awarded $100 in IGA VISA gift cards.
This quarter' s winners are Lalith Pushpakumara of Cargills Ceylon Ltd. IGA in Sri Lanka; Linda Wyant of Carlie C' s
IGA in Lillington, N.C.; Lizzie Baker of Granite Falls IGA in Granite Falls, Wash.; and Verne Edward of Super J IGA
(Consolidated Foods) in St. Lucia, West Indies.
Thank you Lalith, Linda, Lizzie, Verne and all the other contributors who shared their input.
As always, keep the tips coming!!!
Lalith Pushpakumara Linda Wyant Lizzie Baker Verne Edward
IGA09Summer_IGAInst.indd 61 8/6/09 9:46:27 PM
INSTITUTE INSIGHTS
On-the-job training (OJT) is one-on-
one training in which an experienced
craftsperson shows a novice how to do
a task. Because of its simplicity, this
informal procedure is commonly used
in today’s workplace. OJT is cheap and
straightforward, and trainees can easily
understand how to apply the lessons
they learn. Peers and managers
can offer OJT, and it can
be customized to fit
the experiences and
abilities of the learner.
On the downside,
experienced
associates are unable
to accomplish any
productive work
while performing OJT.
Additionally, the
experienced craftsperson
in charge of the lesson
may not have the
necessary teaching
skills to successfully
train novices. He or
she may pass on bad
habits or consider
training a time
imposition. For these
reasons (and like any other
training approach), OJT
needs to be carefully designed in
order to be effective.
Blended training is a form of learning
that combines different methods, such
as online, OJT and classroom training.
“The magic is in the mix,” meaning
training becomes about 25 percent
more efficient by combining different
delivery methods. Even if only a single
additional method is added to a training
program, it will still have a significant
impact on learning results.
Independent retailers can use the
Internet to train large numbers of
students. Online training also improves
efficiency by enabling more instruction,
delivered to more people and at a lower
cost. Courses can be divided into
smaller instructional chunks,
giving students more
flexibility by selecting
training components
that precisely meet
their individual
requirements.
By updating
online training
content the moment
information changes,
organizations are
able to meet the needs
of dispersed people
who rely on accurate
content in order
to do their jobs.
Technology delivers
consistent training
to all who need it
and ensures that no
critical content falls
through the cracks.
Recession is a powerful
stimulus for changing set
behaviors. If you are rethinking
your training in order to improve
customer service and productivity, then
it is time to think about developing your
people through blended training.
Dr. Paulo Goelzer, CEO of the IGA Coca-Cola Institute, is a regular contributor to the magazine and also a member of the IGA Grocergram Quarterly editorial board.
Blended On-the-Job Training
by
Paulo Goelzer,Ph.D.
62 | IGA GROCERGRAM Quarterly
IGA09Summer_IGAInst.indd 62 8/10/09 7:32:06 PM