Training delivers for distribution company

Article Type: Notes and news From: Industrial and Commercial Training, Volume 42, Issue 3

A UK company that helps to make sure McDonald’s restaurants have the products they need round the clock has improved performance and efficiency through training and development.

Keystone Distribution UK (KDUK), of Hemel Hempstead, takes orders from hundreds of restaurants every day and delivers up to 1 million cases each week to McDonald’s outlets across the UK.

Tom Owens, KDUK’s human-resource manager, commented: “The only true competitive advantage in this business comes through a company’s people. Ours are the heart of the business. We are proud of our culture, which emphasizes enjoyment, fulfilment and collaboration to stimulate personal ambition and development.”

At the company’s 277-employee depot at Heywood, Lancashire, morale was low after a series of changes of ownership. During this turbulent period there had been little investment in training and development. Accident levels were high and service levels had fallen.

“It was a clear indication that excellent rates of pay were simply not sufficient as a driver for employee satisfaction,” said Tom Owens. “Clearly there was a need to engage our staff.”

The company introduced National Vocational Qualifications for all staff. In association with Alliance Learning, in-house modules and safe-working systems were incorporated into an NVQ Level 2 course in warehousing, storage and distribution.

The Level 2 programs now include customer service. An Institute of Leadership and Management course has been introduced for middle and senior management at NVQ Level 4. There is also an NVQ Level 3 in warehousing. In addition, the Heywood depot has opened a lifelong-learning center to provide basic skills for employees with few or no qualifications.

“Without question, the engagement, training and development of all staff have been the reason why, in such a short period, Keystone has moved towards providing excellent levels of service while consistently improving cost-effectiveness,” said Tom Owens.

Absence and sickness rates have fallen, accident levels are lower and service to the customer has improved.