A new approach to benchmarking learning and development strategy

Recounts how learning and development strategy at Costa Coffee (a division of Whitbread Restaurants) was investigated and shaped through a postgraduate research study. Describes the research methodology, which sought to benchmark Costa Coffee’s learning and development department and team against two competitors, resulting in the creation of a new benchmarking model. Shows how the model can be used to measure and monitor learning and development effectiveness and offers conclusions for organizations in hospitality, retail and other industries.