After
Hours
After
Hours Formal Wear is the largest chain of company-owned
tuxedo and men's formal wear stores with more than 450
stores nationwide. After Hours, having been in business
for over 50 years, has grown rapidly with the acquisition
of many smaller chains.
Training Needs
In Fall
2005, After Hours was rolling out a new Customer Event Management
System, putting all stores company-wide on the same system
and replacing an old paper-based system of tracking events
at each store. They needed a Computer-Based Training (CBT)
program to train store associates via web-conferencing.
A year later, After Hours was re-deploying the Customer
Event Management (CEM) tool with enhanced functionality,
revised screens, and process changes that would simplify
its use at stores. After Hours needed an enhanced training
program with additional tools and training sessions for
District Managers and stores.
Challenges
After
Hours had grown mostly by acquisition and all stores were
not using the same procedures. The new event system would
put all of the stores on the same system, using the same
procedures and eliminating the old paper-based system --
a major process change for many associates.
TEC Services and Products Delivered
In 2005,
TEC developed a set of Computer-based Training (CBT) modules
for the main functions of the system including Overview
and Benefits; Navigation; Event Entry; and Customer Support.
In addition, TEC created practice exercises, quick-reference
guides and Help Desk store support scripts and decision
trees to support employee learning and productivity in using
the new system. TEC also contributed their change management
and communications expertise to increase employee acceptance
of the new system.
In 2006,
TEC developed the following Products for After Hours:
-
Self-Paced
CBT (computer-based training)
-
Self-Paced
Manual to be used in conjunction with the CBT
-
Store
Associate Training Tools including: Quick Reference Guides
(QRG's), Learning Surveys, and On-line Reference Documentation
Results
The new
Customer Event Management System improved customer satisfaction
across the chain as employees were able to assist customers
with their important events more quickly and efficiently.
"I
completed both the CBT modules and am very excited about
the possibilities that this new program offers all AH stores.
The program was very simple to follow and very easy to understand.
If the rest of the training is this complete, we will be
set to go!"
-- a longtime Store Manager for After Hours
After
Hours was extremely satisfied with the products and services
that TEC provided; they engaged TEC a year later in the redeployment
of their event management system.
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