Duane
Reade
Duane
Reade, the largest drug store chain in the metropolitan
New York City area, operates over 230 stores in commercial
and residential neighborhoods throughout New York. Duane
Reade offers a wide variety of prescription and over-the-counter
drugs, health and beauty care items, cosmetics, greeting
cards, photo supplies and photofinishing. The company
has ranked as the fastest-growing drugstore chain in the
industry, expanding from 67 stores at the end of 1997
to 255 stores at the end of 2004, is number one in sales
per square foot, and recorded sales of $1.4 billion in
fiscal 2004.
Pixology
Training Needs
Duane
Reade is the first U.S. retailer to purchase and install
the U.K.-based Pixology photo processing system using self-service
kiosks and online print selection. Pixology is a leading
provider of software for the digital photography industry,
enabling retailers of photofinishing services to substitute
their analogue film environment with new digital infrastructure.
Pixology
supplied Duane Reade with a complete own-brand digital photofinishing
solution for customers whether they are at home, in-store
or on the move. Kiosks were installed in 160 stores, 50
of which are non-minilab stores, whereby customers can create
print orders from digital media. The Preview&Select™ software
was installed in 110 stores, providing customers with a
unique facility to drop off their film rolls and then preview
the processed film via a branded email, but before the entire
roll gets printed. The stores also have Pixology's PictureSuite™
consumer software that enables customers to organize, share,
and edit digital images at home.
TEC
was engaged to develop training materials including Trainer's
Guide, Student Workbook, Learning Surveys, Practice Exercises,
and train all stores managers, photo supervisors, and cashiers
in the use of the various Pixology hardware and software.
Challenges
Challenges
of the project included:
-
Photo
labs are not installed in all stores thus requiring the
development of two distinctly different operating procedures
based on the type of store.
-
Training
facilities and availability of trainees were extremely
limited.
-
Roll-out
schedule changed almost bi-monthly.
-
Kiosks
and other equipment were not available to consultants
to use during development.
-
System
documentation was limited.
TEC Services and Products Delivered
TEC developed
a set of custom materials for each job function. Materials
include:
- Trainer's
Guide
- Learning
Surveys
- Student
Workbook
- Practice
Exercises
- Job
Aids for training and stores.
TEC used
a system simile to aid in the development and testing of procedures
and processes included in the documentation.
Results
Duane
Reade is equipped with a full set of custom system documentation,
training materials and job aids for their anticipated roll-out.
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