Michaels Stores, Inc.

Michaels Stores, Inc., based in Irving, Texas, is the world's largest retailer of arts, crafts, framing, floral, decorative wall decor and seasonal merchandise for the hobbyist and do-it-yourself home decorator. It owns and operates 702 Michaels stores in 48 states and Canada, 137 Aaron Brothers stores, located primarily on the West Coast, and 1 wholesale operation in Dallas, Texas. In 2001, annual sales surpassed $2.53 billion.

Retek Training Needs

In order to streamline the merchandising system functionality, Michaels implemented Retek's RMS^TM module. Primary training audiences for this system included: Buyers, Rebuyers, Merchandising Assistants, Database Control, Ad Planners and Coordinators, and Help Desk.

Challenges

Michaels needed to address the Year 2000 issues within their legacy systems and enhance the functionality of their merchandising systems. Michaels chose Retek to resolve both these concerns. Implementation needed to be seamless to the company's business and the entire integration had to be completed on time.

TEC Services and Products Delivered

TEC's consultants worked with Michaels employees to create the training program, documentation and online help for all modules of the RMS system. TEC conducted numerous TEC Train-the-Trainer^TM sessions to help key associates in the user community become effective trainers. TEC also provided Team Building sessions for the development group and helped its members develop a successful communication campaign. In 2002, TEC assisted Michaels Help Desk Support Team create new modules for in-store-processing, including store ordering training and reference material.

TEC consulted with Michaels to develop the following customized materials:

User Guides for each RMS module
Trainer's Guide for each RMS module
Practice exercises for each class
Learning Surveys for each class
Quick Reference Guides
Customized on-line help

Other services provided by TEC included:

Conducting a training needs analysis
Conducting TEC Train-the-Trainer ^TM sessions for training coaches
Conducting Team Building sessions for the IS development team
Assisting with development of system awareness and publicity campaign

Results

All employees attended job-based training classes, had their own customized User Guide to reference, and could also access the customized online help. TEC's multifaceted training and communication efforts contributed greatly to Michaels' successful Retek go-live in 1999! Jim Tucker, CIO of Michaels Stores, said, "You'd better get your running shoes on if you want to keep up with TEC. This is a consultant relationship that you will really enjoy." TEC continues to consult with and deliver support services to Michaels as needed.