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Norbain unveils dedicated IT training facility for staff
Feb 28 2005
Norbain SD, Europe’s largest distributor of electronic security solutions, has opened a new IT training facility at its headquarters in Reading, Berkshire. The custom built training room features eight workstations and represents a complete replication of Norbain’s office environment. Believed to be the only such facility in the industry, it will be used exclusively for training Norbain’s staff on the company’s IT and telephone systems in order to ensure high levels of personal productivity and the consistent application of best practice across the company. "This new initiative is a further demonstration of our commitment to ensure that our staff deliver the highest possible quality of service to our customers", says Paul Blake, Norbain’s IT Director.
Paul Blake believes that this new approach to IT training will have enormous benefits for staff and customers alike:
"Since joining Norbain five years ago I have totally replaced the IT infrastructure, including the telephone system, and in order to maximise the benefit to both Norbain and our customers I have to ensure that every member of staff is comprehensively trained in the use of these systems."
Wide ranging changes such as those Norbain have undertaken can potentially lead to service level issues if users are not confident with the system, and the best way to instil confidence is through a consistent and professional training program .
"Far too many organisations rely on ‘Over the shoulder’ training of new staff which only serves to reinforce bad practice and delivers an inconsistent experience to customers."
"Recognising that effective IT is fundamental to the success of the business, this new initiative reflects our commitment to ensure that all staff are automatically trained by the IT department in the company’s systems and business applications. What is most distinctive about this approach is that we are not specifically teaching people how to use Excel™ or Word™ or any other business application, but how Norbain does business using these and other IT tools. From a recruitment perspective this means that the balance is shifted from seeking people with pre-existing software skills to people with the key business and commercial skills essential for their role and an aptitude and enthusiasm to receive IT training. The provision of a dedicated space for this purpose recognises that training is most effective when people can focus on it away from the pressures of their normal desktop environment."
The dedicated training facility is already in operation for the benefit of existing as well as new employees. An internal accreditation scheme is also in development to ensure that staff are recognised for their IT training achievements.
