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Coca‐Cola Enterprises invests in on‐boarding at the front lines to benefit the bottom line
Author(s) -
Fritz Kelly,
Kaestner Mark,
Bergmann Marshall
Publication year - 2010
Publication title -
global business and organizational excellence
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.227
H-Index - 16
eISSN - 1932-2062
pISSN - 1932-2054
DOI - 10.1002/joe.20325
Subject(s) - coaching , experiential learning , productivity , business , marketing , coca cola , investment (military) , psychology , knowledge management , public relations , advertising , computer science , pedagogy , economics , politics , political science , law , psychotherapist , macroeconomics
Abstract The world's largest bottler of nonalcoholic beverages has made a training investment in new customer‐facing employees as a strategy for reducing turnover, improving productivity, and increasing employee engagement. The CCE Pathway, a structured program of daily self‐study, on‐the‐job learning, peer coaching, reflection, and weekly manager assessments, accelerates learning so that new frontline employees know everything they need to keep customers happy. The authors explain the two‐to‐four‐week program's structure for experiential learning tailored to each position's requirements. Learning objectives for each day focus questions, conversations, and feedback on the knowledge and actions important for individual success and business results. Ongoing coaching and evaluation ensure that learning translates into performance. © 2010 Wiley Periodicals, Inc.