The Challenge

Our customer had the financial objective of delivering a minimum of 22% ROACE pre-tax on total capital employed.  To achieve this objective, the company needed to optimise the potential of their oil and non oil activities, using key systems and tools to support the business with trained, skilled and motivated people both on and off-site.  The organisation was to be lean and focussed on being customer responsive and performance driven.

Retail Territory Managers (RTMs) had a key role to play in meeting these challenging objectives.  The RTMs had to ensure that the sites were operated as one business, deliver a quality brand by satisfying customer needs with good products, convenient locations, ensure that the sites had clean, safe and secure facilities and delivered best in class service.

What we did

Advice

Tagus developed a competency based learning programme that was designed to improve job performance.  The programme comprised a number of series with each series having a varying number of modules.  For example, the series ‘Product Knowledge’ had two modules (Fuel and Lubricants) whilst the series ‘Site Experience’ comprised five modules (Forecourt, Wet Stock, Shop, Kiosk/Console, Office).  Each of the modules provided the RTMs with the knowledge and skilled needed to run their territory effectively and to improve their operations.

The programme was designed to fit into everyday working patterns with RTMs working closely with their District Managers.  Other benefits included:

• explicit learning objectives so that individuals were in no doubt about what was expected of them
• learning assessed against these clearly defined objectives
• individuals only required to work on content that they did not know or could not do (on proof to their manager that they could achieve a module's objectives by carrying out the assessment)
• practice was given in each module to give individual the confidence that they were ready to demonstrate the performance required by the objective.