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At a Glance
The needs and preferences of customers are ever-changing in today’ s context. How can enterprises keep up and ensure that their service and offerings remain at the top of the minds of customers?Apart from sourcing and attracting talents to come onboard, Direct Funeral Services (DFS) sought to refine its workflow and determine an effective way to develop its talents to partake in more engaging work and be able to undertake and address arising customer needs. They embarked on an LEA project under the NACE@IAL initiative in 2018.
Achievements
Through the project with NACE@IAL and IAL’ s Certified Workplace Learning Specialist (CWLS), DFS was able to achieve the following:- Reduction in communication gaps between the customer and DFS.
- Implementation of a structured training framework, ensuring that employees have a consistent experience at DFS.
- A co-created training curriculum and implementation of new training methods.
- Increased morale and motivation of employees who felt that they have benefitted greatly from the revamped workflow system.
- Successfully redesigned a new job role for DFS’ Workplace Trainer, who piloted the new job role and found it beneficial and effective in helping her better serve customers.
"The project enabled us to bridge a gap in our career path. We were also able to regroup our daily task operations, making it more seamless and more effective. We would like to thank IAL and our appointed Certified Workplace Learning Specialist in enabling us to redesign our workflow. This project enabled us to encapsulate what we envisioned the company to be."
- Mr. Darren Cheng, Chief Executive Officer
Challenges
Prior to the project with NACE@IAL and their Certified Workplace Learning Specialist (CWLS), there were scarce opportunities for employees at DFS to grow and develop their skillsets, due to the lack of higher value job tasks. In addition, the organisation also saw an increasing need to retain its employees and provide them with more engaging tasks instead of the current mundane and routine ones. Doing so would help DFS to attract the right talents amid a tight labour market.Interventions
Under the guidance of IAL’ s Certified Workplace Learning Specialist (CWLS), DFS was able to successfully revamp its workflow system to enable employees to learn better and perform effectively at what they do. The following were the interventions put in place:- Development of career maps and a structured learning framework for employees of all levels
- Development of a workplace training roadmap to guide employees on training methods and timelines
- Creation of a new job role: ‘ Workplace Trainer’ to implement training within the workplace
- Alignment of the Workplace Trainer’ s job role to the Hotel and Accommodation Services Framework