Travel center journeys to better performance: Training transforms employees' attitudes and approach

Abstract

Purpose

Describes an award‐winning training program for call‐center and counter employees at the Nottingham City Transport travel center, UK.

Design/methodology/approach

Presents the reasons for the training, how it was devised and delivered, and the results obtained.

Findings

Reveals that improvements in flexibility have enabled easier staff cover and extended opening hours in response to customer need; sickness absence fell by 20 percent in a year and more than 40 percent over two years; staff‐turnover rates dropped from 26.6 percent to less than 9 percent; and the working environment is much happier and more co‐operative.

Practical implications

Presents valuable lessons for many types of service organization.

Originality/value

Describes how training can be used to support organizational change, including change in an organization's culture.

Citation

(2007), "Travel center journeys to better performance: Training transforms employees' attitudes and approach", Human Resource Management International Digest, Vol. 15 No. 6, pp. 18-20. https://doi.org/10.1108/09670730710820163