Operations Team launches Employee Training Initiative In December, the Operations Team rolled out the beginning phase of a very important part of our company‐wide mission to “Improve the Customer Experience” ‐‐an in‐house Employee Training and Certification Initiative. It is our goal as part of this initiative to conduct monthly training sessions on various topics determined by the Operations Team, with input and suggestions from you, the employees. In addition, it is also our goal that employees have the opportunity to obtain industry certifications that will enable professional growth, and in turn, raise the quality of service that we provide to our customers. As there had been several requests in the past from employees specifically for product training, we began the program by scheduling a training session on what is perhaps our biggest product line, Parker Hose and Fittings. This first session, which took place at the State Street office on December 11, was conducted by Bob Hebb and also included information on FRL applications and a brief overview of pneumatics, featuring the Legris product line. Associates attended from State Street, Mahwah, Maple Shade, and the Flour Mill facility and feedback was very positive. Since that first session, we have continued our product training sessions on a monthly basis, and where possible, scheduled them so that all employees at all facilities would have the opportunity to attend. The following product trainings sessions have since taken place: Parker Pneumatic Basics, 1/14/09 at Mahwah, conducted by Tim Faillo, our Parker Pneumatic Territory Manager – an impromptu training session held at the last minute to take advantage of Tim being available in the Mahwah area. Gast Basics and ACE Basics, 2/18‐19/09 at Maple Shade, conducted by Dennis Ohme, VP of Sales, Automation Balluff Introduction and Basics, 2/26/09 at Mahwah, conducted by Matt Pucke, our Balluff Territory Manager – an impromptu training session held at the last minute to take advantage of Matt being available at Mahwah. Parker Instrumentation Basics, 3/11‐12/09 at Mahwah, conducted by Rick Miller, VP of Sales, Instrumentation. In addition to the above, also based on employee feedback, several IT sessions were held during January and February, covering the function and use of Outlook and Oracle. These sessions were held in the form of three “Webinars” arranged and instructed by Bob Sherick. The “Webinar” sessions were attended by employees from all of our facilities, as well as by several outside sales associates who tuned in from their home offices. They were, by far, our most attended training sessions to date. By design, we’re taking a break on the monthly sessions during April and May, as schedules are full of training related to learning the P21 System. Monthly training sessions will resume sometime in June; stay tuned to the RG Web for further details. Finally, as previously mentioned, it is also our goal to have earn various professional and industry‐related certifications, bringing the RG Group “a step above the rest” when it comes to the level of quality service we provide throughout the industry. Our first major step in accomplishing this goal was getting involved in the “Through the Customer’s Eyes” on‐line training and certification program offered through Rockhurst University and endorsed by the International Customer Service Association. Upon completion of this program, our associates earn their ICSA Customer Service Certification. To date, a total of 18 RG Associates, from various departments including Accounting, Outside Sales, Marketing and Customer Service, have been awarded their ICSA Certification and an additional five associates are currently enrolled in the program and progressing toward that end. We are especially proud to announce that our entire Customer Service Team is now ICSA Certified. We believe that alone sets us apart among other distributors. T Another area in which we will pursue total CS Team Certification is the Parker PTAC Certification Program. Many of our CS Associates have already been certified through the Parker On‐Line PTAC program, and it is our goal that we will enroll the remaining members in the program by this June (again, leaving room to absorb the P21 System during April and May). As a reminder, all in‐house classes offered, as well as the certifications programs mentioned in this article, are open to any interested employee in the company. So, stay tuned to the RG Web for future class info, and feel free to contact Eileen Barclay for information regarding registration for either of the above certification programs. Eileen will work with Jeff Gunnet to get interested parties registered for Parker PTAC. Keep your input and suggestions coming!! Remember, the training topics can be any area in which you see a need within the organization, including additional product training, IT software training, or even an in‐house team or personal improvement seminar. If you have a recommendation for a particular topic of training, please let Eileen Barclay know. She will be happy to present your ideas to the Operations Team.
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