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March 03, 2008
Posted by: Nige Howarth
Keywords:
benefits,
culture,
custom content,
customer care,
e-assessment,
learner engagement,
productivity
“The Missing Stock Mysteries”
With over 84,000 co-workers in 44 countries and more than 200 stores worldwide, being able to meet their customers expectation that the product they want ‘is always available’ is a major challenge for IKEA, the world’s leading home furnishings retailer.
This intriguing case study provides insight on how IKEA have started to address the issue, changing attitudes throughout the organisation to improve stock availability, increase overall profitability but most importantly to improve customer satisfaction.
No mean feat in a multinational global workforce.
In partnership with Brightwave, IKEA established 7 key learning objectives for the project, along with 4 KPI’s (Key Performance Indicators) and the resulting programme is based on a detective-style mystery, with learners having to explore a virtual IKEA store to find out what’s happened to some missing stock! Learners pick-up clues as they go, some of which are designed to throw them off the scent!!
Take a look.
This article was originally created by the Work based e-learning project at e-skills UK and is reproduced with kind permission.
As founding ambassadors for this national , industry led campaign, we are continually looking for examples of Next Generation Learning @ Work so we can share the secrets of success with others. We invite you to be part of this , to shape national thinking and inspire change. 
