Background
TNT UK Ltd has over 9,500 staff working throughout the UK and Ireland. Its core business is express and logistics delivery services both within the UK and internationally. The frontline of TNT's operations comprises of drivers and loading bay operators who work at the major depots and sortation centres. TNT offers a range of training to its staff in all roles at all levels. A need was identified for basic skills training for frontline staff. For instance, some workers who could not read had learnt from experience that trailers are parked in bays according to their destination so, for example, they knew parcels for Manchester would go in the van in bay eight. But when the parking place changed they were not able to read the changed destination and filled the vans incorrectly, leading to increased costs in rectifying the mis-sorts.
The basic skills programme was established as a joint initiative between TNT and the Transport and General Workers' Union (T&G). T&G provided the trainers and a contribution from the Union Learning Fund to establish the programme; TNT provided the resources including the office space, computers and refreshments. The role of the T&G's learning representative was crucial in identifying staff with basic skills needs. Individuals were identified and encouraged by the union representative to join the pilot programme. The challenge was to motivate staff to take part in the programme without it being perceived as a stigma. Tactics included selling the benefits of the programme, for example, improving communication skills such as reading, rather than focussing on tackling problem areas or deficiencies.
The programme
The programme was designed to take place over five days. A continuous course over several days has benefits over a modular approach, for example, staff are less likely to lose interest or suffer teasing from colleagues. Areas included reading, writing, numeracy and PC skills. At the end of the programme the participants received certificates from senior managers, such as the operations director. Getting staff to take part in later programmes has been much easier - the participants were able to sell it to their colleagues and several successful courses have run since the initial pilot, with over 60 staff having completed the course.
Ruth James, Head of People Development, stressed the importance of planning and implementing the programme, saying: 'It needs time and must be done properly'. Senior managers are kept up to date with progress through monthly training reports.
Individual and organisational benefits
In addition to the learning of basic skills such as numeracy, reading and writing, one of the most important benefits of the programme has been to build confidence and self esteem. One member of staff, a man in his 40s, who completed the programme, said 'I'd never written a letter before in my life and now I have managed to do this'. There are also benefits at an organisational level, such as managing health and safety risks. For example, if staff are unable to read health and safety signs at a depot, it could have consequences far greater than miss-sorting or miss-delivering post.