Media
Centre
Echelon
Learning
Master
List
PRESS INFORMATION
ISSUED ON BEHALF OF:
Echelon Learning Ltd
Darwin House, 236 South Ealing Road,
LONDON W5 4RP
Tel: 020 8568 1500; Fax: 020 8560 6612;
Web:
http://www.echelonlearning.co.uk
13th November 2009
Echelon wins 2009 Arts & Business People Development Award on behalf
of Translink
The Prudential-sponsored 2009 Arts & Business People Development Award
has been won by Translink for its programme ‘You Are the Difference' -
a cultural change initiative for the bus drivers and inspectors of
Metro, Belfast's public bus service, which was designed and delivered
by Echelon Learning Ltd.
Echelon's programme, which involved the innovative use of actors, used
ethnographical research techniques to determine how customers react to
the delivery of service within their environment. Actors were employed
as part of the research team to observe passengers' requirements and
how drivers and inspectors interacted with them as they boarded,
journeyed and alighted.
The results of this research were replayed to the 750 drivers and
inspectors using Forum Theatre techniques, where specific scenarios are
role played prior to delegates being asked how these scenarios could
have been handled better to ensure total customer satisfaction. Through
this highly participative and interactive technique, a set of service
principles was established and owned by the workforce - which was then
trained in the necessary skills.
Nine months on from the completion of the training, Metro's service
standing - as audited by PriceWaterhouseCoopers - has shot up by 12
percentage points, and they now hold the position of top transport
provider in terms of customer service in Northern Ireland.
Echelon Learning Ltd, the designer of You Are the Difference, has now
won five awards in the area of culture change and customer service
initiatives for its clients. These awards include three National
Training Awards and a National Communications Award.
In addition, You Are the Difference has also been shortlisted for two
of the Institute of Customer Service's prestigious 2009 national
awards.
David Hill, Echelon's Chairman, said: "This award has given us our
biggest thrill to date. Belfast's bus drivers enjoyed a torrid time
during the troubles and to emerge with such a willingness to embrace
change and adapt to their new role now at the front line of Northern
Ireland's burgeoning tourism drive does them huge credit.
"They were immensely fun to work with and they seemed to find the
actors' role plays eye opening, instructive and a hugely enjoyable way
to learn."
"The role playing produced tangible results," said Billy Gilpin,
Belfast Area Manager for Translink.
"Passenger complaints
dropped by 30% and compliments doubled. There is a now a real legacy
that we can build on across Northern Ireland."
Chris Robinson, one of the actors involved in the research and training
delivery, commented: "The project was great because it provided a group
of professional actors with the chance of having a positive impact on
the daily life of the people of Belfast."
"I am delighted that our panel of judges understood that The
Metro/Belfast Actors partnership demonstrates how arts in business can
be a powerful instrument for a wider organisational development and a
key factor of competitiveness," said Helen Ellis, Head of Corporate
Responsibility and Community Relations at Prudential.
"There is a powerful idea at the heart of this work. The power and
passion of art can help make more fulfilled, well-rounded employees -
which means better business."
According to the Arts & Business Award judges: ‘This award goes to a
partnership that embeds culture as a core element of employee
development.
‘Belfast Actors
developed an unusual way to improve the services for Translink Metro
through a training scheme where actors posed as customers. This
engagement gave drivers the confidence and tools to deal with real life
situations and resulted in the highest customer satisfaction on record
and increased passenger numbers.'
In winning the award, the Echelon programme beat shortlisted entries
from:
-
Legal & General /
Amgueddfa Cymru-National Museum Wales
-
London Business School
/ Chickenshed Theatre Company
-
QinetiQ / Salisbury
International Arts Festival
-
Talisman Energy /
Acting Up
ENDS
About the
Association for Business Sponsorship of the Arts
The Association for Business Sponsorship of the Arts (Arts & Business)
was founded in 1976. It was the first organisation of its kind in
Europe and was based on a model developed in New York by David
Rockefeller.
Arts & Business brings together business and the arts to create a
better future for both. It believes that creativity can drive
commercial innovation and provides consultancy, advice, research,
training and events to make this happen.
About Echelon
Learning Ltd
Echelon is an organisation development consultancy with a 20-year track
record of delivering targeted communication, training and performance
support solutions that really make a difference to corporate,
government and not-for-profit organisations and professional bodies.
The company helps its clients create and sustain improved operational
performance by developing high levels of employee engagement and
competence that leverage their ability to achieve outstanding results,
particularly in times of change.
Echelon publishes a wide range of business and management solutions
that offer job support and lifelong career development:
www.learningmatters.com
Clients include:
Channel Tunnel Rail Link
London Overground Rail (LOROL)
Chartered Institute of Purchasing & Supply
Department of Work and Pensions
Festival Housing Association
NHS
Royal Town Planning Institute
T-Mobile
Translink
For further information please contact
Media contact: Bob Little Tel + 44 (0)1727 860405; Email:
bob.little@boblittlepr.com
Sales contact:
Alistair Morrison Tel + 44 (0)20 8568 1500; Email:
alistair@echelonlearning.co.uk
