DETROIT -- Farmer Jack's here, a division of A&P, Montvale, N.J., is installing computer-based training systems for front-end and direct-store-delivery operations throughout its 101 stores.
Nearly two dozen stores have systems for both types of training with the remaining stores expected to receive systems at a rate of six stores per month, according to Sue Ertel, group training manager.
Farmer Jack stores, which are equipped with one computer and a set of CD-ROMS, have reported substantial savings in training time, she said.
Training for cashiers, for example, has been reduced by four hours. Prior to installing the system, cashiers received 16 hours of hands-on and classroom training.
Cashiers now train for 12 hours and are guided through six modules covering various areas of operations from cash register operations to customer service. Trainees must successfully complete each module before proceeding to the next one.
The computer software uses graphics and simulation to provide real-life scenarios for training. In the module that covers proper bagging procedure, for example, trainees learn by doing in an interactive environment using graphics and motion.
"If the user puts soap products in the bag with perishables, the program will not allow the soap to stay in the bag. Instead, the soap jumps out of the bag and instructs the user to try another item," Ertel said. "The program is trying to get the user to learn how to bag groceries and know that soap and perishables should be in separate bags so the scents and smells don't mix with regular food items."
In the produce identification module, the software, from Learning Systems Sciences, North Hollywood, Calif., can be customized to include all items handled within each store's produce department.
Ertel said the systems bring uniformity to the training process. "Computer-based training assures cashiers of consistency during all phases of their training," she said. "Now everyone is hearing the training the same way and performing the same keying sequences."
Farmer Jack's parent company, A&P, is reportedly exploring the possibility of purchasing equipment that will enable the chain to design its own training programs on CD-ROM for areas such as shrink.
