Chief Learning Officer - August 2006 - (Page 40)

CO0806.qxd 7/19/06 10:18 AM Page 40 case study Jenny Craig: Training Toward A t Jenny Craig Inc., t h e success of the overall business, i t s 621 company-owned and franchised centers and more than 120,000 weekly clients depends greatly on the knowledge and skills of its employees. E m p l o y i n g a p p r o x i m a t e l y 3,000 field employees in its nationwide company-owned centers and about 175 employees at its C a l i f o r n i a - b a s e d headquarters, J e n n y Craig continuously i n v e s t s in its people through comprehensive, c o n t i n u o u s b l e n d e d learning solutions to improve the way in which they h e l p clients look better, f e e l better and live healthier lives. new employee comes to us One of the things that the company has always invest- as a counselor, the person ed in is training, which means that we have always that sees the clients on a invested in the skills of our people, said Tania Azar, once a week basis, they go vice president of field operations and former national through a five-day orienta- director of training for Jenny Craig. We know if our tion program. In this orien- employees are highly skilled they are going to be effec- tation course, they go tive in our consultations, which means they are going through all aspects of the to be effective with our clients and overall going to program, nutrition infor- improve customer service. mation as well as, most In order for the company to deliver individualized, safe importantly, how to com- August 2006 municate with clients, how and effective weight loss and lasting weight-manage- to motivate them, how to ment solutions to its growing clientele, Jenny Craig's support clients through field employees must be effective consultants as well as I I Chief Learning Officer plateaus, how to help up to date on current weight-loss trends. That's why all clients visualize their future new field employees go through an initial expansive and get down to their goal weight. orientation program that covers both the technical information and soft skills required to hold successful Once field employees are promoted, they go through consultations. Our employees don't have to be RDs program director training, which is a three-day training registered dieticians , but they have to be knowledge- program where employees enhance their consulting able of how to implement and deliver the program, skills and learn how to sell the program to new clients Azar explained. We have orientation programs for or clients who are restarting the program. For new man- almost every position in the field. For example, when a 40

Table of Contents for the Digital Edition of Chief Learning Officer - August 2006

Editor's Letter
Table of Contents
Taking the Lead
Best Practices
Learning Solutions
In Practice - U.S. GAO
In Practice - Army National Guard
CLO Profile
In Practice - PerkinElmer
Case Study
Human Capital
In Practice - Countrywide Financial Corp
In Practice - Siebel
Business Intelligence
Advertiser's Index
Editorial Resources
In Conclusion

Chief Learning Officer - August 2006