From crises to safety A Safe Food Education system that works

Stein Arne Nistad, Director of international sales, Gazette as20©09 nistad@gazette.no

The partners in brief

• NorgesGruppen

• Largest retailer in Norway

• 3.000 sales outlets

• 25,000 employees

• Brands: Meny, Ultra , Spar, Joker, Mix, Kiwi

• Gazette

• Communication Company

• Partner in the “safe food” project

You can`t afford a major safe food crisis

Safe food crises are easily exposed in media with unpredictable and possible fatal effects for brands and chains.

You can`t afford a major safe food crisis

NorgesGruppen experienced a major SafeFood crises a few years ago.

The crises was headline news in national media for several weeks.

The immediate effect was direct loss of up to 20% revenue in exposed brands.

Safe food affects everything

• Brand

• Competition

• Economics

• Reputation

• Customer satisfaction

• Employee loyalty and satisfaction

The food safety crisis changed working methods• Systems and procedures

• Follow-up – monitoring store performance

• Competency development

Objective

• Educate employees and implement an active quality system

• Shall characterise Norges Gruppen to such an extent that it will be noticed in the community.

Success criteria

• All employees should have documented basic knowledge of “food safety”

• Cost-efficient training

• Measurable effects

• Strengthened employee satisfaction and loyalty

Safe Food training - The challenge

• High turnover of personnel

• Dull subject matter

• Stores are not good learning environments

• Heterogeneous target group

• Learning Infrastructure:

• bandwidth and access to computers

• Access to classrooms

• Retailer structure

Food safety skills first day at workS

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Time employed

Critical level of Safe food competence

What if …

• All employees had documented basic knowledge of “food safety”

• Training was cost-efficient and easy to implement

• Training gave measurable positive Safe Store effects

• Training strengthened employee satisfaction and loyalty

• Training strengthened brand and increased customer satisfaction

A standardised Safe Food training program

• Standardised concept

• In store or at home training

• Covers all basic Safe food topics

• Cost Effective

• 3 – 6 hours, self study, in groups or in classroom

• Exams and certification

• Proven concept

• More than 15.000 employees certified in NorgesGruppen

BASIC TRAININGwith possible extensions

Internet

CD

In the store

Online exam

Textbook

Registration in the employee database

BASIC COURSE IN FOOD SAFETYMeat

Baked goods

Fruit and vegetables

Delicatessen

Sea food

Cheese

Educational principles

• Attitudes and understanding are more important than expert knowledge

• Activation – not one-way communication

• Facts, humour, seriousness – not horror stories

• Modern and distinctive design

• Entertaining; video, game-sequences, Q&A, visualizations

Learning sequence

Controller – Normal employee – Perfectionist employee – indifferent employee

Dramatisation

Elective situation

Knowledge&Facts

Consequence

1 2 3

Test

Tools

• Video

• Game sequences

• Design and visualisation

• Interactive tests and visualisations

• Test yourself on basic knowledge

• Investigate subjects – specialist knowledge

• Sound, music

• Text

Topics covered (book and interactive solution)

1. Introduction to “Safe food” - the challenge and consequences

2. Food, microorganisms and contamination3. Cooling chain, handling and temperature

control4. Expiration dates, marking and labels.5. Cleaning, hygiene, attitude and service6. Fruit and vegetables (basic hygiene and

marking)7. Bakery goods (basic hygiene and marking)

The BOOK

Demo: www.tryggmat.net

How to succeed with implementation

• Strategy and objectives

• Focus – and relevant to the organisation

• Anchored/rooted in the organisation

• Means for motivation• Competitions• PR• Intranet• Diploma

• Benchmarking at different levels

Measurable effects: (based on more than 10.000 evaluation forms)

Agree Neither Disagree

I learnt a lot from the course 73.3 22.6 4.0

The course was well adapted to how I work in the store every day

70.7 23.7 5.6

After taking the course, I can contribute to providing customers with a safer shopping experience

82.1 14.3 3.6

I liked this method of learning 80.1

16.5

3.4

Results – NorgesGruppen Norway

• +25.000 employees educated

• Traditional classroom training impossible due to cost and logistics

• SPAR Norway

• $3 - $10 million saved (direct cost)

• Before 14% (of 720 stores) below target level “Food Safety”

• After 0.3% below target. (At on point 0%)

COMMUNICATION & EDUCATION

Looking for a pilot project ...

• Partnership

• No entry cost

• Adaptation cost

• Pilot rollout cost

Training program - deliveries

• E-learning program:• On CD• Internet based • Integrated in LMS

• Safe Food book for employees

• Tools• Guide for management and store managers• System for exams and certification

• Marketing material:• Safe food certificate• Mouse pads• Posters• Cards etc.

A in-store Safe Food training program that works

For more information, please contact:

Stein Arne NistadDirector of international sales,

Gazette AS

nistad@gazette.no

Mobile phone: +47 95709111