After determining its annual objectives, Wing Tai Retail Singapore, winner of the 2012 Singapore Quality Award, identified the skills, knowledge and development needed to achieve objectives via a learning needs analysis (LNA). The LNA covered four general areas: 1) A Training and Development review, that included the annual training review, the trainer’s monthly shop visits and the training evaluation feedback; 2) Customer Feedback from the Mystery Shopper Programme and a feedback system; 3) T...
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