Details

25 mins, 1992

Much is heard about how the development of a firm’s “human resources” – its people – can transform the fortunes of a business. This case study shows how Club 24 claims to have achieved exactly this by using active learning techniques. Club 24 collects payments from people buying clothes on credit. Its staff have a tough job – dealing with customers who are difficult and sometimes abusive.

Poor collection rates and high staff turnover have brought the threat of closure. In response management have introduce a new “learning culture”, in which staff are mentored and take part in active learning exercises. Now morale has improved and staff are staying longer – and financial disaster has been averted.