IAL Feature on Alliance21

To uphold its leadership in the logistics industry, Alliance 21 has prioritized the enhancement of staff professionalism to deliver a reliable and superior level of customer service. As a member of the Learning Enterprise Alliance (LEA) and the IAL’s Centre for Workplace Learning and Performance (CWLP), representing the National Center of Excellence for Workplace Learning (NACE@IAL), Alliance 21 initiated a workplace learning initiative to achieve this objective. The Alliance 21 project team embarked on identifying performance gaps within the workplace, a vital step towards improving service quality. This involved conducting thorough interviews and discussions with key stakeholders. Additionally, the team utilized the IAL consultant’s onsite observations and mystery caller surveys to assess phone interactions between customers and service employees. Following the identification of these gaps, the Alliance 21 project team collaborated with IAL’s workplace learning consultant to jointly design and execute workplace learning interventions for integration. To learn more about this, please read this article below: https://workplacelearning.ial.edu.sg/stories/details/alliance-21-1#cat~Employee%20Professionalisation