Building a workforce for the future
An Equitable Life Assurance Society case study

Page 1: Introduction

The world of work has changed dramatically in recent years. Gone are the days of jobs for life in which an individual might work for a single employer until their retirement. Today, organisations operate in an environment of constant change and, therefore, they need to adjust their structures and work patterns to adapt to these changes. This requires individual employees to be more flexible in...
Read full page

Page 2: Training and development

In order for this to be successful, organisations like The Equitable Life have focused on the recruitment and training of highly able customer service employees who are trusted to take decisions themselves. These are people who will not wait to be given orders, they are intelligent and innovative enough to take suitable decisions themselves and are highly proficient in the use of Information...
Read full page

Page 3: Types of training

There are a number of different types of training: Induction. Induction training is given to new employees. It familiarises them with the organisation and its rules. It can also be used to show the new employees specific job skills e.g. filling in a proposal form, dealing with customers over the telephone etc. Upgrading skills. As we have seen, the nature of work changes constantly. This has been...
Read full page

Page 4: Restructuring the organisation

The Central Training Unit at The Equitable Life has played a key part in the restructuring of the organisation and in helping staff to update their skills and ability to work in a modern business environment. The Unit offers an eight week off-the-job training and development programme for existing staff which focuses on working to develop new approaches to customer relations to help the Society to...
Read full page

Page 5: Induction programme

Designed as a flexible programme for new recruits, it consists of up to 8 weeks mainly off-the-job training. The Society feels it is important that individuals have a wide range of skills and aptitudes along with the desire to provide high quality service. These are: interpersonal skills desire to help clients sensitivity to others problem solving skills product knowledge understanding of the...
Read full page

Page 6: Conclusion

This case study has shown how The Equitable Life Assurance Society has adapted positively to the changing world of work. Through its training, development and recruitment schemes, the Society is building a more knowledgeable and competent workforce for the future.
Read full page

Related: Equitable Life Assurance Society
Case studies in Business Case Studies

  • Edition 4 Client servicing in a customer-focused organisation

    This case study focuses on how one of this country’s major service organisations, The Equitable Life Assurance Society, has harnessed modern technology in order to focus better on providing an excellent service to clients.