SAS Group
SAS Ground Handling (SGH), a wholly owned subsidiary of the SAS Group, is the largest full service provider of airline ground handling and airport related services in the Nordic countries. SGH is present at around 160 airports in 43 countries, has an annual turnover of SEK 5.9 million and employs about 8,100 people. For more information visit www.sasground.com.
Goal
Evaluate return on investment from training courses provided by external consultants for SAS Ground Handling (SGH) staff.
Result
A total reorganization of SGH training procedures, including the establishment of in-house training schools. Extension of QuestBack use to other companies within the SAS Group as a means of ensuring successful internal and external relations.
Case study
SGH originally decided to use QuestBack as a result of the high costs of hiring external consultants to conduct training courses for SGH employees. Sven Boye, Competence and Training Manager, was frustrated that the Company was using NOK 150 million per year (30,000 student days) on training and development, without having any real understanding of the return on investment they were gaining from the training.
“Our use of QuestBack revolutionized the way we do training in SGH,” says Sven Boye. “The feedback we received from our employees provided the foundation for a cost/benefit analysis and subsequent recommendations about how to restructure training and development. QuestBack helped us to establish a significant reduction in costs.”
SGH have now shifted the focus of their QuestBack use to customer satisfaction surveys, as a way of ensuring that they are providing a high level of customer service at all times. In addition, other divisions within SAS have built on SGH’s success and now use QuestBack as part of their daily routines. All manner of quests are conducted within the Company, including customer and employee satisfaction surveys, management evaluations and course and seminar feedback and follow up surveys.
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