Training Industry Magazine - Spring 2022 - 61

meaningful development plans, effective
interview skills, managing conflict and
time management. The team received
feedback that training on these topics
could " improve the experience for
new associates and [increase] the
longevity of their careers at Sam's Club, "
Buchanan says.
After a successful pilot, the team made
a final iteration to the program before
its launch. " We decided that every
associate journey in MQ would begin
with a week-long training on valuesbased
decision-making, or 'VBDM,' "
Buchanan says. The newly added
training was designed to help learners
develop what Sam's Club refers to as
" leadership expectations, " which are
attributes that the company wants
every leader to possess.
2021. Ban-Wolter, who has worked at
Sam's Club for 19 years, has been in
various roles at the company. However,
she says that her current role, as a
fresh manager, is her " most favorite. "
Ban-Wolter says that the MQ program
helped her " grow as a manager and as
a teacher " to help others achieve their
career goals. " I love being a part of
something that helps associates grow
within the company, " she says.
WHY IT WORKS
A key reason for the program's success
is that learners have the flexibility
to create a custom learning journey
based on their individual job role and
build a detailed learning map to future
roles within the company.
CAREER PATHWAYS
ARE A CRUCIAL FACTOR
FOR RETENTION.
Delivered in a microlearning format,
learners can access the VBDM training
on their phones, in their moment of
need. The training covers what VBDM
is, why it matters and how to model it.
" Once associates complete the VBDM
content, the values training doesn't
end there, " Buchanan says. The
curriculum is embedded throughout
the rest of the program.
After a successful pilot, and completing
final iterations, the MQ program was
ready for takeoff: It launched within
Sam's Field U, the company's broader
training portfolio, in October 2021,
when approximately 95,000 front-line
associates in both Sam's Club and
supply chain locations were on track
to accessing the program.
Mongkol Ban-Wolter, a fresh manager
at a Colorado-based Sam's Club, was
part of the first group of learners to go
through the program in late October
Christopher Shryock, chief people officer
at Sam's Club, says that the program has
" framed learning as a tool that associates
can use to advance their careers. " Through
targeted career pathways, learners can
" see possibilities for their future within the
company, " he says.
Lance de la Rosa, chief operating officer
at Sam's Club, says that these career
pathways have been a " crucial factor "
for retention - which is a common
challenge in front-line industries. " We
want to show our associates the limitless
career opportunities at Sam's Club, " and
outline the learning opportunities that
can help them " achieve their career
dreams, " he says.
To recognize learners' hard work,
the program uses a digital badging
system, where associates can display
their certifications on internal social
media platforms. This helps reinforce
their accomplishments and validate
their skills.
After an associate completes the full
MQ program, they can attend a virtual
ceremony and graduate to become an
" MQ program ambassador. " Buchanan
says that program ambassadors have
been critical in extending the program's
reach long after its initial rollout.
TRAINING INDUSTRY MAGAZINE - SPRING 2022 I WWW.TRAININGINDUSTRY.COM/MAGAZINE
MEASURING SUCCESS
Buchanan and her team track three
types of metrics on a quarterly basis to
gauge the program's success, including:
* Execution metrics, including project
rollouts, progress against strategic
projects, how many associates are
completing learning experiences
and more.
* Feedback metrics,
including
those
tracked in Kirkpatrick Level 1 and Level 2.
" We run pre- and post-learning surveys
and tests to get associate feedback
on their training experience and to
determine if our learning construct
transferred the knowledge as planned, "
Buchanan says.
* Behavioral metrics,
including those
tracked in Kirkpatrick Level 3. These
metrics are tracked by monitoring
unsolicited posts on internal social
media platforms to see how associates
discussed the program, what they
learned and how it is changing their
behavior. " This observational approach
let us capture behavior change without
our presence or a direct request
for feedback influencing [learners']
responses, " Buchanan explains.
With over 2,500 digital badges issued
as of early March 2022, it's safe to say
that the MQ program is in full swing.
Shryock says that he's excited to see
the long-term impact of associates
fully leveraging the MQ framework
and, in the future, hopes to see
the program's impact on employee
attraction, engagement and retention.
Whether your organization is looking to
develop meaningful career pathways for
employees or upskill leaders with the skills
they need for the future, the MQ program
is a testament to the fact that when all
employees have access to leadership
training, everyone wins.
Sarah Gallo, CPTM, is a senior editor
at Training Industry, Inc., and co-host of
" The Business of Learning, " the Training
Industry podcast. Email Sarah.
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