Implementation of training and development program to improve customers’ satisfaction at Beximco Pharmaceuticals Ltd.

Abstract

Beximco Pharmaceuticals Ltd. (BPL) considers their delivery assistants as valuable human assets. Current training and development programs carried out for their delivery assistants are considered as one of the most significant investments BPL can make for their overall success at the depots. This initiative involves delivery assistants’ participation to acquire product specific knowledge, to develop effective communication skills and to go through learning experience that they would be able to use at the depots. Development process involves learning that will aid BPL and its delivery assistants in the future with their professional career. BPL prefers to call it ‘learning’ rather than ‘training’ program to emphasize the valuable point that delivery assistants’ active participation in such learning experience is considered as part of the developmental process which is broad-based and involve much more engagement than straightforward acquisition of material or technical skills. As a result, BPL has significantly reduced delivery assistant turnover, developed more credible delivery assistants and most importantly, enhanced BPL’s reputation and reported higher level of satisfaction and loyalty among the delivery assistants and customers.