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Cathay employees take off with e-learning

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IT IS JUST another Thursday afternoon in an office at Cathay City. The activity log shows that more than 80 Cathay Pacific employees are logged on to the carrier's e-learning platform, known as Learner's World.

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They are working from locations as diverse as Johannesburg, Frankfurt and Seoul. Their occupations vary from pilot to engineer but they have one thing in common - they are all engaged in the learning process.

It is a gratifying sight for Graham Higgins, Cathay Pacific's learning and development group manager, who played a leading role in shaping the carrier's cutting-edge e-learning strategy.

'We are trying to redesign human resource processes to give employees control, choice and the opportunity for self-help' he said.

'The guys who have logged on to Learner's World show that we are achieving this goal.'

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In 1996, when Cathay Pacific began to promote business under the banner 'service straight from the heart', the company had to deliver the brand promise through all parts of the business.

'Cabin attendants were being told to pay individual attention to customers, listen to their needs and treat them as individuals,' Mr Higgins said. 'We realised it would be good if employees also felt they were being treated this way by the company.'

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