Henkel Adhesive Technologies
Henkel holds globally leading market positions both in the consumer and industrial sector and is well known for brands such as Persil, Schwarzkopf and Loctite. The company is headquartered in Düsseldorf, Germany, and proud of its almost 50,000 employees from more than 120 nations. Henkel Adhesive Technologies is the world’s leading solution provider for adhesives, sealants and functional coatings.
Customer Service is Henkel’s operational face to the customer and an essential link in the value chain. The function has a massive impact on Henkel’s complex distribution network, which services tens of thousands of customers worldwide. Henkel has defined a clear and ambitious service strategy that needs to be rolled-out and maintained through knowledgeable and motivated teams around the globe.
As part of Henkel’s Professional Campus, a learning path has been developed for Customer Service. An important element is “Learning on the Job”, where Customer Service managers and operators work on assignments in their daily jobs in teams of 3-4 people. Team assignments must fit in Henkel’s strategic initiatives for Customer Service and are defined at the end of an interactive workshop.
During the Learning on the Job phase, the teams complete concrete projects in their own work environment. Coaching is done through a series of online and interactive sessions, a community per team and ad hoc interventions. Intermediate and final assignments are uploaded into the eCampus and signed off by the line managers and the coach.
The projects follow a pre-defined structure, using Lean techniques like the A3 or Root Cause analysis.