Associate training at JCPenney: A founding principle
JCPenney was founded on principles of service and quality by James Cash Penney. His first store was named The Golden Rule to reflect the values of knowledgeable, caring customer service. Today, JCPenney has continued their commitment by focusing on empowering its associates with a sense of ownership in order to achieve their goal of high quality service and repeat business. To drive that success, JCPenney has been on the forefront of the retail industry in using the latest technologies to maintain compliance, deliver training, and develop career success for each associate.
Delivering training to over 1,000 locations with more than 150,000 associates located across the United States and in Puerto Rico can be a daunting challenge. Traditional methods of training required bringing associates to a single location for in-person training, costing the company thousands of dollars per associate for time lost, travel, and training delivery. To reduce costs, JCPenney realized early on that they needed to streamline their training methods and improve efficiency. In 1996, they shifted from a traditional method to a distance learning model.
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