The Employer: Chesapeake has recently merged with US Multi Packaging Solutions; the combined company operates from 50 manufacturing facilities in the US, Europe and Asia with a workforce of over 7,000. Chesapeake Branded Packaging supports some of the world’s most prestigious brands in the premium spirits, fine confectionary, food, tabaco and personal care markets. They produce board and plastic cartons, labels, tubes and printed wraps. Chesapeake operate from locations in the UK, Germany and Poland.

Background: Chesapeake promotes a culture of innovation and teamwork. They recognise that the success of their business depends upon the skills, commitment and loyalty of their people. At the heart of its business, it promotes a set of values called the Chesapeake Way, the Chesapeake Way is a philosophy that not only expresses the company’s approach to business, but also represents the values that they believe are critical to long term success.

The Challenge: Chesapeake recognises that achieving quality is essential to serving its customers and ensuring their continued business success. Only through an unrelenting focus on producing quality can they consistently provide products and services that fulfil their customers’ requirements in every respect. Chesapeake wanted a programme designing that optimised business cycle times, that recognises the rapidly changing needs of its customers, where employees are encouraged to challenge existing practices and put their specialist expertise to good use in designing imaginative customer focused solutions.

The Solution: A bespoke training programme wrapped around the Level 2 Certificate in Customer Service has been designed. The programme is underpinned by the values of the Chesapeake Way and Quality Circles. Through participation on the programme staff are given the opportunity to solve problems related to their own job, consider the effect this will have on the customer and implement practical solutions for improvement.

The Location: All training and support is being delivered at the Killingworth site.