Training helps Merlin to build service centers from scratch

Purpose – Describes how award‐winning training helped Merlin Claims to build two service centers from scratch. Reveals that, after only 15 months, they were delivering service hailed as market‐leading. Design/methodology/approach – Details the background to the training, the form it took and the results it has achieved. Findings – Explains that 21 of 26 trainees completed the course, at a cost of £96,000 in staffing costs and £500 on materials. Practical implications – Reveals that the program helped to cut indemnity spending by up to 20 percent and reduce the length of time taken to resolve claims. Social implications – Highlights the response of a company operating in an industry under pressure during recession to save money and reduce the time taken to handle claims. Originality/value – Provides a case study of a company with a strong commitment to people development and a clear alignment of learning and development strategy to business goals.