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story
hands-on training. The program is designed
to enable employees to obtain state licensure
within 12 to 18 months, where law allows.
“Training our own ensures our people are
held to the highest standards of professional
competencies,” adds Tammy. “This translates
to better service and value for members.”
Optical. “Requirements vary from state
to state, but all of our employees are required
to get accreditation. We were the first in the
industry to implement this standard. Most
retailers don’t require accreditation,” says
Denise Mogil, director of professional
services for Costco Optical. “In non-
licensed states we require certifica-
tion from the American Board of
Opticianry and the National Contact
Lens Examiners within three years
of working in the department. In
licensed states our requirements are
whatever the state requires.” Costco pro-
vides training materials and on-site experi-
ence. On the corporate level, licensing is not
required but Denise cheerfully boasts, “All the
execs and buyers are certified or licensed.”
Pharmacy. “The pharmacy profession is
one of the most heavily regulated,” says
Costco vice president Vic Curtis. “Especially
around compliance with federal and state laws
and regulations.” Costco works with university schools of pharmacy to provide training
in a retail setting and is initiating a recruitment and student loan program to provide
financial aid to pharmacy students who will
work at Costco part-time while attending
pharmacy school. They also commit to work
at a Costco pharmacy upon graduation as a
form of loan repayment. Costco has created
documentation and training courses, and
employees must complete certified training in
privacy, drug security, member service, p re-scription benefit programs and insurance billing practices.
Photo Centers. Photo Center workers
have to be Occupational Safety and Health
Administration trained since they deal with
potentially hazardous materials. Managers
and supervisors are required to obtain Costco
Photo Center, Society of Photo Finishing
Engineers and Certified Photographic
Consultants certification. Dale Owenby,
chief operating officer of Retail Imaging
Management Group, which supports the
Photo Centers, says, “Costco’s commitment
to training gives them a distinct advantage.
Their ongoing training programs yield the
highest-skilled photo techs of any wholesale
with annual recertification required.
Initial training is augmented by regional
sessions and time at professional training centers. Michelin also provides mobile ride and
drive units, setting up mini-tracks locally to
demonstrate the difference in performance
between different forms of tires.
“We also run about eight to 10 classes a
year with the Tire Industry Association
[TIA],” adds Robert, “covering all aspects of
installation and tire operation.” The TIA is
among the program’s fans. Kevin Rohlwing,
TIA senior vice president of training, says,
“Costco has one of the best tire programs in the industry. The most
impressive aspect is everyone’s commitment to constantly improve.”
IMAGEZOO
“We take the most
difficult standards
and add to them.
Our standards are
much higher than
federal standards.”
—Craig Wilson
or retail chain, the fastest production service
of photo-finishing products and an unparalleled quality of products and services for
Costco members. ”
Tire Centers. “To get an employee to
what we consider industry proficient takes
from eight to 14 months,” says Robert Moyer,
director of Costco’s Tire Centers. “Even after
certification, there’s ongoing learning.”
A 90-day orientation and training program leads to a certification exam that must
be passed to continue working in the center,
To college and beyond
There are a number of employees
who started at Costco as high school
students and have risen through the ranks.
Many executives can tell tales of pushing
carts in the parking lot.
To continue that tradition the company
initiated its College Student Retention
Program. Eligible employees retain time
accrued toward qualified benefits and wage
increases, and can count on continued
employment during school breaks. Upon
graduation, they submit résumés to Costco’s
senior vice president and COO, Dick
DiCerchio, who says, “I review them all with
the intent to set up interviews in their area of
interest.” It’s a two-way street—the students
may develop careers at Costco, and Costco
may gain more expertise.
Building the future
Training and educational opportunities
available to the 130,000-plus Costco employ-
ees add up to quality and value in the form of
offerings and service for today’s Costco
members. More important, it
ensures that the founding
principles of the company will
be sustained for generations
to come. C
