we prepare to wrap up another year, I am very pleased to witness the
commitment to Learning and Development (L&D) across the GAC World.
We see skilful and motivated people in GCA courses connecting, learning
and sharing across continents.
Enabling the "GAC Way" is our commitment to being a progressive,
global, learning organisation! 2010 has been another interesting and
successful year for our Corporate Academy. We have reached further into
the GAC World and enhanced course offerings. The Global English
Programme has exceeded expectations, and the feedback from participants
and line managers has been excellent.
As we look forward to 2011, the demand for learning and development
opportunities require us to further expand our operating capability.
Next generation courses are now being developed to support operational,
commercial, and business application training.
We have successfully launched the first phase of our new business
application "GACknowledge" that supports GCA operations and provides
enhanced management information on L&D targets in line CSF5. I look
forward to your commitment to our L&D outcomes in 2011.
Best wishes, Jan Farnelid Group Vice President – Human Resources
Profitable Customer Relationships (PCR) Participant feedback from one of our robust new courses.
It is vital that the sales executives within a company possess the
knowledge and practical skills necessary to identify potential in
existing customers and persuade potential new customers to purchase a
service from your firm, rather than from a competitor.
Few, if any, people are born good at selling. Like all skills,
selling goods or service to a consumer (who may not even have thought
about purchasing that product) is a skill that requires teaching and
experience in order to be truly mastered. In today's business
environment, competition for a consumer's business is more intense than
ever, which means you need effective and skillful employees to push your
product and make a consumer choose yours over all the rest in the
Professional sales training equips employees with the skills that are
vital for making a potential buyer favour your product over all the
others. With a sales force who can do this by promoting your products,
consumers will buy from your business, not your competitor’s.
PCR helps GAC in evolving customer analysis and development skills
because it brings the ability to visualize, articulate, and solve
complex problems and concepts, and make decisions that make sense based
on available information. Such skills include demonstration of the
ability to apply logical thinking, gathering and analyzing information,
designing and testing solutions to problems, and formulating plans.
Bringing this into the GAC marketplace will gives us all the ability
to recognise potential and be able to deal with the customers
accordingly, providing the best possible solutions for them and at the
same time integrating GAC fully into their business merging close long
"The Activity Based Learning with assignments on customers using the
tools learned each week stood out from the course. GAC companies and
employees will have instant ROI as the weekly assignment will improve
understanding of their profitable customers and give tools how to make
them more profitable. Do you want to be able to measure and identify
your most profitable customers, get tools to make your customers more
profitable and learn from other GAC professionals? If yes; then sign up
for Profitable Customer Relationships at GCA."
Daniel Nordberg Regional Business Controller
"All the activities in PCR were important as well as interesting ways
to find the possibilities to target customers. PCR helps participants
learn important analysis and development skills, and the customer
pyramids from week 1 were important for formulating strategic plans and
helping all to see how to create the analysis and action plans for
customers we deal with."
Nadeem Al Sabbagh Sales & Marketing Executive Gulf Agency Company (Oman) LLC
"PCR has been very enlightening and has definitely broaden our
perspectives of our clients. The time spent on each module was adequate
and had a logical and chronological order that step by step revealed
the greater picture and opened up new ways to look at and measure
clients’ performance, and from there on to inquire on how to further
grow our presence with them.
If we can put into practice the very useful tools offered by the
course, then we are in a position where we can make educated decisions
on how to develop our customer relations further.
Overall, it has been an interesting and fun eight weeks, and as I
have observed in other GCA courses I have participated, the forums and
the information exchanged between the participants is crucial to the
success of the course."
Socrates Zorbas Logistics Manager GAC Greece
"Good knowledge of our PCR is the key to a profitable and optimal
operations. We should all be aware of the different aspects of
"measuring a client" in order to fully understand the true potential
business opportunity. A complete measurement can only succeed if we
keep clear records about customer behaviour, maintain open
communications with the client and engaging pro-actively in continuous
PCR is a perfect tool for us in order to find out more about our
current clients / future clients. Our target should be clients that we
WANT to be partners with. And at the same time, we might have clients
that we thought were good for business, but after analysis we realize
that they are not."
Marten Helg Business Manager Logistics GAC Qatar LLC
The GAC Global English Programme is a powerful way to bring all GAC employees together on one common platform, "One Language".
This unifies our businesses and ensures that we all speak the same
language, convey the same messages and overcome all communication
barriers. We hope to see an even more enthusiastic participation rate in
the coming year for the mutual benefit of individuals and the Group.”
Esther Oon-Bybjerg Group Director Corporate Communications
With the evolutions taking place in the GAC group, now is good time
for us to evolve our capabilities towards efficient and commercially
Air Freight Operations (AFO) is designed to help you understand not
just the basics of operations, but also how efficient and more
commercially viable operations can contribute to the bottom line of our
business. Profits are generated by selling at the right price, but
margins can be broadened with smart operations. This course will help
understand how to efficiently sell solutions to a customer for more
profitability. It will also aid you in understanding the hard core
operational process for smarter, more efficient, and more commercially
The GCA Facilitation Team is inviting queries for new facilitators to
help guide learning and growth through GCA’s exciting online course
Candidates selected for facilitation will also be given the
opportunity to complete a certified facilitation course that guides them
through the fundamentals of the GAClearn system, skills for creating an
engaging and effective learning environment for GAC participants, and
GCA processes and operating procedures for facilitating online courses.
The GCA offers a diverse lineup of courses, and candidates are recommened to visit www.gacacademy.com to review the course list and determine where an overlap of their skills/interests and the GCA course material exists.
Candidates with fluency in English, strong communication skills, and
the computer literacy necessary to facilitate an online course may email
CV’s as well as preferences for course facilitation to Waleed Jameel,
Operations Manager of GCA for further details -
This course is designed for all personnel who wish to raise their
understanding of operations. This course also features a special focus
on consolidation techniques, and will lead you towards managing and
creating profitable consolidations.
What this course covers:
Service Partners – Understanding of all stakeholders in the freight
business and identifying which service providers (airlines, shipping
lines, transport companies) add what value to the freight forwarding
Terminology & Equipment - Understanding of all terms and kinds of equipment used in GAC’s Air Freight Business.
Basic Commercial Processes – Understanding the back to back (Direct)
shipment process, and where to generate profit from negotiations with
the service providers. It also covers the significance of understanding
customers’ real needs and minimising the cost of handling their freight
by offering efficient solutions.
Advanced Commercial Processes – Understanding the concept of
Consolidation, and its advantages, this course will cover consolidation
concepts that change mindsets from Back to Back to Consolidations.
Advanced Freight Business – Understanding of additional requirements
of the freight business in addition to the basics. It also covers
advanced freight business understanding.
Documentation & Application – Understanding of what documentation
is required at all levels. It also covers the understanding and
importance of accurate and timely documentation.
How this course will be taught:
Air Freight Operations (AFO) runs for eight weeks and is delivered
via our state-of-the-art interactive online Learning Management System.
Who to contact:
The course is open to GAC employees. For further information, please contact
, Business Development Manager - GAC Corporate Academy.