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Resource development centre
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Transcript of Resource development centre
THIS PRESENTATION IS BY
METRIC CONSULTANCY LTD.
A PROFESSIONAL
Global ORGANISATION
In
Research, Training & Consultancy
WELCOME
Evaluate Design the training
program
Conduct the
Training program
Our Framework for Training
Research
Customer value management: Measurement & monitoring of customer satisfaction, strategies for maximizing customer value & building customer centric organisation
Channel management : : Channel evaluation, designing channel architecture, credit rating of dealers, improving conversion at the counter
Rural marketing : Overcoming risk aversion to maximize sales, promotional strategies & tactics, in - sit - u training of sales teams
New products : Concept testing, product positioning, promotion, evolving new product concepts using Dr. Kano’s theory of two dimensional quality
Societal research: Planning, monitoring and evaluation of public policies and developmental projects, Participative rural appraisals (PRA)
Employee satisfaction: Identifying aspects, measuring satisfaction, benchmarking, identifying action urgent areas
METRIC’s areas of expertise
METRIC’s training division
Core Assets for Training
* Faculty of 35 trainers organised in three groups viz,
programme designers, senior faculty and support faculty
* 50 case studies based on real life experience.
* 120 structured exercises adopted to local conditions
* 3 films produced in collaboration with EMRC (Education Media
Research Center), University of Pune.
* 60 especially developed training soft wares
What makes the difference with METRIC
in training
Organization
Research, training & consultancy, all under one
roof.
In - house full time trainers; continuous training
and development.
Continuous process evaluation and up-
gradation.
The training module
The training module is derived out of
Actual observations.
In-depth interviews with the managers.
Focus group discussions with the customers.
Therefore it reflects the actual training needs.
What makes the difference with METRIC
in training
The training module
Pedagogic methods are apt for
1. type of participants and
2. suitability to the topics.
The training modules are:
Prepared in a very participant friendly manner.
Very simple and easy to understand language
is used.
What makes the difference with METRIC
in training
Faculty
Our faculty members are very good trainers.
What makes them so good?
Involvement in qualitative research specific to
the participants’ training needs.
Compulsory ‘first hand feel’ of participants’
working situation.
What makes the difference with METRIC
in training
Faculty
Extensive trainers’ training before every training
programme
Multilingual training capabilities.
Belief in the subject and the process.
Passion and commitment about the purpose
Line experience.
What makes the difference with METRIC
in training
The conceptual framework of customer
orientation training
What determines the behaviour of an
employee ?
Perspective Attitude Sensitivity
Roles &
Responsibilities
Behaviour Competence
Work Hygiene
Conditions
Organizational
Culture
Personal
Goals
The priority areas requiring attention, as
revealed by our qualitative research are :
Perspective Attitude Sensitivity
Roles &
Responsibilities
Behaviour Competence
Work Hygiene
Conditions
Organizational
Culture
Personal
Goals
Training for better service delivery will
involve :
building
Competence
to Deliver
Best Service
developing
Customer
Centric
Attitude
increasing Sensitivity
to Customer
Needs
Behaviour
Developing customer centric attitude is
done by
Role plays that reveal to the participants their
robotic behavior
Exposure to non verbal communication, body
language, active listening which helps the
participants to be more communicative
Increasing sensitivity to customer needs
is done by
Creating openness to new influences.
Creating a need for change : What is to be gained ?
Removing barriers to receipt of signals :
Eliminating fear of negative signals - fear of
involvement.
Making them willing to recognize ignorance.
Building competence to deliver best
service is done by
Improving communication skills.
Fine tuning the process of delivering the
products.
Making them the safety advisors.
Techniques of dealing with agitated customers.
METRIC programme model for training
For Mechanic/ Service Staff/ Complaint Handling Staff
GENERAL SKILLS ATTITUDE PERSPECTIVE
Active
Listening
Relationship
Building
Team
Work
Consultative
Selling
Market Trends &
New Challenges
Changing scene
of Retailing
Role of Dealers’
Service person
Breaking Free
of
Self Imposed
Constraints
Becoming Aware
of Learning
Needs
Customer
Orientation
Body
Language
Dress
sense
SPECIFIC SKILLS
Delivering products Answering Objections
Safety advice
METRIC programme model for training
GENERAL SKILLS ATTITUDE PERSPECTIVE
Active
Listening
Relationship
Building
Team
Work
Consultative
Selling
Market Trends &
New Challenges
Changing scene
of Retailing
Role of Dealers’
Salesperson
Breaking Free
of
Self Imposed
Constraints
Becoming Aware
of Learning
Needs
Customer
Orientation
Body
Language
Dress
sense
SPECIFIC SKILLS
Delivering products Answering Objections
Safety advice
METRIC programme model for training
GENERAL SKILLS ATTITUDE PERSPECTIVE
Active
Listening
Relationship
Building
Team
Work
Consultative
Selling
Market Trends &
New Challenges
Changing scene
of Retailing
Role of Dealers’
Salesperson
Breaking Free
of
Self Imposed
Constraints
Becoming Aware
of Learning
Needs
Customer
Orientation
Body
Language
Dress
sense
SPECIFIC SKILLS
Delivering products Answering Objections
Safety advice
Approach and Methodology
Thoroughly understand product features and
benefits
‘Dip-stick’ research to understand target group’s
motivations and training needs
Set measurable ‘targets’ in consultation with client
Develop training syllabus and training software
Test through 'in-house' mock training programme
Conduct training programme
Collect feedback and share it with client
Methods used in Training
Audio-visuals
Case Study
Games & Puzzles
Group Discussion
Lecture
Out-bound Exercise
Mock Exercise
Role Play
Structured Exercise
Test
Our Capabilities
Our credentials for conducting simultaneous
training programs all over the country and in
different languages are already established
During July 2002 to January 2003, we
conducted up to 11 training programmes on a
single day simultaneously for HP ( besides training
programmes for other companies)
Client : HPCL.
Target Participants : Dealers
Training Agenda : Improved Customer Service
Training Program in Customer Service
Client : Bharat Petroleum Corpn. Ltd.
Target Participants : LPG Delivery Men
Dealers’ Counter Staff
Training Agenda : Improved Customer Service
Other Training Program in Customer Service
Client : Caltex Gas (India) Pvt. Ltd.
Target Participants : LPG Distributors’ Delivery Boys
LPG Distributors’ Counter Staff
Training Agenda : Improved Customer Service
Other Training Program in Customer Service
In-Sit-U training
In-Sit-U training:
Practical on the spot training at the dealerships
Direct experiential learning – no leakage from
classroom to work place
Results are seen immediately – problems of
acceptance are nearly eliminated
All the team members are trained together –
building of team spirit
Assessment of training
effectiveness
Methods for assessing the training
effectiveness
Tests to check retention of knowledge.
Structured feedback from the participants at the
end of the programme.
Pre and post programme analysis on pre decided
parameters.
…Thank you
METRIC CONSULTANCY LIMITED
Florida Estate, Mundwa,
Pune - 411 036, India
Phone : ( 020) 680 1135 Fax : 681 5513 Email: [email protected]
www.metricconsultancy.com