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Resource development centre

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Metrica, The Resource Development Centre, Amidst vast landscapes and lush green trees of Wai, The perfect place for training with recreational activities, adventure sports,wai, pune mahabaleshwar, satara

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Resource development centre

  1. 1. WELCOME THIS PRESENTATION IS BY METRIC CONSULTANCY LTD. A PROFESSIONAL Global ORGANISATION InResearch, Training & Consultancy
  2. 2. Our Framework for Training ResearchEvaluate Design the training program Conduct the Training program
  3. 3. METRIC’s areas of expertiseCustomer value management: Measurement & monitoring of customer satisfaction, strategies for maximizing customer value & building customer centric organisationChannel management: : Channel evaluation, designing channel architecture, credit rating of dealers, improving conversion at the counterRural marketing: Overcoming risk aversion to maximize sales, promotional strategies & tactics, in-sit-u training of sales teamsNew products: Concept testing, product positioning, promotion, evolving new product concepts using Dr. Kano’s theory of two dimensional qualitySocietal 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
  4. 4. METRIC’s training division
  5. 5. 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
  6. 6. What makes the difference with METRICin trainingOrganization Research, training & consultancy, all under one roof. In - house full time trainers; continuous training and development. Continuous process evaluation and up- gradation.
  7. 7. What makes the difference with METRICin trainingThe training moduleThe 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.
  8. 8. What makes the difference with METRICin trainingThe training modulePedagogic methods are apt for1. type of participants and2. suitability to the topics.The training modules are: Prepared in a very participant friendly manner. Very simple and easy to understand language is used.
  9. 9. What makes the difference with METRICin trainingFacultyOur 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.
  10. 10. What makes the difference with METRICin trainingFaculty 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.
  11. 11. The conceptual framework of customerorientation training
  12. 12. What determines the behaviour of anemployee ?Perspective Attitude SensitivityRoles & Behaviour CompetenceResponsibilitiesWork Hygiene Organizational PersonalConditions Culture Goals
  13. 13. The priority areas requiring attention, asrevealed by our qualitative research are :Perspective Attitude SensitivityRoles & Behaviour CompetenceResponsibilitiesWork Hygiene Organizational PersonalConditions Culture Goals
  14. 14. Training for better service delivery willinvolve :developing increasing buildingCustomer Sensitivity CompetenceCentric to Customer to DeliverAttitude Needs Best Service Behaviour
  15. 15. Developing customer centric attitude isdone byRole plays that reveal to the participants theirrobotic behaviorExposure to non verbal communication, bodylanguage, active listening which helps theparticipants to be more communicative
  16. 16. Increasing sensitivity to customer needsis done byCreating 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 ofinvolvement.Making them willing to recognize ignorance.
  17. 17. Building competence to deliver bestservice is done byImproving communication skills.Fine tuning the process of delivering theproducts.Making them the safety advisors.Techniques of dealing with agitated customers.
  18. 18. METRIC programme model for training For Mechanic/ Service Staff/ Complaint Handling Staff PERSPECTIVE ATTITUDE GENERAL SKILLS Market Trends & New Challenges Active Body Breaking Free Listening Language of SPECIFIC SKILLS Self Imposed Delivering products Constraints Team Answering Work Objections DressChanging scene sense of Retailing Safety advice Becoming Aware of Learning Needs Relationship Consultative Building Selling Role of Dealers’ Customer Service person Orientation
  19. 19. METRIC programme model for training PERSPECTIVE ATTITUDE GENERAL SKILLS Market Trends & New Challenges Active Body Breaking Free Listening Language of SPECIFIC SKILLS Self Imposed Delivering products Constraints Team Answering Work Objections DressChanging scene sense of Retailing Safety advice Becoming Aware of Learning Needs Relationship Consultative Building Selling Role of Dealers’ Customer Salesperson Orientation
  20. 20. METRIC programme model for training PERSPECTIVE ATTITUDE GENERAL SKILLS Market Trends & New Challenges Active Body Breaking Free Listening Language of SPECIFIC SKILLS Self Imposed Delivering products Constraints Team Answering Work Objections DressChanging scene sense of Retailing Safety advice Becoming Aware of Learning Needs Relationship Consultative Building Selling Role of Dealers’ Customer Salesperson Orientation
  21. 21. 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
  22. 22. Methods used in Training Audio-visuals Out-bound Exercise Case Study  Mock Exercise Games & Puzzles  Role Play Group Discussion  Structured Exercise Lecture  Test
  23. 23. Our CapabilitiesOur credentials for conducting simultaneoustraining programs all over the country and indifferent languages are already establishedDuring July 2002 to January 2003, weconducted up to 11 training programmes on asingle day simultaneously for HP ( besides trainingprogrammes for other companies)
  24. 24. Training Program in Customer ServiceClient : HPCL.Target Participants : DealersTraining Agenda : Improved Customer Service
  25. 25. Other Training Program in Customer ServiceClient : Bharat Petroleum Corpn. Ltd.Target Participants : LPG Delivery Men Dealers’ Counter StaffTraining Agenda : Improved Customer Service
  26. 26. Other Training Program in Customer ServiceClient : Caltex Gas (India) Pvt. Ltd.Target Participants : LPG Distributors’ Delivery Boys LPG Distributors’ Counter StaffTraining Agenda : Improved Customer Service
  27. 27. In-Sit-U training
  28. 28. 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
  29. 29. Assessment of trainingeffectiveness
  30. 30. Methods for assessing the trainingeffectiveness 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.
  31. 31. …Thank you METRIC CONSULTANCY LIMITED Florida Estate, Mundwa, Pune - 411 036, IndiaPhone : ( 020) 680 1135 Fax : 681 5513 Email: metric@vsnl.com www.metricconsultancy.com

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