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Hrdc Training Programme Details Booklet


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Hrdc Training Programme Details Booklet

  2. 2. ‘What if I train my people and they leave?’ ‘What if you don’t train them and they (incompetent staff) stay?!!!’ 2
  3. 3. TRAINING PHILOSOPHY HRD Centre believes that training facilitates the development of employee (individual) knowledge and skills so that the resultant growth of competence contributes to attaining of organisation’s (individual’s) goals and objectives and move towards vision. HRD Centre believes that the gap between the actual and desired competence of the individuals and teams can be bridged by systematic HRD inputs so as to achieve effective results. 3
  4. 4. INDEX PROGRAMME PAGE TRAINING PROGRAMME TOPIC CATEGORY NO. Managerial Skills Managing and Accelerating Change 6 Performance Management 6 Internal Customer Satisfaction and 6 Microplanning Cultivating Culture of Customer Satisfaction 7 Action Leadership 7 Framework of Leadership 7 Team Building and Teamwork 8 Motivating Subordinates 8 Coordination Skills 8 Problem Solving 9 Decision Making and Decision Analysis 9 Planning and Time Management 9 Negotiation Skills 10 Business Communication Skills - Written 10 Report Writing Skills 10 Customer Service 11 Training Needs Assessment 11 Training Needs Assessment And Getting 11 Planned Results From Training And Trainees Behavioural Skills Self-Development 13 Self-Development 13 Seven Habits of Highly Successful People 13 Communication Skills 14 Body Language 14 Presentation Skills 14 Influencing 15 Networking Relationships 15 4
  5. 5. Dealing With People Successfully 15 Interpersonal Skills 16 Self-Discipline 16 Managing Discipline 16 Business Etiquettes and Manners 17 Emotional Intelligence 17 Emotional Intelligence 17 Stress Management 18 Managing Conflict 18 Time Management 18 Productivity Improvement 19 Productivity Improvement 19 PROGRAMME PAGE TRAINING PROGRAMME TOPIC CATEGORY NO. Behavioural Skills (contd.) Cultivating Culture Of Customer Satisfaction 19 Effective Public Speaking 20 Striving For Excellence 20 Customer Service 20 Technical Skills Process For Business Growth 22 Internal Customer Satisfaction and 22 Microplanning Coordination Skills 22 Microplanning 23 Marketing Management 23 Sales Excellence 23 Performance Appraisal System 24 Cost Control and Cost Reduction 24 Waste Elimination 24 Waste Elimination 25 Training Programme for Training Managers 25 Training Needs Assessment And Getting 25 Planned Results From Training And Trainees Conducting Successful Interviews 26 Standard Operating Practice 26 5
  6. 6. Specific Technical Skills Business Balanced Scorecard 28 Benchmarking 28 TQM 28 Standard Operating Practice 29 JIT 29 TPM 29 OEE 30 5S 30 Kaizen 30 FMEA 31 VA/VE 31 QFD 31 Safety, Health And Continuous Safety Improvement 33 Environment Supervising For Safety 33 Safety Management Plan 33 Hazard Identification And Control 34 Design For Environment 34 Green Productivity 34 MANAGERIALS SKILLS TRAINING PROGRAMME DETAILS TARGET POPULATION 6
  7. 7. OBJECTIVES CONTENTS PROGRAMME DURATION The best executive is one who has sense enough to pick good people to do what he wants done, and a self-restraint enough to keep from meddling with them while they do it. Managing Performance Internal Customer And Management Satisfaction and Accelerating Change Microplanning 7
  8. 8. Target Population : Target Population : Target Population : Sr. Managers, HODs, Sr. Managers, HODs, HODs , Sr Managers Managers Objectives : Objectives : Objectives : * Understand and appreciate * Understand and appreciate * Understand and appreciate challenges and their implications the importance of enabling the ICS concept in present environment individuals, teams and * Understand and appreciate * Understand and appreciate the organisations to excel that ICS model is strategies for managing change * The need to close the gap appropriate tool to build * Understand and appreciate the between what managers do capabilities in the key areas for managing change – and what their people can organisation. People, Product, Profit achieve. * Understand and appreciate * The skills in performance the need for every segment Contents : management of the organisation to * Changes in business scenario * Creation of high reorient itself to the needs * Key areas - People, Product, performing teams of customer – internal and Profit external * People - Culture, change Contents : * Understand and appreciate facilitators, structure, * What is performance need for removal of internal succession, commitment, management weakness competence building, discipline * Leading for performance etc. * Performance management Contents : * Product – Product-mix, Quality, skills * Market orientation Cost, Delivery, Customer * Performance management * Internal customer Relations, Product Innovation, process satisfaction * Market Development * Creating high performing * Implementation capabilities * Profit – Timeliness, Turning teams * Steps in ICS around, Diversification, Services * Checklists * Microplanning * Open house discussion * Resource planning Programme Duration : * Prerequisites and role of Programme Duration : 1 Day hierarchy ½ Day Programme Duration : 8
  9. 9. 1 Day The way to get things done is not to mind who gets the credit of doing them. Cultivating Culture of Action Framework of Customer Satisfaction Leadership Leadership Target Population : Target Population : Target Population : Sr. Managers, HODs, HODs, Managers, Line Managers & Sr. Managers, Supervisors Top Executives Objectives : Objectives : Objectives : By the end of programme, the * Understand the activities a At the end of the training, participants will : manager needs to take to be the participants will : * Realise the requirement of an effective leader * Understand the importance fundamental shift in way of * Be aware of the skills in of the people as resource thinking and work organisation building and maintaining a * Acknowledge the * Realise the need for shift in winning team responsibility with respect thinking to be across the * Be better able to utilize the to achieving the task, organisation talents of individuals within building and maintaining a * Understand that Customer is the the organization winning team and reason for existence of all * Be able to develop realistic developing individuals business. action plans * Be able to identify the * Understand the need for important actions that need cultivating the desired culture in Contents : to be undertaken by a the Organisation * Challenges and skills of leader in order to be * Understand the concept of leadership effective culture and process of * Actions of a leader 9
  10. 10. cultivating culture * Framework of a leadership Contents : * Identify the core values required * The effects of leadership * Challenges in leadership for cultivating desired culture actions * Concept of leadership – * Finalise norms of behaviour * Decision taking traits, situations & * Understand the leadership role * Delegation functions for cultivating culture of * Motivation * Functional approach to customer satisfaction * Leadership by Leadership communication * Leadership process / Contents : * Practical leadership Actions of a leader * Context of change * Change management process Programme Duration : Programme Duration : and inter-relation between 1 Day 1 Day vision, goals, strategies, systems and structures * Role of organisation culture in change management process and the factors affecting the organisation culture * Defining core values * Defining norms of behaviour against each core value * Leadership role and how any Leadership is position is leadership position creating a world Programme Duration : to which others want to belong 1 Day Team Building & Motivating Subordinates Coordination Teamwork Skills Target Population : Target Population : Target Population : Supervisors, Line Managers Supervisors, Line Managers Line Managers, Supervisors Jr. Managers, HODs Jr. Managers, HODs Objectives : Objectives : Objectives : * Identify the skills required to * Understand how people are * Understand and appreciate build an effective team motivated importance of coordination 10
  11. 11. * Identify their own performance * Analyse the role of * Get insight into information in these skill areas managers in motivating needs and mechanism of * Establish guidelines for subordinates. coordination skills developing effective team work * Establish guidelines for * Use of different basis for improving motivation coordination Contents : * Develop an action plan for * Understand one’s role in * Teamwork concepts improving motivation of coordination * Team building through subordinates * Develop skills in development of linking skills coordination activities * Teamwork as a tool of meeting Contents : group needs * The concept of motivation Contents : * The role of executive in * Identifying what motivates * What is Coordination? promoting teamwork amongst subordinates * Coordination costs his group members * Motivating subordinates – * Coordination ability Practical steps * Information needs and Programme Duration : coordination mechanisms 1 Day Programme Duration : * Coordination by 1 Day standardisation * Coordination by plan * Coordination by mutual adjustment * Interorganisational Coordination * Coordination Roles * Coordination Requirements * Coordination Activities “Coming together is a beginning….. Keeping together is progress…. Programme Duration : 1 Day Working together is a success……” You can have brilliant ideas but if you can’t get them across, your ideas won’t get you anywhere. TEAM = Together Each Achieves More Problem Solving Decision Making and Planning & Decision Analysis Time Management Target Population : Target Population : Target Population : HODs, Managers, HODs , Sr Managers Sr. Managers, HODs, Sr. Managers Managers Objectives : Objectives : Objectives : * Understand the approach * Improve decision making * Be aware of both the towards solving problems ability of the managers by concept and criticality of 11
  12. 12. * Evaluate alternatives and choose having rational approach Managerial Planning. the optimum solutions * Have accurate, balanced * Understand the importance * Develop strategies for taking picture of the risks and of time as a managerial decisions and implementing rewards that can result resource creative solutions from alternatives. * Develop the skills of * Evolve feedback and * Evaluate alternatives managing time through: monitoring mechanisms considering their - Planning * Identify their problem solving implications and take - Prioritising style decisions - Focusing on essentials - Recognising the benefits Contents : Contents : * The Identification of problems * Decision making process Contents : * The problem solving approach, * Rational approach for * The concept of Managerial alternatives, optimum solutions decision making Planning and decision making * Decision Tree * Importance of time as a * Identification of individual * Drawing and evaluating managerial resource Problem Solving approach : decision tree. * Key components of Creative and analytical bias. * Analysis of complex organisational time that is * Group problem solving process decisions and weighing of the controllable and * Identification of behaviours and alternatives non-controllable methods that facilitate and * Identification of time hinder problem solving, Programme Duration : wasters. * Team synergy 1 Day * Planning and delegation as * Instruments of problem solving time management tools * Planning under time Programme Duration : constraints 1 Day Programme Duration : 1 Day The nicest thing about not planning is that failure comes as a complete surprise and is not preceded by a period of worry and depression. The best decision is the right decision. The next best decision is the wrong decision. The worst decision is no decision. Negotiation Skills Business Report Writing Skills Communication Skills - Written Target Population : Target Population : Target Population : Sr. Managers, HODs, Marketing Managers at all levels Managers at all levels Executives, Objectives : Objectives : Objectives : * Understand and appreciate need * Write reports well * Understand and 12
  13. 13. appreciate : to negotiate * Plan business writing - Importance of writing * Understand and appreciate * Deal effectively with reports well principles of negotiation internal correspondence - Writing Skills * Get insight to acquire skills and * Deal effectively with - What makes writing poor use tips in negotiation to get the external correspondence - Basic principles of best deal. * Personalise the writing effective writing * Write with good * Acquire skills in report Contents : presentation writing * Types of negotiations and uses * Writing for marketing of negotiations * Check the writing Contents : * Fundamentals of negotiation * Writing skills * Preparing for negotiation Contents : * Causes of poor writing * Ten techniques to keep ahead in * Report writing skills * Basic principles of effective negotiation * Planning the writing writing * Managing the process of * Internal correspondence * Report writing skills : negotiation * External correspondence - Identification of purpose * Interpersonal behaviour during * Personalising writing and readers the negotiation * Writing with good - Defining objectives and * Checklist, do’s and don’ts presentations – charts, strategy maps, statistics etc. - Structure planning Programme Duration : * Marketing communications * Exercises 1 Day * Checking the writing * Exercises Programme Duration : 1 Day Programme Duration : 1 Day To do great and important tasks, two things are necessary: a plan and not quite enough time. Customer Service Training Needs Training Needs Assessment Assessment and Getting Planned Results from Training and Trainees Target Population : Target Population : Target Population : Managers at all levels and Sr. Managers, Reporting Controlling Officers, 13
  14. 14. Supervisors Officers, Managers HODs Sr. Managers and HODs Objectives : Objectives : Objectives : To ensure a common base * Understand terms such as * Understand terms such as level of competence in job title, job profile, job title, job profile, customer service skills – required technical required technical * - Listening competence, Managerial competence, Managerial * - Communication skills, priority codes etc. skills, priority codes etc. * - Handling complaints * Understand the format and * Understand the format and constructively will be able to fill it up will be able to fill it up * - Encourage constructive * Understand their role in * Understand their role in problem- solving implementing the system implementing the system through prompt * Understand the system in * Understand the system in personal action totality and how it is useful totality and how it is useful * - Customer service in identification of * in identification of manners and etiquettes training needs of executives training needs of executives * Develop a system for Contents : Contents : Getting results from * Why Customer Service * Drawbacks of the present training Matters? system * What’s different about * Concepts, terms and Contents : good service? formats * Drawbacks of the present * Performance Standards * Role of participants in system * Turn complaints into dissemination of concept * Concepts, terms and opportunities and operation of system formats * Listening to customers * Exercise and open house * Role of participants in * Assertiveness and good discussion dissemination of concept service and operation of system * Effective customer Programme Duration : * Pre-training actions communications 1 Day * Actions during training * Internal customers * Post-training actions * Personal action planning * Project Implementation * Self-Assessment * Evaluation of training results Programme Duration : * Exercise 1 Day * Open house discussion Programme Duration : 1 Day Whatever made you successful in the past won’t in the future. 14
  16. 16. If you can’t do it excellently, don’t do it at all. Because if it’s not excellent it won’t be profitable or fun, and if you’re not in business for fun or profit, what the hell are you doing here? Self –Development Self –Development Seven Habits of Highly Successful People Target Population : Target Population : Target Population : Managers, executives at all Line Managers, Managers at all levels levels Supervisors Objectives : Objectives : Objectives : * Understand and know the skills At the end of training the * Highlight/experience of in self-Development participants will be able using the 7 habits * Understand and know the self to – * Give an Overview of the 7 development potential * Understand myth of Habits and Discuss how * Understand and know hurdles in experience participants can become self-development * Understand and more Effective in their * Take charge of “Self” appreciate hindrances in work & Personal Habits Contents : self-development and Time Management * Myth of experience * Understand and Skills. * Skills in self development - appreciate Positive Contents : Technological, Behavioural, Attitude * Rational of why the 7 Information, Managerial skills * Understand and habits * Positive value and goal structure appreciate positive * Overview of the 7 Habits * Self development dimensions – attitude building steps * Examples of Defective knowledge, skills and values * Understand and Habits * Statics and Dynamics of self - appreciate learning * Highlight Some of the development attitude Advantages of Using the 7 * Self evolution model * Understand and Habits Programme Duration : appreciate – ‘ Give more Programme Duration : 1 Day than you get’ Principle 1 Day Contents : * Myth of Experience * Self-development 16
  17. 17. hindrances * Know all complex Importance & Benefits of positive attitude * Recognising people with positive attitude * Negative attitude * Procrastination, Excusitis, * Saddest words * Steps to build positive Attitude * Winning edge * Importance of struggle * Attitudes of winners * Qualities that make a person successful * Reasons for Failure * Attitude for learning * Give more than you get Programme Duration : 1 Day Build momentum by accumulating small successes. Communication Skills Body Language Presentation Skills Target Population : Target Population : Target Population : Managers, executives at all Managers, executives at Managers at all levels levels all levels Objectives : Objectives : Objectives : * Understand the basic process of * Understand the importance * Identify the need to make communication of body language in an effective presentation * Recognise their role in the understanding the * List out key factors process of communication communication responsible for an effective Develop skills of: * Acquire knowledge about presentation * - Overcoming barriers to basics of body language in * List common barriers to Communication communication effective presentation and 17
  18. 18. - Listening Develop skills to read body offer suggestions to - Non-verbal Communication language overcome them - Giving job instructions Contents : * List do’s and don’ts for an - Giving and taking feedback * Acquiring the Skills for effective presentation Contents : reading gestures * Represent organisation / * What is communication * Gesture reading materials department * Communication barriers * Reading persons from his * Make a presentation in * Listening gestures meetings, seminars and * Non-verbal Communication Programme Duration : workshops * Job instructional skills 1 Day Contents : * Feedback – giving & taking * Planning for presentation Programme Duration : * Preparing for presentation 1 Day * Supporting materials * Presentation techniques * Dealing with difficult participants Programme Duration : 1 Day 18
  19. 19. There are really only three types of people: those who make things happen, those who watch things happen, and those who ask, “What happened?” Influencing Networking Dealing With People Relationships Successfully Target Population : Target Population : Target Population : First line executives, Line Managers, First line executives, Supervisors, Jr. Managers, Supervisors, Jr. Managers Middle Level Managers Supervisors Objectives : Objectives : Objectives : * Understand and appreciate that * Understand and appreciate * Understand and appreciate influencing is a vital the importance of building importance of dealing with management skill and maintaining successful people successfully to * Understand and appreciate how relationships in enhancing achieve success to : professional and private * Understand and appreciate - Establish rapport life. process of dealing with - Deal with different Contents : people personalities * The concept of networking Contents : - Handle resistance relationships * Human nature - Get a decision * Learning to network * Talking to people and Contents : relationships making people feel * Planning to influence * Networking relationship important * Influencing styles * Investing * Agree with people * What’s in it for me * Nurturing of relationships * Listening to people * Communicating your message network * Influencing people * Influencing through rapport * Maintaining relationship * Convincing people * Influencing different network * Make up people’s minds personalities * Do’s and Don’ts in Set people’s moods * Handling resistance networking relationships Praising people * Getting a decision Programme Duration : Thanking people Programme Duration : 1 Day Making good impression 19
  20. 20. 1 Day Programme Duration : 1 Day You don’t persuade people. People persuade themselves. Interpersonal Skills Self-Discipline Managing Discipline Target Population : Target Population : Target Population : Managers, executives at all Workers, Operators, First line executives, levels Mechanics etc. Supervisors, Jr. Managers Objectives : Objectives : Objectives : * Understand and appreciate At the end of the * Understand the concept of effective communication programme the participants discipline * Develop listening skills will be able to – * Be aware of the legal * Identify behaviours – passive, * Increase their awareness framework of employee aggressive & assertive and understanding of : discipline that is * Acquire assertiveness skills - Employee Discipline appropriate to their own * Learn how to say no - Task, Group and level. 20
  21. 21. * Resolve and avoid conflicts Individual Needs for * Be capable of following * Handle criticism Discipline the organisational * Collaborate - The process of procedures involved in Contents : maintaining discipline maintaining discipline. * Effective Communication * Develop the ability and * .Be able to explore ways of * Listening skill to : maintaining discipline in * Behaviours – passive, - Take appropriate steps the shop floor work aggressive, assertive To maintain discipline situation * Assertiveness - Identify problems and Contents : * Assertiveness skills formulate solutions to * The concept of discipline * How to say no maintain discipline -Positive and Punitive * Resolving conflicts - Be able to explore ways * The process of inculcation * Avoiding conflicts when you of maintaining discipline and maintenance of can in the shop floor work discipline at work * Collaboration situation * Disciplinary procedure * Exercise - Motivate their colleagues * Responsibilities of first Programme Duration : - Build a cohesive team line executives 1 Day Contents : Programme Duration : * Present business 1 Day environment and organisational requirement to change accordingly * The concept of Discipline * The need for Discipline 21
  22. 22. * Employee rights and Management rights Even if you are * Categories of employee misconduct on the right * Basic standards for track, Discipline The greatest ability * Self-Discipline and its you will importance in business is to get * Do’s and Don’ts for Self- get run over along with others Discipline * The process of inculcation if you and influence their and maintenance of just sit there. discipline at work actions. * .Exercise / Task Programme Duration : 1 Day Business Etiquettes Emotional Intelligence Emotional Intelligence And Manners Target Population : Target Population : Target Population : Managers, executives at all Senior Managers, HODs Middle Level Managers, levels Line Managers and Supervisors Objectives : Objectives : Objectives : After completion of the course * Understand and appreciate * Understand and appreciate the participant will be able to : the practice of using. the practice of using * Understand and appreciate thinking about feeling to thinking about feeling to Difference between social and guide behaviour. guide behaviour business manners * Acquire ability to apply * Acquire ability to apply * Understand and appreciate power and acumen of power and acumen of business etiquettes to be emotions to improve emotions to improve followed in the office/workplace performance of self and performance of self and * Understand and appreciate team team. ground rules for business relationships Contents : Contents : * Understand and appreciate how * What is Emotional 22
  23. 23. to conduct oneself with * What is Emotional Intelligence confidence in office/workplace Intelligence * Assessing Emotional * Assessing Emotional Intelligence Contents : Intelligence * Emotional intelligence and * Difference between social * Emotional intelligence and performance manners and business manners performance * Emotional Intelligence in * What is Business Etiquette * Emotional Intelligence in Teams * Principles of Business Etiquettes Teams * Assessing E.I. in Teams * Rules of Introduction * Assessing E.I. in Teams * Develop E.I. * Handshakes * Develop E.I. * Conversation Programme Duration : * Electronic Communication Programme Duration : 1 Day * Use of Cell Phones, 2 Days * Telephone * Non-verbal Communication * Dress & Image * Appointments & Meetings * Office Protocol * Business Meals * Table manners Programme Duration : 1 Day Friends may come and go, but enemies accumulate. Never answer a letter when you’re angry. Stress Management Managing Conflict Time Management Target Population : Target Population : Target Population : Managers, executives at all Line Managers, HODs, Managers, levels Supervisors Sr. Managers 23
  24. 24. Objectives : Objectives : Objectives : At the end of the training At the end of the * Provide an understanding programme, the participant will programme the participants about the Time be : will : Management concepts * Able to understand and * Understand and appreciate * To understand the appreciate stress and its effects importance of conflict Organisational and self on individual, company and management dimensions of Time society * Self-assess interpersonal Management * Able to identify negative stress and organisational conflicts * To develop skills in responses and understand one’s style managing time effectively * Able to understand optimum of handling them. Contents : stress * Be able to resolve conflicts * Basic concepts in Time * Able to understand and * Develop Action Plan to Management appreciate Stress management resolve interpersonal and * Identifying time wasters strategies organisational conflicts. * Delegation * Develop Action Plan for stress Contents : * Managing Time in management * Determining the current Meetings Contents : level of conflict level in * Techniques of Time * What is Stress? work life (self-assessment) analysis * Effects of stress on individuals, * Determining my conflict * Organisational issue in company and society style (self assessment) Effective Time * Optimum Stress * Resolving a conflict with Management * Negative stress responses one other person * Distinguishing Important * Symptoms of stress * Resolving a group conflict. from urgent * Causes of Stress * Supervisor’s role in * Methodology for * Stress management strategies resolving employee conflict identifying life goal, * How to reduce stress * The art of disciplining purpose of job and areas of * Managing stress better employees (for supervisors) improvement * Action plan for stress The role of HR in conflict Programme Duration : management resolution 1 Day Programme Duration : * Listing of informal and 1 Day formal conflict resolution processes * Developing Conflict 24
  25. 25. Management Plan for Stress is an ignorant interpersonal and “Tomorrow” state. It believes that organisational conflicts. is often everything is an Programme Duration : the busiest time emergency. 1 Day of the year. The art of being wise is the art of knowing what to overlook. Productivity Productivity Cultivating Culture of Improvement Improvement Customer Satisfaction Target Population : Target Population : Target Population : Workers First line executives, Sr. Managers, HODs Supervisors, Jr. Managers Objectives : Objectives : Objectives : By the end of programme, * Understand and appreciate need * the participants will : * Realise the requirement of for productivity improvement need for productivity fundamental shift in way of * Understand concept of improvement thinking and work productivity * Understand concept of organisation * Appreciate and understand need productivity * Realise the need for shift in to demolish thinking boundaries * Appreciate and understand thinking to be across the * Draw an action plan for need to demolish thinking organisation productivity improvement boundaries * Understand that Customer * Draw an action plan for is the reason for existence Contents : productivity improvement of all business. * Concept of productivity * Understand the need for * Demolishing Thinking Contents : cultivating the desired boundaries * Concept of productivity culture in the Organisation * Steps for achieving productivity * Demolishing Thinking * Understand the concept of improvement boundaries culture and process of * Japanese approach to * Steps for achieving cultivating culture productivity productivity improvement * Identify the core values * Japanese approach to required for cultivating 25
  26. 26. Programme Duration : productivity desired culture 1 Day * Finalise norms of Programme Duration : behaviour 1 Day * Understand the leadership role for cultivating culture of customer satisfaction Contents : * Context of change * Change management process and inter-relation between vision, goals, Outstanding leaders strategies, systems and go out of their way to boost structures the self-esteem of their personnel. * Role of organisation culture If people believe in themselves, in change management it's amazing process and the factors what they can accomplish. affecting the organisation culture * Defining core values * Defining norms of behaviour against each core value * Leadership role and how any position is leadership position The future will be better tomorrow. Programme Duration : 1 Day Effective Public Speaking Striving For Excellence Customer Service Target Population : Target Population : Target Population : Project Managers, Marketing Managers, executives at Managers, executives at all Managers, Trainers, Staff all levels levels supervisors, Technical people – Managers in all positions, Objectives : Objectives : Youth and General Public. * Understand and know the To ensure a common base aspects of excellence level of competence in Objectives : * Understand and know the customer service skills – 26
  27. 27. At the end of the Formula for excellence * Listening programme the participant * Understand and know * Communication will : Requirements for striving * Handling complaints * Be able to stand up and speak, for excellence constructively when called upon to speak * Self-awareness and * Encourage constructive * Not become self- conscious defining level of excellence problem solving through and frightened one wants to attain prompt personal action * Be able to think clearly, * Working on Self- * Customer service manners concentrate and remember what Actualisation model and etiquettes he intended to say * Gain self-confidence, poise and Contents : Contents : the ability to think on his feet * What is excellence to you? * Why Customer Service * Get his thoughts together in * The formula for excellence matters logical order and will be able to * Pay the price * What’s different about talk clearly and convincingly * Values good service before a business or social group * Integrity * Performance Standards * Focus * Turn complaints into Contents : * Friendly Place opportunities * Need for effective public * Discipline * Listening to customers speaking * Action * Assertiveness and good * Key factors for effective public * Leadership service speaking * Trust * Effective customer * Common barriers to effective * Do the right things right communications public speaking and how to * Self Awareness * Internal customers overcome them * Self-Actualisation model * Personal action planning * Body language * Self-Assessment * Do’s and Don’ts of effective Programme Duration : public speaking 1 Day Programme Duration : * Planning for a speech 1 Day * Preparing the speech * Organising supporting materials * Public speaking techniques * Handling questions, participants/audience Programme Duration : 1 Day Do what you can, with what you have, where you are. You can’t build a reputation on what you are going to do. TECHNICAL SKILLS 27
  29. 29. In the field of observation, chance favors only the prepared mind. Process for Business Internal Customer Coordination Skills Growth Satisfaction and Microplanning Target Population : Target Population : Target Population : Sr. Managers, HODs, HODs, Managers, Line Managers, Top Executives Sr. Managers, Supervisors Top Executives Objectives : Objectives : Objectives : * Appreciate initiatives for market * Understand and appreciate * Understand and appreciate driven organisation the ICS concept importance of coordination * Appreciate market development * Understand and appreciate * Get insight into information and product development routes that ICS model is needs and mechanism of * Processes for change – Planning appropriate tool to build coordination skills Process & Product Development capabilities in the * Use of different basis for Process organisation. coordination * Understand and appreciate * Understand one’s role in Contents : the need for every segment coordination * Planning process for growth of the organisation to * Develop skills in * Devising Schedule for planning reorient itself to the needs coordination activities process of customer – internal and * Product Development process external Contents : * Implementation of planning and * Understand and appreciate * What is Coordination? product development process for need for removal of internal * Coordination costs business growth weakness * Coordination ability * Information needs and Programme Duration : Contents : coordination mechanisms 1 Day * Market orientation * Coordination by * Internal customer standardisation satisfaction * Coordination by plan 29
  30. 30. * Implementation capabilities * Coordination by mutual * Steps in ICS adjustment I am convinced that * Microplanning * Interorganisational if the rate of change * Resource planning Coordination inside an * Prerequisites and role of * Coordination Roles organization hierarchy * Coordination Requirements is less than the rate * Coordination Activities Programme Duration : of change outside, 1 Day Programme Duration : the end is in sight. 1 Day Complexity is not to be admired. It is to be avoided. Microplanning Marketing Management Sales Excellence Target Population : Target Population : Target Population : HODs, Managers, Marketing executives/ Sales Executives/ Managers Sr. Managers, Top Executives Managers at all levels Objectives : Objectives : Objectives : * Understand the need to plan * Understand and appreciate * Carry out preparatory work effectively in order to optimize the importance of for sales meeting operational performance and marketing on the * Create right impression at increase managerial performance of the start of the meeting effectiveness organisation * Discover customer needs * Appreciate the importance of * Understanding and and have right answers for defining the objective accurately appreciating the right the same * Be more aware of the resources approach to marketing * Make the customer 30
  31. 31. that are available to them * Understanding and understand the proposal and * Understand the difference appreciating techniques and let him feel it attractive and between symptoms and root tools involved in marketing credible causes when problem solving process * Handle objections * Understand planning successfully so as to satisfy terminology and be aware of the Contents : the customer aids that are available to them * What is marketing? * Close the meeting * Apply a systematic approach to * Researching your successfully Microplanning customers * Conduct follow up * Develop the skills to prepare a * Market research methods activities after the meeting detailed microplan * Developing a marketing * Be able to associate their own strategy Contents : priorities with the priorities of * Understanding the * Preparation for sales the organisation marketing mix meeting * Marketing planning * Techniques of maximizing Contents : * Tactics in marketing effectiveness of sales * Defining planning * Being market-led in meetings * Practical Microplanning task practice - Right initial impression * Objective setting - Discovering customer * Problem systems and root Programme Duration : needs causes 1 Day - Making what you say * Asking the right questions understand , attractive * Planning aids and credible * Network planning - Handling objections * Information systems - Closing successfully * Final Microplanning task * Follow up activities * Task/exercises Programme Duration : 1 Day Programme Duration : 1 Day What we are trying to do in marketing is not to change minds, but to take advantage of the perceptions that are already there. 31
  32. 32. Performance Appraisal Cost Control and Waste Elimination System Reduction Target Population : Target Population : Target Population : Managers at all levels First line executives, First line executives, Supervisors, Supervisors, Jr. Managers, HODs Jr. Managers Objectives : Objectives : Objectives : * Bring about conceptual clarity * Understand and appreciate * Understand and appreciate on Key Performance Areas and the concept of cost, cost the need for waste Tasks/Target setting control and cost reduction elimination * Relevance of tasks/targets * Develop skills to analyse * Understand and appreciate setting in the performance critical areas for cost waste minimization appraisal process control and cost reductions techniques and steps and * Provide guidelines for how to use them identification of KPAs and Contents : task/target setting * Concept of cost, types of Contents : * Develop a continuous clarity of costs * Role of waste elimination roles and expectations by * Man-hour and machine- in profit maximisation initiating a sense of performance hour costing * What is Value Addition & planning * Need for costing, what is waste? * Performance Assessment * Make or buy decisions * Types of wastes and their * Performance Review and * Cost control, Variances, impacts Planning * Remedial actions for cost * Steps for process waste control identification Contents : * Standard costing and * Identifying causes of * Appraisal Process budgetary control wastes * Key Performance Areas and * Inventory control, ABC * Waste minimization Tasks/Targets analysis, Inventory levels techniques * Self-Appraisal and economic order * Steps in waste * Performance factors quantity minimization * Potential factors * Cost reduction, Critical * Exercise on waste * Performance review and areas for cost reduction, minimisation planning * B.E. analysis * Performance Assessment * MIS for cost control and Programme Duration : 32
  33. 33. * Development needs and plan cost reduction 1 Day * Thrust Areas * Exercises Programme Duration : 1 Day Programme Duration : 1 Day “Feedback” is a business term which refers to the joy of criticizing other people’s work. Waste Elimination Training Programme Training Needs for Assessment and Getting Training Managers Planned Results from Training and Trainees Target Population : Target Population : Target Population : Workers, Operators Training Managers Controlling Officers, Sr. Managers and HODs Objectives : Objectives : Objectives : * Understand and appreciate the * Understand how people * Understand terms such as need for waste elimination learn most effectively job title, job profile, * Understand and appreciate waste * Decide what they need to required technical minimization techniques and learn competence, Managerial steps and how to use them * Facilitate the learning skills, priority codes etc. process. * Understand the format and Contents : This will be achieved by will be able to fill it up * Role of waste elimination in focusing on the following * Understand their role in profit maximisation key areas : implementing the system * What is Value Addition & * Understanding and * Understand the system in what is waste? * clarifying the training totality and how it is useful 33
  34. 34. * Types of wastes and their objectives in identification of impacts * Learning how to use a training needs of executives * Steps for process waste variety of training methods, * Develop a system for identification and selecting the most getting results from training * Identifying causes of wastes appropriate method * Waste minimization techniques * Leading sessions within a Contents : * Steps in waste minimization programme * Drawbacks of the present * Exercise on waste minimization system Contents : * Concepts, terms and Programme Duration : * Learning objectives and formats 1 Day * learning styles * Role of participants in * Learning methods dissemination of concept * Session planning, and operation of system * preparation of learning * Pre-training actions materials * Actions during training * Running a session * Post-training actions * Structured exercises on * Project Implementation making presentation and * Evaluation of training leading sessions results * Exercise and open house Programme Duration : discussion 1 Day Programme Duration : 1 Day In a hierarchy, every employee tends to rise to his level of incompetence. Conducting Successful Standard Operating Interviews Practice Target Population : Target Population : Sr. Managers, HODs, Line Managers, Supervisors, Experienced Workers / Operators / 34
  35. 35. Mechanics Objectives : Objectives : Understand and appreciate At the end of the importance of selecting right programme the participants candidate as it has long term will : implications on organisational Understand and appreciate performance the importance and Understand and appreciate advantages of following interview preparation w.r.t. job and spreading SOP position & required skills Be able to prepare SOP for Acquire listening and equipments / machines at interpreting body language skills shop floor for interview Conduct interview and select Contents : right candidate Concept and definition of SOP Contents : Standard values Questioning techniques SOP procedure Listening Contents of SOP Interpreting body language Preparation and Interview preparation implementation of SOP/ Interview structure SMP Follow up actions Programme Duration : Programme Duration : 1 Day 1 Day 35
  36. 36. Learn the phrase: “I don’t know but I’ll find out.” No one expects you to know everything. Don’t pretend that you do. SPECIFIC TECHNICAL SKILLS TRAINING PROGRAMME DETAILS TARGET POPULATION OBJECTIVES CONTENTS PROGRAMME DURATION 36
  37. 37. You must have long-range goals to keep from being frustrated by short-term failures. Business Balanced Benchmarking TQM Scorecard Target Population : Target Population : Target Population : HODs, Managers, HODs, Managers, Sr. Managers, Sr. Managers, Top Executives Sr. Managers, HODs, Top Executives Top Executives Objectives : Objectives : Objectives : * Understand and appreciate the * Challenge internal Understand and appreciate – concept of Business Balanced paradigms and understand * Quality and TQM Scorecard. opportunities and methods * Importance of TQM * Understand and appreciate for improvements * - Link between quality and organisational implications. * Identifying strengths & profit and ways to * Be able to draw Balanced learning from leadership measure performance, Scorecard for the organisation experience of others productivity, cost and * Prioritising & allocating quality Contents : resources to set realistic, * - Steps involved in * The Balanced Scorecard -- A aggressive goals implementation of TQM new approach to performance * Learning from the best. * - Why benchmark and 37
  38. 38. management (coordination) steps involved in * Key elements of the Balanced Contents : benchmarking Scorecard * What is benchmarking? * - Management of * Developing the Balanced * Why benchmark? performance, what is to Scorecard * Types of benchmarking be measured and types * Cascading the Balanced * What to benchmark? of measures Scorecard * How to benchmark? * - Quality systems and past * Phases of benchmarking. lessons Programme Duration : * Critical success factors of 1 Day benchmarking Contents : * Benchmarking barriers and * What is Quality? overcoming them * Evolution of Quality * Benchmarking tools * TQM and Employee * Adapting improvements involvement * TQM tools Programme Duration : * Cost of quality, 1 Day * Quality Indices * Quality and Productivity * Role of top management in TQM * Implementing TQM * Quality awards & Certifications * Past lessons Programme Duration : 1 Day The trouble with doing something right the first time is that nobody appreciates how difficult it was. Standard Operating JIT TPM Practice Target Population : Target Population : Target Population : Line Managers, Supervisors, Managers at all levels, Engineers and Managers at all 38
  39. 39. Experienced Workers / HODs, Top Executives levels Operators / Mechanics Objectives : Objectives : Objectives : At the end of the programme * Understand and appreciate Understand and appreciate : the participants will : Elements of JIT * Importance and benefits of * Understand and appreciate the * JIT implementation TPM importance and advantages of * Benefits of JIT * Implementation steps following and spreading SOP * Process of implementing TPM * Be able to prepare SOP for Contents : equipments / machines at * What is JIT? Contents : shop floor * Basic elements of JIT * What is TPM? * Types of wastes * Role of TPM in Lean Systems Contents : * Flexible resources * TPM principles * Concept and definition of * Kanban * Losses reduced by TPM SOP * Inventory * Seven steps of TPM * Standard values * SMED principles * Proceeding with TPM * SOP procedure * Benefits of JIT * Operator Maintenance * Contents of SOP * JIT implementation Partnership * Preparation and * TPM tag system and process implementation of SOP/ SMP Programme Duration : * Professional Maintenance 1 Day Programme Duration : Programme Duration : 1 Day 1 Day 39
  40. 40. I cannot give you the formula for success, but I can give you the formula for failure–which is, “Try to please everybody.” Overall Equipment 5S Kaizen Effectiveness (OEE) Target Population : Target Population : Target Population : Sr. Managers, HODs Sr. Managers, Sr. Managers, HODs, Top Executives HODs, Top Executives Objectives : Objectives : Objectives : * Understand and appreciate * Improve housekeeping * Understand and appreciate the importance of using OEE * Make every individual Kaizen challenge and role of * Be able to calculate OEE responsible for Kaizen in TQM * Be able to find bottlenecks in housekeeping * Understand the concept and production which one is not * Beautify by simple means process of Kaizen aware of * Productivity improvement * Understand and appreciate the * Be able to identify machine(s) by saving time, space etc. practice of Kaizen dragging down entire facility * Understand and appreciate the * Be able to calculate and use Contents : Kaizen Management excess capacity that could be * Seiri - Sorting easily and inexpensively * Seiton - Systematic Contents : tapped. arrangement * Kaizen concept and TQM * Seiso- Shine, Cleaning * Kaizen by TQM Contents : * Inspection while cleaning * Kaizen – the practice * Introduction * Seiketsu – Standardization * Kaizen Management * The Six Big Losses * Shitsuke - Self Discipline * Kaizen approach to problem * Overall equipment solving 40
  41. 41. effectiveness and the TPM Programme Duration : * Challenging the corporate vision 1 Day culture * Overall Equipment * Kaizen problem solving tools Effectiveness Metric * The elements of OEE Programme Duration : * Goal and Benefits of OEE 1 Day Measurement * OEE worksheet * Visual OEE Programme Duration : 1 Day Manage by principle, not procedure. Make a customer, not a sale. Failure Mode and Effects V.A. /Value Engineering Quality Function Analysis (FMEA) Deployment (QFD) Target Population : Target Population : Target Population : Managers and engineers at all Sr. Managers, Managers at all levels levels HODs, Top Executives Objectives : Objectives : Objectives : * Understand and appreciate * Understand and appreciate * Understand and appreciate: importance of FMEA the concept of value and - Importance of efficiently * Develop skills to use FMEA value addition delivering value to 41
  42. 42. * Understand and appreciate customers through Contents : the process of value analysis Listening ”Voice” of * Origin of FMEA and value addition customers throughout * Different types of FMEA * Acquire skills to use product and service * FMEA’s link with VA/VE development process Continuous Improvement - Tools and Techniques of * Process FMEA Contents : QFD * FMEA Worksheet * Concept of Value and value * Be able to translate customer * Why use FMEA addition needs into language of * When to use FMEA * Different phases of VA / organisation * Potential applications of VE * Be able to build “House of FMEA - Selection Quality” * Steps on completing FMEA - Information - Creativity Contents : Programme Duration : - Analysis * Traditional quality systems 1 Day - Development * Types of requirements - Pres4entation * Coherent planning and - Implementation development - Verification * What is QFD * Checklist * Tools of QFD * Developing QFD Programme Duration : - Voice of customer 1 Day Deployment - Quality Deployment - Customer Satisfaction Story - Task Deployment * Common QFD pitfalls * Exercises Programme Duration : 1 Day 42
  43. 43. Fix requirement errors early. To fix later, they will cost: * 500% more at design stage * 1,000% more at coding * 2,000% more at unit test * 20,000% more at delivery SAFETY HEALTH & ENVIRONMENT TRAINING PROGRAMME DETAILS TARGET POPULATION OBJECTIVES CONTENTS PROGRAMME DURATION 43
  44. 44. Man's mind once stretched by a new idea, never regains its original dimension. Continuous Safety Supervising for Safety Safety Management Plan Improvement Target Population : Target Population : Target Population : Safety Managers, First line executives, Sr. Managers, HODs, Managers at all levels Supervisors, Jr. Managers Top Executives Objectives : Objectives : Objectives : * Understand the basics of a At the end of the programme * Learn and understand safety management system. the participants will be : principles and management * Identify the seven core * Familiar with the origins of of safety elements of an effective Total Quality Management * How to identify and address safety and health program. movement and W. E. unsafe behaviour * Describe the key processes Deming’s contributions * Be able to make safety a in each program element * Able to apply Deming’s 14 part of the company culture. points to workplace safety See how safety can be a Contents : living breathing programme * Safety & Health Contents : Management System * Deming's key points Contents : * Seven Elements * Management Systems: * Principles of safety * Top Management * Safety & Health Management management Commitment System * Management of safety - Time, Money, Concern * Variation * Accountability and - Getting Top Management * Applying Deming’s 14 Points responsibility Commitment to Safety * Analysing work area * Accident costs – Direct & * Deming/Shewhart Cycle * Unsafe behaviour, acts, Indirect * Key Paradigms of Continuous conditions - Proactive Vs. Reactive 44