Productive Training and Education Consultants (PTEC), an Indian training company, was facing issues like deteriorating standards, client complaints, low trainer motivation and high turnover. They held a three-day retreat for trainers to address these problems. Trainers felt more consulted and networking improved perceptions. A knowledge management system was introduced focusing on trust, communication, learning and sharing to create a virtuous cycle. This led to increased motivation, recognition for skills development and a turnaround for PTEC.

1. Productive Training and Education Consultants To develop skills/motivation/teamwork among employees

2. Productive Training and Education Consultants

3. Company Background Indian Training Company Management and staff training through effective use of information management and information technology tools 40 Trainers and administrators Head Office New Delhi, 1996 Franchisees in Mumbai, Bangalore, Pune, Chennai and Hyderabad Director of Training, Mr Nikhil Kumar

4. Problems, Challenges, Issues Fast growing through franchising knowledge and skills Deterioration of the high standards of knowledge and delivery Increasing client complaints Motivation of trainers, especially franchisees Low morale & enthusiasm, ‘What’s in it for me?’ Increasing loss of trainers to competitors and self startups Decreasing quality and high staff turnover!

5. What they did First trainers retreat for 3 days in Goa Change environment, reflect and think differently Explore issues of quality, personal motivation and high staff turnover Try to build a cooperative team vs competitive teams

6. The Managing Director Mr Varsheydeva supportive Concern about his strong opinion and of ‘telling what to do’ rather than listen to ideas and feedback Concern trainers would be reluctant to frankly share their views

7. The terms of the retreat MD to open the retreat to express support A neutral facilitator for the retreat MD to attend the final two hours of day 3 Facilitator to summarize and report group results

8. Trainers retreat Day 1 Very good start, people felt consulted, informed, excited, relaxed, less stress People able to network Perceptions of the organization changed People acknowledged MD’s core programmes but agreed that new updated course content was now needed, and faster

9. Trainers retreat Day 2 A complete surprise! Franchisees complaints, inferior, not recognised by HO as in-company trainers Best sales leads kept internally Open facilitation Noticeable division between in-company and franchise trainers

10. Urgent review meeting Explosion of pent-up feelings Deeper communications Turning point for PTEC? Mr Kumar ‘What can we do?’ Consultant: Root cause is lack of open communications need to build trust, collaborate and share knowledge Develop better products and services Reward and recognise people How can this happen?

11. Trainer retreat day 3 System to develop your knowledge and ideas faster than your competitors Based on 4 key elements/terms Trust Communicate Learn and share knowledge Apply knowledge Based on a ‘Virtuous Circle’

12. Building trust and knowledge sharing

13. Fear vs Trust Protective of ideas & knowledge Open and sharing ideas & knowledge No Loyalty High Loyalty Short Term & impatient Long Term & patient Disrespect & political Respect & supportive Individual & isolated Inter-connected by networks & teams Independent Inter-dependent Non communicative Open, frequent communications - and 'one way' - and 'two way‘ feedback Uninformed Informed Feel no responsibility Feel responsible Disempowered Empowered Scarcity mentality Abundance mentality

14. KM Principles - Trust Trust

15. "Trust is the lifeblood of an organization and is the highest form of human motivation. People work together most effectively when they trust each other" Stephen Covey 'The Seven Habits of Highly Effective People'

16. KM Principles - Communicate Trust Communicate

17. "Open Communications increases confidence, builds Trust, and naturally leads to a desire to co-operate and collaborate" Communication - the exchange of information Collaboration - creating synergy, shared understanding and innovating together

18. KM Principles - Learn Trust Communicate Learn

19. "Rapid Learning increases competence, builds greater Trust, and naturally leads to a desire to share"

20. KM Principles – Share Knowledge Communicate Learn Share Knowledge Trust

21. KM Virtuous Circle Communicate Learn Share Trust

22. PTEC Competency Development Level 1 – Aware of competencies only Level 2 - Understands the competence Level 3 - Can perform but not consistent Level 4 - Competent Level 5 - Can develop products and teach others

23. PTEC Competency Development Personal Competency System Review competencies every 6 months Distribute Directory every 6 months Rewards and recognition linked to levels Team Competency system Following personal competency system Annual Trainers Excellence Award

24. Effect on PTEC Unanimous applause Increased motivation Individual rewards and recognition (HO & Fr) Able to teach others Able to develop new course material Team rewards and recognition Team wished to present to Managing Director Three people from HO, in-company, franchise Sense a major turning point for PTEC A new way of learning and knowledge working, together as one

25. Epilogue – One Year Later Second three day Trainer retreat Nominations for ‘Excellence Award’ No longer tense competition, or difference in-company trainer or franchise Less politics, focus on competence development Fair, objective MD and Director of Training respected mentors and coaches From autocracy to meritocracy People rejoining PTEC

26. Why it worked (KSF’s) External consultant could be more objective External consultant knew the problem and knew a proven successful solution The new system directly rewards and recognises people for learning and better managing their knowledge better So much for my personal development & growth Low financial investment and risk, high benefits

27. Risk Factors The periodic assessment of competencies must be based on ‘objective’ measurement criteria that everyone understands, and not subjective People need to appreciate ‘lifelong learning’

28. “ Our success depends on how well we exploit our most valuable assets: our knowledge, skills and creativity. These are key to designing high-value goods and services and advanced business practices. They are at the heart of a modern, knowledge driven economy.”

29. KM is for everyone