Download - Hrdc Training Programme Details Booklet
TARGET POPULATIONOBJECTIVESCONTENTS
PROGRAMME DURATION
HRD CENTRE,Nashik
TRAINING PROGRAMME
DETAILS
‘What if I train my people and they leave?’
‘What if you don’t train them and they (incompetent staff) stay?!!!’
2
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
INDEX
PROGRAMMECATEGORY
TRAINING PROGRAMME TOPICPAGE
NO.
Managerial Skills Managing and Accelerating Change 6Performance Management 6Internal Customer Satisfaction and Microplanning
6
Cultivating Culture of Customer Satisfaction 7Action Leadership 7Framework of Leadership 7Team Building and Teamwork 8Motivating Subordinates 8Coordination Skills 8Problem Solving 9Decision Making and Decision Analysis 9Planning and Time Management 9Negotiation Skills 10Business Communication Skills - Written 10Report Writing Skills 10Customer Service 11Training Needs Assessment 11Training Needs Assessment And Getting Planned Results From Training And Trainees
11
Behavioural Skills Self-Development 13Self-Development 13Seven Habits of Highly Successful People 13Communication Skills 14Body Language 14Presentation Skills 14Influencing 15Networking Relationships 15Dealing With People Successfully 15Interpersonal Skills 16Self-Discipline 16Managing Discipline 16Business Etiquettes and Manners 17Emotional Intelligence 17Emotional Intelligence 17Stress Management 18Managing Conflict 18
4
Time Management 18Productivity Improvement 19Productivity Improvement 19
PROGRAMMECATEGORY
TRAINING PROGRAMME TOPICPAGE
NO.
Behavioural Skills (contd.) Cultivating Culture Of Customer Satisfaction 19Effective Public Speaking 20Striving For Excellence 20Customer Service 20
Technical Skills Process For Business Growth 22Internal Customer Satisfaction and Microplanning
22
Coordination Skills 22Microplanning 23Marketing Management 23Sales Excellence 23Performance Appraisal System 24Cost Control and Cost Reduction 24Waste Elimination 24Waste Elimination 25Training Programme for Training Managers 25Training Needs Assessment And Getting Planned Results From Training And Trainees
25
Conducting Successful Interviews 26Standard Operating Practice 26
Specific Technical Skills Business Balanced Scorecard 28Benchmarking 28TQM 28Standard Operating Practice 29JIT 29TPM 29OEE 305 S 30Kaizen 30FMEA 31VA/VE 31QFD 31
Safety, Health And Continuous Safety Improvement 33Environment Supervising For Safety 33
Safety Management Plan 33Hazard Identification And Control 34Design For Environment 34Green Productivity 34
5
MANAGERIALS SKILLS
TRAINING PROGRAMME DETAILS
TARGET POPULATIONOBJECTIVESCONTENTS
PROGRAMME DURATION
The best executive is one who has sense enough to pick
6
good people to do what he wants done, and a self-restraint enough to keep from meddling with them while they do it.
Managing And
Accelerating Change
Performance Management
Internal Customer Satisfaction and Microplanning
Target Population : Target Population : Target Population :
Sr. Managers, HODs, Sr. Managers, HODs, HODs , Sr ManagersManagers
Objectives : Objectives : Objectives :
* Understand and appreciate * Understand and appreciate * Understand and appreciatechallenges and their implications the importance of enabling the ICS conceptin present environment individuals, teams and * Understand and appreciate
* Understand and appreciate the organisations to excel that ICS model isstrategies for managing change * The need to close the gap appropriate tool to build
* Understand and appreciate the between what managers do capabilities in thekey 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 segmentContents : 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 weaknesscompetence building, discipline * Leading for performanceetc. * Performance management Contents :
* Product – Product-mix, Quality, skills * Market orientationCost, Delivery, Customer * Performance management * Internal customerRelations, 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 ofProgramme Duration : 1 Day hierarchy
½ DayProgramme Duration :
1 Day
The way to get things done is
7
not to mind who gets the credit of doing them.
Cultivating Culture of Customer Satisfaction
Action Leadership
Framework of Leadership
Target Population : Target Population : Target Population :
Sr. Managers, HODs, HODs, Managers, Line Managers & Sr. Managers, SupervisorsTop 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 importancefundamental shift in way of * Be aware of the skills in of the people as resourcethinking and work organisation building and maintaining a * Acknowledge the
* Realise the need for shift in winning team responsibility with respectthinking 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 andreason for existence of all * Be able to develop realistic developing individualsbusiness. action plans * Be able to identify the
* Understand the need for important actions that needcultivating the desired culture in Contents : to be undertaken by athe Organisation * Challenges and skills of leader in order to be
* Understand the concept of leadership effectiveculture and process of * Actions of a leadercultivating culture * Framework of a leadership Contents :
* Identify the core values required * The effects of leadership * Challenges in leadershipfor 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 tocustomer 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 Dayvision, goals, strategies, systemsand structures
* Role of organisation culture inchange management process andthe factors affecting theorganisation culture
* Defining core values* Defining norms of behaviour
against each core value Leadership is * Leadership role and how anyposition is leadership position
8
creating a worldto which others want to belong
Programme Duration :
1 Day
Team Building & Teamwork
Motivating Subordinates Coordination 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 appreciatebuild an effective team motivated importance of coordination
* 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 forimproving 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 costshis group members * Motivating subordinates – * Coordination ability
Practical steps * Information needs andProgramme Duration : coordination mechanisms
1 Day Programme Duration : * Coordination by1 Day standardisation
* Coordination by plan* Coordination by mutual
adjustment* Interorganisational
Coordination* Coordination Roles* Coordination Requirements
“Coming together is a beginning…..Keeping together is progress….Working together is a success……”
* Coordination Activities
Programme Duration :1 Day
You can have brilliant ideas but if you can’t get them
9
across, your ideas won’t get you anywhere.
TEAM = Together Each Achieves More
Problem Solving Decision Making and Decision Analysis
Planning &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
* 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 resourcecreative 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 - Prioritisingstyle decisions - Focusing on essentials
- Recognising the benefitsContents : 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 Planningand decision making * Decision Tree * Importance of time as a
* Identification of individual * Drawing and evaluating managerial resourceProblem Solving approach : decision tree. * Key components ofCreative 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 DayProgramme Duration :
1 Day
The nicest thing about not planning is thatfailure comes as a complete surprise and
is not preceded by a period of worry and depression.
10
The best decision is the right decision.The next best decision is the wrong decision.
The worst decision is no decision.Negotiation Skills Business
Communication Skills - Written
Report Writing Skills
Target Population : Target Population : Target Population :
Sr. Managers, HODs, Marketing Managers at all levels Managers at all levelsExecutives,
Objectives : Objectives : Objectives :
* Understand and appreciate need * Write reports well * Understand and 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 reportContents : 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
effectivenegotiation * 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 readersthe negotiation * Writing with good - Defining objectives and
* Checklist, do’s and don’ts presentations – charts, strategymaps, statistics etc. - Structure planning
Programme Duration : * Marketing communications * Exercises1 Day * Checking the writing
* Exercises Programme Duration :1 Day
Programme Duration :1 Day
11
To do great and important tasks, two things are necessary:
a plan and not quite enough time. Customer Service Training Needs
AssessmentTraining Needs 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, 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
resultsProgramme Duration : * Exercise
12
1 Day * Open house discussion
Programme Duration :1 Day
Whatever made you successful in the past won’t in the future.
BEHAVIOURAL SKILLS
TRAINING PROGRAMME DETAILS
TARGET POPULATIONOBJECTIVESCONTENTS
PROGRAMME DURATION
13
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 levelslevels 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 HabitsProgramme Duration : appreciate – ‘ Give more Programme Duration :
1 Day than you get’ Principle 1 DayContents :* Myth of Experience* Self-development
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
14
* Qualities that make a person successful
* Reasons for Failure* Attitude for learning* Give more than you getProgramme 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 levelslevels 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 - 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
participantsProgramme Duration :
1 Day
15
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 Relationships
Dealing With People Successfully
Target Population : Target Population : Target Population :
First line executives, Line Managers, First line executives, Supervisors, Jr. Managers, Supervisors, Jr. ManagersMiddle Level Managers Supervisors
Objectives : Objectives : Objectives :
* Understand and appreciate that * Understand and appreciate * Understand and appreciateinfluencing is a vital the importance of building importance of dealing withmanagement skill and maintaining successful people successfully to
* Understand and appreciate how relationships in enhancing achieve successto : 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 peopleProgramme Duration : 1 Day Making good impression
1 Day Programme Duration :1 Day
16
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.* 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 firstProgramme Duration : - Build a cohesive team line executives
1 Day Contents : Programme Duration :* Present business 1 Day
environment andorganisational requirementto change accordingly
* The concept of Discipline* The need for Discipline* Employee rights and Even if you are
on the right Management rights* Categories of employee
17
track, you will
get run overif you
just sit there.
misconduct
The greatest ability in business is to get along with others and influence their actions.
* Basic standards forDiscipline
* Self-Discipline and itsimportance
* Do’s and Don’ts for Self-Discipline
* The process of inculcation
and maintenance ofdiscipline at work
* .Exercise / TaskProgramme Duration :
1 DayBusiness Etiquettes
And MannersEmotional Intelligence Emotional Intelligence
Target Population : Target Population : Target Population :
Managers, executives at all Senior Managers, HODs Middle Level Managers, levels Line Managers and
SupervisorsObjectives : Objectives : Objectives :
After completion of the course * Understand and appreciate * Understand and appreciatethe participant will be able to : the practice of using. the practice of using
* Understand and appreciate thinking about feeling to thinking about feeling toDifference between social and guide behaviour. guide behaviourbusiness manners * Acquire ability to apply * Acquire ability to apply
* Understand and appreciate power and acumen of power and acumen ofbusiness etiquettes to be emotions to improve emotions to improvefollowed in the office/workplace performance of self and performance of self and
* Understand and appreciate team team.ground rules for businessrelationships Contents : Contents :
* Understand and appreciate how * What is EmotionalWhat is Emotionalto conduct oneself with * What is Emotional What is Emotional IntelligenceIntelligenceconfidence in office/workplace IntelligenceIntelligence * Assessing EmotionalAssessing Emotional
* Assessing EmotionalAssessing Emotional IntelligenceIntelligenceContents : IntelligenceIntelligence * Emotional intelligence andEmotional intelligence and* Difference between social * Emotional intelligence andEmotional intelligence and performance performance
manners and business manners performance performance * Emotional Intelligence inEmotional Intelligence in* What is Business Etiquette * Emotional Intelligence inEmotional Intelligence in TeamsTeams* Principles of Business Etiquettes TeamsTeams * Assessing E.I. in TeamsAssessing E.I. in Teams* Rules of Introduction * Assessing E.I. in TeamsAssessing E.I. in Teams * Develop E.I.Develop E.I.* Handshakes * Develop E.I.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
18
* 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
Objectives : Objectives : Objectives :
At the end of the training At the end of the * Provide an understandingprogramme, the participant will programme the participants about the Timebe : will : Management concepts
* Able to understand and * Understand and appreciate * To understand theappreciate stress and its effects importance of conflict Organisational and selfon 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 wastersstrategies organisational conflicts. * Delegation
* Develop Action Plan for stress Contents : * Managing Time inmanagement * 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 DayProgramme Duration : * Listing of informal and
1 Day formal conflict resolutionprocesses
19
* Developing Conflict
Stress is an ignorant state. It believes that everything is an emergency.
Management Plan for “Tomorrow”is often
the busiest timeof the year.
interpersonal andorganisational conflicts.
Programme Duration :1 Day
The art of being wise is the art of knowing
what to overlook.
Productivity Improvement
Productivity Improvement
Cultivating Culture of Customer Satisfaction
Target Population : Target Population : Target Population :
Workers First line executives, Sr. Managers, HODsSupervisors, 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
Programme Duration : productivity desired culture1 Day * Finalise norms of
Programme Duration : behaviour1 Day * Understand the leadership
role for cultivating cultureof customer satisfaction
Contents :* Context of change* Change management
process and inter-relation
Outstanding leaders between vision, goals,strategies, systems and
20
go out of their way to boostthe self-esteem of their personnel.
If people believe in themselves,it's amazing
what they can accomplish.
structures* Role of organisation culture
in change managementprocess and the factorsaffecting the organisationculture
* Defining core values* Defining norms of
behaviour against each core value
* Leadership role and howany position is leadership
The future will be better tomorrow. positionProgramme 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 levelssupervisors, 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 –
At the end of the Formula for excellence * Listeningprogramme the participant * Understand and know * Communicationwill : Requirements for striving * Handling complaints
* Be able to stand up and speak, for excellence constructivelywhen called upon to speak * Self-awareness and * Encourage constructive
* Not become self- conscious defining level of excellence problem solving throughand 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 etiquetteshe 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 matterslogical order and will be able to * Pay the price * What’s different about talk clearly and convincingly * Values good servicebefore a business or social group * Integrity * Performance Standards
* Focus * Turn complaints intoContents : * 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 customersovercome them * Self-Actualisation model * Personal action planning
* Body language * Self-Assessment
21
* 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
TRAINING PROGRAMME DETAILS
TARGET POPULATIONOBJECTIVESCONTENTS
PROGRAMME DURATION
22
In the field of observation, chance favors only the prepared mind.
Process for Business Growth
Internal Customer Satisfaction and Microplanning
Coordination Skills
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 appreciatedriven organisation the ICS concept importance of coordination
* Appreciate market development * Understand and appreciate * Get insight into informationand product development routes that ICS model is needs and mechanism of
* Processes for change – Planning appropriate tool to build coordination skillsProcess & Product Development capabilities in the * Use of different basis forProcess organisation. coordination
* Understand and appreciate * Understand one’s role inContents : 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 costsbusiness growth weakness * Coordination ability
* Information needs andProgramme Duration : Contents : coordination mechanisms
1 Day * Market orientation * Coordination by* Internal customer standardisation
satisfaction * Coordination by plan
I am convinced that
* Implementation capabilities * Coordination by mutual* Steps in ICS adjustment* Microplanning * Interorganisational* Resource planning Coordination* Prerequisites and role of * Coordination Roles
23
if the rate of change inside an
organizationis less than the rate of change outside,the end is in sight.
hierarchy * Coordination Requirements* Coordination Activities
Programme Duration :1 Day Programme Duration :
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/ ManagersSr. Managers, Top Executives Managers at all levels
Objectives : Objectives : Objectives :
* Understand the need to plan * Understand and appreciate * Carry out preparatory workeffectively in order to optimize the importance of for sales meetingoperational performance and marketing on the * Create right impression atincrease managerial performance of the start of the meetingeffectiveness organisation * Discover customer needs
* Appreciate the importance of * Understanding and and have right answers fordefining the objective accurately appreciating the right the same
* Be more aware of the resources approach to marketing * Make the customerthat are available to them * Understanding and understand the proposal and
* Understand the difference appreciating techniques and let him feel it attractive andbetween symptoms and root tools involved in marketing crediblecauses when problem solving process * Handle objections
* Understand planning successfully so as to satisfyterminology and be aware of the Contents : the customeraids that are available to them * What is marketing? * Close the meeting
* Apply a systematic approach to * Researching your successfullyMicroplanning customers * Conduct follow up
* Develop the skills to prepare a * Market research methods activities after the meetingdetailed microplan * Developing a marketing
* Be able to associate their own strategy Contents :priorities with the priorities of * Understanding the * Preparation for salesthe organisation marketing mix meeting
* Marketing planning * Techniques of maximizingContents : * 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
24
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/exercisesProgramme 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.
Performance Appraisal System
Cost Control and Reduction
Waste Elimination
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 appreciateon Key Performance Areas and the concept of cost, cost the need for wasteTasks/Target setting control and cost reduction elimination
* Relevance of tasks/targets * Develop skills to analyse * Understand and appreciatesetting in the performance critical areas for cost waste minimizationappraisal process control and cost reductions techniques and steps and
* Provide guidelines for how to use themidentification of KPAs and Contents :task/target setting * Concept of cost, types of Contents :
* Develop a continuous clarity of costs * Role of waste eliminationroles and expectations by * Man-hour and machine- in profit maximisationinitiating 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 wastecontrol 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
25
* Performance review and areas for cost reduction, minimisationplanning * B.E. analysis
* Performance Assessment * MIS for cost control and Programme Duration :* Development needs and plan cost reduction 1 Day* Thrust Areas* Exercises Programme Duration :
1 DayProgramme Duration :
1 Day
“Feedback” is a business term which refers tothe joy of criticizing other people’s work.
Waste Elimination Training Programme for
Training Managers
Training Needs Assessment and Getting 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, Managerialsteps and how to use them * Facilitate the learning skills, priority codes etc.
process. * Understand the format andContents : 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* 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 andProgramme Duration : * Learning objectives and formats
1 Day * learning styles * Role of participants in
26
* 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 trainingleading sessions results
* Exercise and open houseProgramme Duration : discussion
1 DayProgramme Duration :
1 Day
In a hierarchy, every employee tends to rise to his level of incompetence.
Conducting Successful Interviews
Standard OperatingPractice
Target Population : Target Population :
Sr. Managers, HODs, Line Managers, Supervisors, ExperiencedWorkers / Operators / Mechanics
Objectives : Objectives :
Understand and appreciate At the end of theimportance of selecting right programme the participantscandidate as it has long term will :implications on organisational Understand and appreciateperformance the importance andUnderstand and appreciate advantages of followinginterview preparation w.r.t. job and spreading SOPposition & required skills Be able to prepare SOP forAcquire listening and equipments / machines atinterpreting body language skills shop floorfor interviewConduct interview and select Contents :right candidate Concept and definition of
SOPContents : Standard values
Questioning techniques SOP procedureListening Contents of SOPInterpreting body language Preparation andInterview preparation implementation of SOP/Interview structure SMPFollow up actions
Programme Duration :
27
Programme Duration : 1 Day1 Day
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 POPULATIONOBJECTIVESCONTENTS
PROGRAMME DURATION
28
You must have long-range goals to keep from being frustrated
by short-term failures.
Business Balanced Scorecard
Benchmarking TQM
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 andorganisational 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 qualityContents : 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 andmanagement (coordination) steps involved in
* Key elements of the Balanced Contents : benchmarkingScorecard * 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 measuresScorecard * How to benchmark? * - Quality systems and past
* Phases of benchmarking. lessonsProgramme 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
29
* 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 isthat nobody appreciates how difficult it was.
Standard OperatingPractice
JIT TPM
Target Population : Target Population : Target Population :
Line Managers, Supervisors, Managers at all levels, Engineers and Managers at all Experienced Workers / HODs, Top Executives levelsOperators / 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 TPMimportance and advantages of * Benefits of JIT * Implementation stepsfollowing 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 SystemsContents : * 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 Maintenance1 Day
Programme Duration : Programme Duration :1 Day 1 Day
30
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 Effectiveness (OEE)
5 S Kaizen
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 housekeepingImprove housekeeping * Understand and appreciate the
importance of using OEE * Make every individualMake every individual Kaizen challenge and role of* Be able to calculate OEE responsible forresponsible for Kaizen in TQM* Be able to find bottlenecks in housekeepinghousekeeping * Understand the concept and
production which one is not * Beautify by simple means process of Kaizenaware of * Productivity improvementProductivity improvement * Understand and appreciate the
* Be able to identify machine(s) by saving time, space etc.by saving time, space etc. practice of Kaizendragging down entire facility * Understand and appreciate the
* Be able to calculate and use Contents : Kaizen Managementexcess capacity that could be * Seiri Seiri - Sorting- Sortingeasily and inexpensively * Seiton Seiton - Systematic- Systematic Contents :tapped. arrangementarrangement * Kaizen concept and TQM
* Seiso- Shine, Cleaning Seiso- Shine, Cleaning * Kaizen by TQMContents : ** Inspection while cleaningInspection while cleaning * Kaizen – the practice* Introduction * SeiketsuSeiketsu – Standardization– Standardization * Kaizen Management* The Six Big Losses * ShitsukeShitsuke - Self Discipline- Self Discipline * Kaizen approach to problem* Overall equipment solving
effectiveness and the TPM Programme Duration : * Challenging the corporatevision 1 Day culture
* Overall Equipment * Kaizen problem solving toolsEffectiveness Metric
* The elements of OEE Programme Duration :* Goal and Benefits of OEE 1 Day
Measurement
31
* OEE worksheet* Visual OEE
Programme Duration :1 Day
Manage by principle, not procedure.
Make a customer, not a sale.
Failure Mode and Effects Analysis (FMEA)
V.A. /Value Engineering Quality Function Deployment (QFD)
Target Population : Target Population : Target Population :
Managers and engineers at all Sr. Managers, Managers at all levelslevels 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
* 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
32
Programme Duration : - Voice of customer 1 Day Deployment
- Quality Deployment- Customer Satisfaction Story- Task Deployment
* Common QFD pitfalls* Exercises
Programme Duration :1 Day
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
SAFETYHEALTH
&ENVIRONMENT
TRAINING PROGRAMME DETAILS
TARGET POPULATIONOBJECTIVESCONTENTS
PROGRAMME DURATION
33
Man's mind once stretched by a new idea, never regains its original dimension.
Continuous Safety Improvement
Supervising for Safety Safety Management Plan
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 effectiveTotal Quality Management * How to identify and address safety and health program.movement and W. E. unsafe behaviour * Describe the key processesDeming’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 & HealthContents : 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
Safety Improvement * Training for safety (formal - Safety & Health * Developing Action Plan for & informal) - Fitting safety * Management Accountability
Continuous Safety to organisation’s culture - 6 Essential elements ofImprovement * Making safety a living accounting system
dynamic product - Management/ EmployeeProgramme Duration : Accountability
1 Day Programme Duration : * Employee Involvement1 Day - Role of Safety Committee
* Hazard Identification & Control- Hazard Analysis Vs. Accident Investigation- Categories of Hazards
34
- Hierarchy of Controls* Incident / Accident
InvestigationAnalysis stepsPhases of analysis
* Education & Training
Well done is better than well said.
- Safety Training StepsPlan Evaluation
Programme Duration :1 Day
Hazard Identification & Control
Design for Environment
Green Productivity
Target Population : Target Population : Target Population :
Safety Managers, Manager (ENV.) Sr. Managers, HODs, Environment Managers, Managers, Sr. Managers, Top ExecutivesSr. Managers HODs, Top Executives
Objectives : Objectives : Objectives :
* Explore the elements of an At the end of the training * Understand and appreciateeffective hazard identification programme the participant environment managementand control program. will : trends
* Discuss the steps in the * Understand and appreciate * Understand and appreciatehazard identification and need for DfE green productivitycontrol process * Understand how companies methodology, tools and
* Complete the hazard implement DfE techniquesidentification and control * Be aware of tools used for * Understand and appreciate worksheet. DfE. G. P. Plan formation and
implementationContents : Contents : * Understand and appreciate* What is – Hazard, Exposure, * What is ‘Design for G. P. effectivity and financial* Conditions & Behaviours “Environment” viability* Identification of root causes * What does design for
- System Design environment do? Contents : - Performance * Considerations of DfE * Environmental Management
- Defects * How companies implement trends* Processes to Identify and DfE * Evolution of Green
Analyze Hazards * DfE Tools Productivity* Job Hazard Analysis * Productivity Principles* Incident / Accident Analysis Programme Duration : * Ecological principles guiding* Identifying potential 1 Day GP
accidents * GP -Benefits and* Weeding out causes of characteristics
injuries and accidents * GP Practices* Factors that increase risk * GP – Methodology, Tools and* Education and Training Techniques* PPE * Top Management & GP* Effective Maintenance * Identification of problems and
Processes causes* Hazard Tracking Procedures * Prioritizing problems and
35
* Continual Improvement tasks* Hazard Analysis Worksheet * Generation and evaluation of
GP optionsProgramme Duration : * GP plan implementation
1 Day * GP – Effectivity & financialviability
Generally speaking, you aren’t learning much when your mouth is moving.
* Checklists
Programme Duration :1 Day
36