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


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


Sr. Managers, HODs, HODs, Managers, Line Managers & Sr. Managers, SupervisorsTop Executives


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


Supervisors, Line Managers Supervisors, Line Managers Line Managers, Supervisors

Jr. Managers, HODs Jr. Managers, HODs


* 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


HODs, Managers, HODs , Sr Managers Sr. Managers, HODs,Sr. Managers Managers


* 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


Sr. Managers, HODs, Marketing Managers at all levels Managers at all levelsExecutives,


* 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


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


Managers at all levels and Sr. Managers, Reporting Controlling Officers, Supervisors Officers, Managers HODs Sr. Managers and HODs


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


Whatever made you successful in the past won’t in the future.

BEHAVIOURAL SKILLS



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


Managers, executives at all Line Managers, Managers at all levelslevels Supervisors


* 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


Managers, executives at all Managers, executives at Managers at all levelslevels all levels


* 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


First line executives, Line Managers, First line executives, Supervisors, Jr. Managers, Supervisors, Jr. ManagersMiddle Level Managers Supervisors


* 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


Managers, executives at all Workers, Operators, First line executives, levels Mechanics etc. Supervisors, Jr. Managers


* 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


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


Friends may come and go,but enemies accumulate.

Never answer a letter when you’re angry.

Stress Management Managing Conflict Time Management


Managers, executives at all Line Managers, HODs, Managers, levels Supervisors Sr. Managers


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.


The art of being wise is the art of knowing

what to overlook.

Productivity Improvement

Productivity Improvement

Cultivating Culture of Customer Satisfaction


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


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


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



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


Sr. Managers, HODs, HODs, Managers, Line Managers, Top Executives Sr. Managers, Supervisors

Top Executives


* 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


HODs, Managers, Marketing executives/ Sales Executives/ ManagersSr. Managers, Top Executives Managers at all levels


* 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


Managers at all levels First line executives, First line executives, Supervisors, Supervisors,Jr. Managers, HODs Jr. Managers


* 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 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


Workers, Operators Training Managers Controlling Officers, Sr. Managers and HODs


* 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 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



PROGRAMME DURATION

28

You must have long-range goals to keep from being frustrated

by short-term failures.

Business Balanced Scorecard

Benchmarking TQM


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


The trouble with doing something right the first time isthat nobody appreciates how difficult it was.

Standard OperatingPractice

JIT TPM


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


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


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)


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


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



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


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


Hazard Identification & Control

Design for Environment

Green Productivity


Safety Managers, Manager (ENV.) Sr. Managers, HODs, Environment Managers, Managers, Sr. Managers, Top ExecutivesSr. Managers HODs, Top Executives


* 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


36

hrdc training programme details booklet

Education

presentation skills

teams of customer internal

internal customer relations

role of programme duration

people culture

training philosophyhrd

safety management plan

good people