Hrdc Training Programme Details Booklet

HRD
CENTRE,
Nashik

TRAINING
PROGRAMME
DETAILS

TARGET POPULATION
OBJECTIVES
CONTENTS
PROGRAMME DURATION

‘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
PROGRAMME PAGE
TRAINING PROGRAMME TOPIC
CATEGORY NO.

Managerial Skills Managing and Accelerating Change 6
Performance Management 6
Internal Customer Satisfaction and
6
Microplanning
Cultivating Culture of Customer Satisfaction 7
Action Leadership 7
Framework of Leadership 7
Team Building and Teamwork 8
Motivating Subordinates 8
Coordination Skills 8
Problem Solving 9
Decision Making and Decision Analysis 9
Planning and Time Management 9
Negotiation Skills 10
Business Communication Skills - Written 10
Report Writing Skills 10
Customer Service 11
Training Needs Assessment 11
Training Needs Assessment And Getting
11
Planned Results From Training And Trainees

Behavioural Skills Self-Development 13
Self-Development 13
Seven Habits of Highly Successful People 13
Communication Skills 14
Body Language 14
Presentation Skills 14
Influencing 15
Networking Relationships 15

4

Dealing With People Successfully 15
Interpersonal Skills 16
Self-Discipline 16
Managing Discipline 16
Business Etiquettes and Manners 17
Emotional Intelligence 17
Emotional Intelligence 17
Stress Management 18
Managing Conflict 18
Time Management 18
Productivity Improvement 19
Productivity Improvement 19
PROGRAMME PAGE
TRAINING PROGRAMME TOPIC
CATEGORY NO.

Behavioural Skills (contd.) Cultivating Culture Of Customer Satisfaction 19
Effective Public Speaking 20
Striving For Excellence 20
Customer Service 20

Technical Skills Process For Business Growth 22
Internal Customer Satisfaction and
22
Microplanning
Coordination Skills 22
Microplanning 23
Marketing Management 23
Sales Excellence 23
Performance Appraisal System 24
Cost Control and Cost Reduction 24
Waste Elimination 24
Waste Elimination 25
Training Programme for Training Managers 25
Training Needs Assessment And Getting
25
Planned Results From Training And Trainees
Conducting Successful Interviews 26
Standard Operating Practice 26

5

Specific Technical Skills Business Balanced Scorecard 28
Benchmarking 28
TQM 28
Standard Operating Practice 29
JIT 29
TPM 29
OEE 30
5S 30
Kaizen 30
FMEA 31
VA/VE 31
QFD 31

Safety, Health And Continuous Safety Improvement 33
Environment Supervising For Safety 33
Safety Management Plan 33
Hazard Identification And Control 34
Design For Environment 34
Green Productivity 34

MANAGERIALS SKILLS

TRAINING PROGRAMME DETAILS

TARGET POPULATION

6

OBJECTIVES
CONTENTS
PROGRAMME DURATION

The best executive is one who has sense enough to pick
good people to do what he wants done, and a self-restraint
enough to keep from meddling with them while they do it.
Managing Performance Internal Customer
And Management Satisfaction and
Accelerating Change Microplanning

7

Target Population : Target Population : Target Population :
Sr. Managers, HODs, Sr. Managers, HODs, HODs , Sr Managers
Managers

Objectives : Objectives : Objectives :
* Understand and appreciate * Understand and appreciate * Understand and appreciate
challenges and their implications the importance of enabling the ICS concept
in present environment individuals, teams and * Understand and appreciate
* Understand and appreciate the organisations to excel that ICS model is
strategies for managing change * The need to close the gap appropriate tool to build
* Understand and appreciate the between what managers do capabilities in the
key areas for managing change – and what their people can organisation.
People, Product, Profit achieve. * Understand and appreciate
* The skills in performance the need for every segment
Contents : management of the organisation to
* Changes in business scenario * Creation of high reorient itself to the needs
* Key areas - People, Product, performing teams of customer – internal and
Profit external
* People - Culture, change Contents : * Understand and appreciate
facilitators, structure, * What is performance need for removal of
internal
succession, commitment, management weakness
competence building, discipline * Leading for performance
etc. * Performance management Contents :
* Product – Product-mix, Quality, skills * Market orientation
Cost, Delivery, Customer * Performance management * Internal customer
Relations, Product Innovation, process satisfaction
* Market Development * Creating high performing * Implementation capabilities
* Profit – Timeliness, Turning teams * Steps in ICS
around, Diversification, Services * Checklists * Microplanning
* Open house discussion * Resource planning
Programme Duration : * Prerequisites and role of
Programme Duration : 1 Day hierarchy
½ Day
Programme Duration :

8

1 Day

The way to get things done is
not to mind who gets the credit of doing them.

Cultivating Culture of Action Framework of
Customer Satisfaction Leadership Leadership

Sr. Managers, HODs, HODs, Managers, Line Managers &
Sr. Managers, Supervisors
Top 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 importance
fundamental shift in way of * Be aware of the skills in of the people as resource
thinking and work organisation building and maintaining a * Acknowledge the
* Realise the need for shift in winning team responsibility with respect
thinking to be across the * Be better able to utilize the to achieving the task,
organisation talents of individuals within building and maintaining a
* Understand that Customer is the the organization winning team and
reason for existence of all * Be able to develop realistic developing individuals
business. action plans * Be able to identify the
* Understand the need for important actions that need
cultivating the desired culture in Contents : to be undertaken by a
the Organisation * Challenges and skills of leader in order to be
* Understand the concept of leadership effective
culture and process of * Actions of a leader

9

cultivating culture * Framework of a leadership Contents :
* Identify the core values required * The effects of leadership * Challenges in leadership
for cultivating desired culture actions * Concept of leadership –
* Finalise norms of behaviour * Decision taking traits, situations &
* Understand the leadership role * Delegation functions
for cultivating culture of * Motivation * Functional approach to
customer satisfaction * Leadership by Leadership
communication * Leadership process /
Contents : * Practical leadership Actions of a leader
* Context of change
* Change management process Programme Duration : Programme Duration :
and inter-relation between 1 Day 1 Day
vision, goals, strategies, systems
and structures
* Role of organisation culture in
change management process and
the factors affecting the
organisation culture
* Defining core values
* Defining norms of behaviour
against each core value
* Leadership role and how any Leadership is
position is leadership position creating a world
Programme Duration : to which others want to belong
1 Day

Team Building & Motivating Subordinates Coordination
Teamwork Skills

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 appreciate
build an effective team motivated importance of coordination

10

* Identify their own performance * Analyse the role of * Get insight into
information
in these skill areas managers in motivating needs and mechanism of
* Establish guidelines for subordinates. coordination skills
developing effective team work * Establish guidelines for * Use of different basis for
improving motivation coordination
Contents : * Develop an action plan for * Understand one’s role in
* Teamwork concepts improving motivation of coordination
* Team building through subordinates * Develop skills in
development of linking skills coordination activities
* Teamwork as a tool of meeting Contents :
group needs * The concept of motivation Contents :
* The role of executive in * Identifying what motivates * What is Coordination?
promoting teamwork amongst subordinates * Coordination costs
his group members * Motivating subordinates – * Coordination ability
Practical steps * Information needs and
Programme Duration : coordination mechanisms
1 Day Programme Duration : * Coordination by
1 Day standardisation
* Coordination by plan
* Coordination by mutual
adjustment
* Interorganisational
Coordination
* Coordination Roles
* Coordination Requirements
* Coordination Activities
“Coming together is a beginning…..
Keeping together is progress…. Programme Duration :
1 Day
Working together is a success……”

You can have brilliant ideas but if you can’t get them
across, your ideas won’t get you anywhere.

TEAM = Together Each Achieves More
Problem Solving Decision Making and Planning &
Decision Analysis Time Management

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

11

* Evaluate alternatives and choose having rational approach Managerial Planning.
the optimum solutions * Have accurate, balanced * Understand the importance
* Develop strategies for taking picture of the risks and of time as a managerial
decisions and implementing rewards that can result resource
creative solutions from alternatives. * Develop the skills of
* Evolve feedback and * Evaluate alternatives managing time through:
monitoring mechanisms considering their - Planning
* Identify their problem solving implications and take - Prioritising
style decisions - Focusing on essentials
- Recognising the benefits
Contents : Contents :
* The Identification of problems * Decision making process Contents :
* The problem solving approach, * Rational approach for * The concept of Managerial
alternatives, optimum solutions decision making Planning
and decision making * Decision Tree * Importance of time as a
* Identification of individual * Drawing and evaluating managerial resource
Problem Solving approach : decision tree. * Key components of
Creative and analytical bias. * Analysis of complex organisational time that is
* Group problem solving process decisions and weighing of the controllable and
* Identification of behaviours and alternatives non-controllable
methods that facilitate and * Identification of time
hinder problem solving, Programme Duration : wasters.
* Team synergy 1 Day * Planning and delegation as
* Instruments of problem solving time management tools
* Planning under time
Programme Duration : constraints
1 Day
1 Day

The nicest thing about not planning is that
failure comes as a complete surprise and
is not preceded by a period of worry and depression.

The best decision is the right decision.
The next best decision is the wrong decision.
The worst decision is no decision.
Negotiation Skills Business Report Writing Skills
Communication Skills -
Written

Sr. Managers, HODs, Marketing Managers at all levels Managers at all levels
Executives,
* Understand and appreciate need * Write reports well * Understand and

12

appreciate :
to negotiate * Plan business writing - Importance of writing
* Understand and appreciate * Deal effectively with reports well
principles of negotiation internal correspondence - Writing Skills
* Get insight to acquire skills and * Deal effectively with - What makes writing poor
use tips in negotiation to get the external correspondence - Basic principles of
best deal. * Personalise the writing effective writing
* Write with good * Acquire skills in report
Contents : presentation writing
* Types of negotiations and uses * Writing for marketing
of negotiations * Check the writing Contents :
* Fundamentals of negotiation * Writing skills
* Preparing for negotiation Contents : * Causes of poor writing
* Ten techniques to keep ahead in * Report writing skills * Basic principles of
effective
negotiation * Planning the writing writing
* Managing the process of * Internal correspondence * Report writing skills :
negotiation * External correspondence - Identification of purpose
* Interpersonal behaviour during * Personalising writing and readers
the negotiation * Writing with good - Defining objectives and
* Checklist, do’s and don’ts presentations – charts, strategy
maps, statistics etc. - Structure planning
Programme Duration : * Marketing communications * Exercises
1 Day * Checking the writing
* Exercises Programme Duration :
1 Day
1 Day

To do great and important tasks,
two things are necessary:
a plan and not quite enough time.
Customer Service Training Needs Training Needs
Assessment Assessment and
Getting Planned Results
from Training and
Trainees

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

13

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
results
Programme Duration : * Exercise
1 Day * Open house discussion

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

14

BEHAVIOURAL SKILLS


TARGET POPULATION
OBJECTIVES
CONTENTS
PROGRAMME DURATION

15

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 levels
levels 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 Habits
Programme Duration : appreciate – ‘ Give more Programme Duration :
1 Day than you get’ Principle 1 Day
Contents :
* Myth of Experience
* Self-development

16

hindrances
* Know all complex
Importance & Benefits of
positive attitude
* Recognising people with
positive attitude
* Negative attitude
* Procrastination, Excusitis,
* Saddest words
* Steps to build positive
Attitude
* Winning edge
* Importance of struggle
* Attitudes of winners
* Qualities that make a
person successful
* Reasons for Failure
* Attitude for learning
* Give more than you get
1 Day

Build momentum by accumulating small successes.
Communication Skills Body Language Presentation Skills

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

17

- Listening Develop skills to read body offer suggestions to
- Non-verbal Communication language overcome them
- Giving job instructions Contents : * List do’s and don’ts for an
- Giving and taking feedback * Acquiring the Skills for effective presentation
Contents : reading gestures * Represent organisation /
* What is communication * Gesture reading materials department
* Communication barriers * Reading persons from his * Make a presentation in
* Listening gestures meetings, seminars and
* Non-verbal Communication Programme Duration : workshops
* Job instructional skills 1 Day Contents :
* Feedback – giving & taking * Planning for presentation
Programme Duration : * Preparing for presentation
1 Day * Supporting materials
* Presentation techniques
* Dealing with difficult
participants
1 Day

18

There are really only three types of people:
those who make things happen,
those who watch things happen,
and those who ask, “What happened?”
Influencing Networking Dealing With People
Relationships Successfully

First line executives, Line Managers, First line executives,
Supervisors, Jr. Managers, Supervisors, Jr. Managers
Middle Level Managers Supervisors
* Understand and appreciate that * Understand and appreciate * Understand and appreciate
influencing is a vital the importance of building importance of dealing with
management skill and maintaining successful people successfully to
* Understand and appreciate how relationships in enhancing achieve success
to : professional and private * Understand and appreciate
- Establish rapport life. process of dealing with
- Deal with different Contents : people
personalities * The concept of networking Contents :
- Handle resistance relationships * Human nature
- Get a decision * Learning to network * Talking to people and
Contents : relationships making people feel
* Planning to influence * Networking relationship important
* Influencing styles * Investing * Agree with people
* What’s in it for me * Nurturing of relationships * Listening to people
* Communicating your message network * Influencing people
* Influencing through rapport * Maintaining relationship * Convincing people
* Influencing different network * Make up people’s minds
personalities * Do’s and Don’ts in Set people’s moods
* Handling resistance networking relationships Praising people
* Getting a decision Programme Duration : Thanking people
Programme Duration : 1 Day Making good impression

19

1 Day Programme Duration :
1 Day

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.

20

* Resolve and avoid conflicts Individual Needs for * Be capable of following
* Handle criticism Discipline the organisational
* Collaborate - The process of procedures involved in
Contents : maintaining discipline maintaining discipline.
* Effective Communication * Develop the ability and * .Be able to explore ways of
* Listening skill to : maintaining discipline in
* Behaviours – passive, - Take appropriate steps the shop floor work
aggressive, assertive To maintain discipline situation
* Assertiveness - Identify problems and Contents :
* Assertiveness skills formulate solutions to * The concept of discipline
* How to say no maintain discipline -Positive and Punitive
* Resolving conflicts - Be able to explore ways * The process of inculcation
* Avoiding conflicts when you of maintaining discipline and maintenance of
can in the shop floor work discipline at work
* Collaboration situation * Disciplinary procedure
* Exercise - Motivate their colleagues * Responsibilities of first
Programme Duration : - Build a cohesive team line executives
1 Day Contents : Programme Duration :
* Present business 1 Day
environment and
organisational requirement
to change accordingly
* The concept of Discipline
* The need for Discipline

21

* Employee rights and
Management rights Even if you are
* Categories of employee
misconduct
on the right
* Basic standards for track,
Discipline
The greatest ability * Self-Discipline and its you will
importance
in business is to get * Do’s and Don’ts for Self- get run over
along with others
Discipline
* The process of inculcation
if you
and influence their and maintenance of just sit there.
discipline at work
actions. * .Exercise / Task
1 Day

Business Etiquettes Emotional Intelligence Emotional Intelligence
And Manners

Managers, executives at all Senior Managers, HODs Middle Level Managers,
levels Line Managers and
Supervisors
After completion of the course * Understand and appreciate * Understand and appreciate
the participant will be able to : the practice of using. the practice of using
* Understand and appreciate thinking about feeling to thinking about feeling to
Difference between social and guide behaviour. guide behaviour
business manners * Acquire ability to apply * Acquire ability to apply
* Understand and appreciate power and acumen of power and acumen of
business etiquettes to be emotions to improve emotions to improve
followed in the office/workplace performance of self and performance of self and
* Understand and appreciate team team.
ground rules for business
relationships Contents : Contents :
* Understand and appreciate how * What is Emotional

22

to conduct oneself with * What is Emotional Intelligence
confidence in office/workplace Intelligence * Assessing Emotional
* Assessing Emotional Intelligence
Contents : Intelligence * Emotional intelligence and
* Difference between social * Emotional intelligence and performance
manners and business manners performance * Emotional Intelligence in
* What is Business Etiquette * Emotional Intelligence in Teams
* Principles of Business Etiquettes Teams * Assessing E.I. in Teams
* Rules of Introduction * Assessing E.I. in Teams * Develop E.I.
* Handshakes * Develop E.I.

* Conversation Programme Duration :
* Electronic Communication Programme Duration : 1 Day
* Use of Cell Phones, 2 Days
* Telephone
* Non-verbal Communication
* Dress & Image
* Appointments & Meetings
* Office Protocol
* Business Meals
* Table manners

1 Day

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

23

At the end of the training At the end of the * Provide an understanding
programme, the participant will programme the participants about the Time
be : will : Management concepts
* Able to understand and * Understand and appreciate * To understand the
appreciate stress and its effects importance of conflict Organisational and self
on individual, company and management dimensions of Time
society * Self-assess interpersonal Management
* Able to identify negative stress and organisational conflicts * To develop skills in
responses and understand one’s style managing time effectively
* Able to understand optimum of handling them. Contents :
stress * Be able to resolve conflicts * Basic concepts in Time
* Able to understand and * Develop Action Plan to Management
appreciate Stress management resolve interpersonal and * Identifying time wasters
strategies organisational conflicts. * Delegation
* Develop Action Plan for stress Contents : * Managing Time in
management * Determining the current Meetings
Contents : level of conflict level in * Techniques of Time
* What is Stress? work life (self-assessment) analysis
* Effects of stress on individuals, * Determining my conflict * Organisational issue in
company and society style (self assessment) Effective Time
* Optimum Stress * Resolving a conflict with Management
* Negative stress responses one other person * Distinguishing Important
* Symptoms of stress * Resolving a group conflict. from urgent
* Causes of Stress * Supervisor’s role in * Methodology for
* Stress management strategies resolving employee conflict identifying life goal,
* How to reduce stress * The art of disciplining purpose of job and areas of
* Managing stress better employees (for supervisors) improvement
* Action plan for stress The role of HR in conflict Programme Duration :
management resolution 1 Day
Programme Duration : * Listing of informal and
1 Day formal conflict resolution
processes
* Developing Conflict

24

Management Plan for
Stress is an ignorant interpersonal and “Tomorrow”
state. It believes that organisational conflicts. is often
everything is an Programme Duration : the busiest time
emergency. 1 Day
of the year.

The art of being wise
is the art of knowing
what to overlook.
Productivity Productivity Cultivating Culture of
Improvement Improvement Customer Satisfaction

Workers First line executives, Sr. Managers, HODs
Supervisors, Jr. Managers Objectives :
Objectives : Objectives : By the end of programme,
* Understand and appreciate need * the participants will : * Realise the requirement of
for productivity improvement need for productivity fundamental shift in way of
* Understand concept of improvement thinking and work
productivity * Understand concept of organisation
* Appreciate and understand need productivity * Realise the need for shift in
to demolish thinking boundaries * Appreciate and understand thinking to be across the
* Draw an action plan for need to demolish thinking organisation
productivity improvement boundaries * Understand that Customer
* Draw an action plan for is the reason for existence
Contents : productivity improvement of all business.
* Concept of productivity * Understand the need for
* Demolishing Thinking Contents : cultivating the desired
boundaries * Concept of productivity culture in the Organisation
* Steps for achieving productivity * Demolishing Thinking * Understand the concept of
improvement boundaries culture and process of
* Japanese approach to * Steps for achieving cultivating culture
productivity productivity improvement * Identify the core values
* Japanese approach to required for cultivating

25

Programme Duration : productivity desired culture
1 Day * Finalise norms of
Programme Duration : behaviour
1 Day * Understand the leadership
role for cultivating culture
of customer satisfaction
Contents :
* Context of change
* Change management
process and inter-relation
between vision, goals,
Outstanding leaders
strategies, systems and
go out of their way to boost structures
the self-esteem of their personnel. * Role of organisation culture
If people believe in themselves, in change management
it's amazing process and the factors

what they can accomplish. affecting the organisation
culture
* Defining core values
* Defining norms of
behaviour against each
core value
* Leadership role and how
any position is leadership
position
The future will be better tomorrow.
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 levels
supervisors, Technical people –
Managers in all positions, Objectives : Objectives :
Youth and General Public. * Understand and know the To ensure a common base
aspects of excellence level of competence in
Objectives : * Understand and know the customer service skills –

26

At the end of the Formula for excellence * Listening
programme the participant * Understand and know * Communication
will : Requirements for striving * Handling complaints
* Be able to stand up and speak, for excellence constructively
when called upon to speak * Self-awareness and * Encourage constructive
* Not become self- conscious defining level of excellence problem solving through
and frightened one wants to attain prompt personal action
* Be able to think clearly, * Working on Self- * Customer service manners
concentrate and remember what Actualisation model and etiquettes
he intended to say
* Gain self-confidence, poise and Contents : Contents :
the ability to think on his feet * What is excellence to you? * Why Customer Service
* Get his thoughts together in * The formula for excellence matters
logical order and will be able to * Pay the price * What’s different about
talk clearly and convincingly * Values good service
before a business or social group * Integrity * Performance Standards
* Focus * Turn complaints into
Contents : * Friendly Place opportunities
* Need for effective public * Discipline * Listening to customers
speaking * Action * Assertiveness and good
* Key factors for effective public * Leadership service
speaking * Trust * Effective customer
* Common barriers to effective * Do the right things right communications
public speaking and how to * Self Awareness * Internal customers
overcome them * Self-Actualisation model * Personal action planning
* Body language * Self-Assessment
* Do’s and Don’ts of effective Programme Duration :
public speaking 1 Day Programme Duration :
* Planning for a speech 1 Day
* Preparing the speech
* Organising supporting materials
* Public speaking techniques
* Handling questions,
participants/audience

1 Day

Do what you can, with what you have, where you are.
You can’t build a reputation on what you are going to do.

TECHNICAL SKILLS

27


TARGET POPULATION
OBJECTIVES
CONTENTS
PROGRAMME DURATION

28

In the field of observation,
chance favors only the prepared mind.
Process for Business Internal Customer Coordination Skills
Growth Satisfaction and
Microplanning

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

* Appreciate initiatives for market * Understand and appreciate * Understand and appreciate
driven organisation the ICS concept importance of coordination
* Appreciate market development * Understand and appreciate * Get insight into information
and product development routes that ICS model is needs and mechanism of
* Processes for change – Planning appropriate tool to build coordination skills
Process & Product Development capabilities in the * Use of different basis for
Process organisation. coordination
* Understand and appreciate * Understand one’s role in
Contents : the need for every segment coordination
* Planning process for growth of the organisation to * Develop skills in
* Devising Schedule for planning reorient itself to the needs coordination activities
process of customer – internal and
* Product Development process external Contents :
* Implementation of planning and * Understand and appreciate * What is Coordination?
product development process for need for removal of internal * Coordination costs
business growth weakness * Coordination ability
* Information needs and
Programme Duration : Contents : coordination mechanisms
1 Day * Market orientation * Coordination by
* Internal customer standardisation
satisfaction * Coordination by plan

29

* Implementation capabilities * Coordination by mutual
* Steps in ICS adjustment
I am convinced that * Microplanning * Interorganisational
if the rate of change * Resource planning Coordination
inside an * Prerequisites and role of * Coordination Roles
organization hierarchy * Coordination Requirements

is less than the rate * Coordination Activities
of change outside,
the end is in sight. 1 Day

Complexity is not to be admired.
It is to be avoided.
Microplanning Marketing Management Sales Excellence

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

* Understand the need to plan * Understand and appreciate * Carry out preparatory work
effectively in order to optimize the importance of for sales meeting
operational performance and marketing on the * Create right impression at
increase managerial performance of the start of the meeting
effectiveness organisation * Discover customer needs
* Appreciate the importance of * Understanding and and have right answers for
defining the objective accurately appreciating the right the same
* Be more aware of the resources approach to marketing * Make the customer

30

that are available to them * Understanding and understand the proposal and
* Understand the difference appreciating techniques and let him feel it attractive and
between symptoms and root tools involved in marketing credible
causes when problem solving process * Handle objections
* Understand planning successfully so as to satisfy
terminology and be aware of the Contents : the customer
aids that are available to them * What is marketing? * Close the meeting
* Apply a systematic approach to * Researching your successfully
Microplanning customers * Conduct follow up
* Develop the skills to prepare a * Market research methods activities after the meeting
detailed microplan * Developing a marketing
* Be able to associate their own strategy Contents :
priorities with the priorities of * Understanding the * Preparation for sales
the organisation marketing mix meeting
* Marketing planning * Techniques of maximizing
Contents : * Tactics in marketing effectiveness of sales
* Defining planning * Being market-led in meetings
* Practical Microplanning task practice - Right initial impression
* Objective setting - Discovering customer
* Problem systems and root Programme Duration : needs
causes 1 Day - Making what you say
* Asking the right questions understand , attractive
* Planning aids and credible
* Network planning - Handling objections
* Information systems - Closing successfully
* Final Microplanning task * Follow up activities
* Task/exercises
1 Day

What we are trying to do in marketing is
not to change minds, but to take advantage of the
perceptions that are already there.

31

Performance Appraisal Cost Control and Waste Elimination
System Reduction

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 appreciate
on Key Performance Areas and the concept of cost, cost the need for waste
Tasks/Target setting control and cost reduction elimination
* Relevance of tasks/targets * Develop skills to analyse * Understand and appreciate
setting in the performance critical areas for cost waste minimization
appraisal process control and cost reductions techniques and steps and
* Provide guidelines for how to use them
identification of KPAs and Contents :
task/target setting * Concept of cost, types of Contents :
* Develop a continuous clarity of costs * Role of waste elimination
roles and expectations by * Man-hour and machine- in profit maximisation
initiating a sense of performance hour costing * What is Value Addition &
planning * Need for costing, what is waste?
* Performance Assessment * Make or buy decisions * Types of wastes and their
* Performance Review and * Cost control, Variances, impacts
Planning * Remedial actions for cost * Steps for process waste
control identification
Contents : * Standard costing and * Identifying causes of
* Appraisal Process budgetary control wastes
* Key Performance Areas and * Inventory control, ABC * Waste minimization
Tasks/Targets analysis, Inventory levels techniques
* Self-Appraisal and economic order * Steps in waste
* Performance factors quantity minimization
* Potential factors * Cost reduction, Critical * Exercise on waste
* Performance review and areas for cost reduction, minimisation
planning * B.E. analysis
* Performance Assessment * MIS for cost control and Programme Duration :

32

* Development needs and plan cost reduction 1 Day
* Thrust Areas
* Exercises Programme Duration :
1 Day
1 Day

“Feedback” is a business term which refers to
the joy of criticizing other people’s work.
Waste Elimination Training Programme Training Needs
for Assessment and Getting
Training Managers Planned Results from
Training and Trainees

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, Managerial
steps and how to use them * Facilitate the learning skills, priority codes etc.
process. * Understand the format and
Contents : This will be achieved by will be able to fill it up
* Role of waste elimination in focusing on the following * Understand their role in
profit maximisation key areas : implementing the system
* What is Value Addition & * Understanding and * Understand the system in
what is waste? * clarifying the training totality and how it is useful

33

* Types of wastes and their objectives in identification of
impacts * Learning how to use a training needs of executives
* Steps for process waste variety of training methods, * Develop a system for
identification and selecting the most getting results from training
* Identifying causes of wastes appropriate method
* Waste minimization techniques * Leading sessions within a Contents :
* Steps in waste minimization programme * Drawbacks of the present
* Exercise on waste minimization system
Contents : * Concepts, terms and
Programme Duration : * Learning objectives and formats
1 Day * learning styles * Role of participants in
* Learning methods dissemination of concept
* Session planning, and operation of system
* preparation of learning * Pre-training actions
materials * Actions during training
* Running a session * Post-training actions
* Structured exercises on * Project Implementation
making presentation and * Evaluation of training
leading sessions results
* Exercise and open house
Programme Duration : discussion
1 Day
1 Day

In a hierarchy, every employee tends to rise
to his level of incompetence.
Conducting Successful Standard Operating
Interviews Practice

Target Population : Target Population :
Sr. Managers, HODs, Line Managers,
Supervisors, Experienced
Workers / Operators /

34

Mechanics

Objectives : Objectives :
Understand and appreciate At the end of the
importance of selecting right programme the participants
candidate as it has long term will :
implications on organisational Understand and appreciate
performance the importance and
Understand and appreciate advantages of following
interview preparation w.r.t. job and spreading SOP
position & required skills Be able to prepare SOP for
Acquire listening and equipments / machines at
interpreting body language skills shop floor
for interview
Conduct interview and select Contents :
right candidate Concept and definition of
SOP
Contents : Standard values
Questioning techniques SOP procedure
Listening Contents of SOP
Interpreting body language Preparation and
Interview preparation implementation of SOP/
Interview structure SMP
Follow up actions
Programme Duration : 1 Day
1 Day

35

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


TARGET POPULATION
OBJECTIVES
CONTENTS
PROGRAMME DURATION

36

You must have long-range goals
to keep from being frustrated
by short-term failures.
Business Balanced Benchmarking TQM
Scorecard

HODs, Managers, HODs, Managers, Sr. Managers,
Sr. Managers, Top Executives Sr. Managers, HODs, Top Executives
Top Executives

* Understand and appreciate the * Challenge internal Understand and appreciate –
concept of Business Balanced paradigms and understand * Quality and TQM
Scorecard. opportunities and methods * Importance of TQM
* Understand and appreciate for improvements * - Link between quality and
organisational implications. * Identifying strengths & profit and ways to
* Be able to draw Balanced learning from leadership measure performance,
Scorecard for the organisation experience of others productivity, cost and
* Prioritising & allocating quality
Contents : resources to set realistic, * - Steps involved in
* The Balanced Scorecard -- A aggressive goals implementation of TQM
new approach to performance * Learning from the best. * - Why benchmark and

37

management (coordination) steps involved in
* Key elements of the Balanced Contents : benchmarking
Scorecard * What is benchmarking? * - Management of
* Developing the Balanced * Why benchmark? performance, what is to
Scorecard * Types of benchmarking be measured and types
* Cascading the Balanced * What to benchmark? of measures
Scorecard * How to benchmark? * - Quality systems and past

* Phases of benchmarking. lessons
Programme Duration : * Critical success factors of
1 Day benchmarking Contents :
* Benchmarking barriers and * What is Quality?
overcoming them * Evolution of Quality
* Benchmarking tools * TQM and Employee
* Adapting improvements involvement
* TQM tools
Programme Duration : * Cost of quality,
1 Day * Quality Indices
* Quality and Productivity
* Role of top management in
TQM
* Implementing TQM
* Quality awards &
Certifications
* Past lessons

1 Day

The trouble with doing something right the first time is
that nobody appreciates how difficult it was.
Standard Operating JIT TPM
Practice

Line Managers, Supervisors, Managers at all levels, Engineers and Managers at all

38

Experienced Workers / HODs, Top Executives levels
Operators / Mechanics

At the end of the programme * Understand and appreciate Understand and appreciate :
the participants will : Elements of JIT * Importance and benefits of
* Understand and appreciate the * JIT implementation TPM
importance and advantages of * Benefits of JIT * Implementation steps
following and spreading SOP * Process of implementing TPM
* Be able to prepare SOP for Contents :
equipments / machines at * What is JIT? Contents :
shop floor * Basic elements of JIT * What is TPM?
* Types of wastes * Role of TPM in Lean Systems
Contents : * Flexible resources * TPM principles
* Concept and definition of * Kanban * Losses reduced by TPM
SOP * Inventory * Seven steps of TPM
* Standard values * SMED principles * Proceeding with TPM
* SOP procedure * Benefits of JIT * Operator Maintenance
* Contents of SOP * JIT implementation Partnership
* Preparation and * TPM tag system and process
implementation of SOP/ SMP Programme Duration : * Professional Maintenance
1 Day
Programme Duration : Programme Duration :
1 Day 1 Day

39

I cannot give you the formula for success,
but I can give you the formula for failure–which is,
“Try to please everybody.”

Overall Equipment 5S Kaizen
Effectiveness (OEE)

Sr. Managers, HODs Sr. Managers, Sr. Managers,
HODs, Top Executives HODs, Top Executives

* Understand and appreciate * Improve housekeeping * Understand and appreciate the
importance of using OEE * Make every individual Kaizen challenge and role of
* Be able to calculate OEE responsible for Kaizen in TQM
* Be able to find bottlenecks in housekeeping * Understand the concept and
production which one is not * Beautify by simple means process of Kaizen
aware of * Productivity improvement * Understand and appreciate the
* Be able to identify machine(s) by saving time, space etc. practice of Kaizen
dragging down entire facility * Understand and appreciate the
* Be able to calculate and use Contents : Kaizen Management
excess capacity that could be * Seiri - Sorting
easily and inexpensively * Seiton - Systematic Contents :
tapped. arrangement * Kaizen concept and TQM
* Seiso- Shine, Cleaning * Kaizen by TQM
Contents : * Inspection while cleaning * Kaizen – the practice
* Introduction * Seiketsu – Standardization * Kaizen Management
* The Six Big Losses * Shitsuke - Self Discipline * Kaizen approach to problem
* Overall equipment solving

40

effectiveness and the TPM Programme Duration : * Challenging the corporate
vision 1 Day culture
* Overall Equipment * Kaizen problem solving tools
Effectiveness Metric
* The elements of OEE Programme Duration :
* Goal and Benefits of OEE 1 Day
Measurement
* OEE worksheet
* Visual OEE

1 Day

Manage by principle, not procedure.

Make a customer, not a sale.

Failure Mode and Effects V.A. /Value Engineering Quality Function
Analysis (FMEA) Deployment (QFD)

Managers and engineers at all Sr. Managers, Managers at all levels
levels HODs, Top Executives

* Understand and appreciate * Understand and appreciate * Understand and appreciate:
importance of FMEA the concept of value and - Importance of efficiently
* Develop skills to use FMEA value addition delivering value to

41

* Understand and appreciate customers through
Contents : the process of value analysis Listening ”Voice” of
* Origin of FMEA and value addition customers throughout
* Different types of FMEA * Acquire skills to use product and service
* FMEA’s link with VA/VE development process
Continuous Improvement - Tools and Techniques of
* Process FMEA Contents : QFD
* FMEA Worksheet * Concept of Value and value * Be able to translate customer
* Why use FMEA addition needs into language of
* When to use FMEA * Different phases of VA / organisation
* Potential applications of VE * Be able to build “House of
FMEA - Selection Quality”
* Steps on completing FMEA - Information
- Creativity Contents :
Programme Duration : - Analysis * Traditional quality systems
1 Day - Development * Types of requirements
- Pres4entation * Coherent planning and
- Implementation development
- Verification * What is QFD
* Checklist * Tools of QFD
* Developing QFD
Programme Duration : - Voice of customer
1 Day Deployment
- Quality Deployment
- Customer Satisfaction Story
- Task Deployment
* Common QFD pitfalls
* Exercises

1 Day

42

Fix requirement errors early.
To fix later, they will cost:
* 500% more at design stage
* 1,000% more at coding
* 2,000% more at unit test
* 20,000% more at delivery

SAFETY
HEALTH
&
ENVIRONMENT


TARGET POPULATION
OBJECTIVES
CONTENTS
PROGRAMME DURATION

43

Man's mind once stretched by a new idea,
never regains its original dimension.
Continuous Safety Supervising for Safety Safety Management Plan
Improvement

Safety Managers, First line executives, Sr. Managers, HODs,
Managers at all levels Supervisors, Jr. Managers Top Executives

Objectives :
Objectives : Objectives : * Understand the basics of a
At the end of the programme * Learn and understand safety management system.
the participants will be : principles and management * Identify the seven core
* Familiar with the origins of of safety elements of an effective
Total Quality Management * How to identify and address safety and health program.
movement and W. E. unsafe behaviour * Describe the key processes
Deming’s contributions * Be able to make safety a in each program element
* Able to apply Deming’s 14 part of the company culture.
points to workplace safety See how safety can be a Contents :
living breathing programme * Safety & Health
Contents : Management System
* Deming's key points Contents : * Seven Elements

* Management Systems: * Principles of safety * Top Management
* Safety & Health Management management Commitment
System * Management of safety - Time, Money, Concern

* Variation * Accountability and - Getting Top Management

* Applying Deming’s 14 Points responsibility Commitment
to Safety * Analysing work area * Accident costs – Direct &
* Deming/Shewhart Cycle * Unsafe behaviour, acts, Indirect
* Key Paradigms of Continuous conditions - Proactive Vs. Reactive

44

Hrdc Training Programme Details Booklet

Hrdc Training Programme Details Booklet

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (8)

En vedette

En vedette (20)

Similaire à Hrdc Training Programme Details Booklet

Similaire à Hrdc Training Programme Details Booklet (20)

Dernier

Dernier (20)

Hrdc Training Programme Details Booklet