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					Training as a tool for increasing
    manpower productivity

                        Adhir Singhal
                  Dy General Manager,
                       ALTTC, BSNL



                                        1
Agenda
• Importance of Training
• Who Will Do the Training
• How Employees Learn Best
• Developing a Job Training
  Program
• Retraining
• Overcoming Obstacles to
  Learning


                              2
• THERE IS NOTING TRAINING CAN
  NOT DO; NOTHNG IS ABOVE ITS
  REACH;IT CAN TURN BAD MORALS
  TO GOOD, IT CAN DESTROY BAD
  PRINCIPLES and CREATE GOOD
  ONES, IT CAN LIFT MEN TO
  ANGELSHIP.
                       Mark Twain

                                3
AND OF COURSE A PICTURE…


          The training these days is just
          so high tech but still inefficient!




                                                4
DELIVERING CUSTOMISED TRAINING
         SUCCESSFULLY




          “Tell me and I forget, teach
          me and I remember, involve
          me and I learn”

          - Benjamin Franklin




                                         5
    The Workplace Skills Strategy

 Human capital is increasingly regarded
  as one of the major drivers of
  productivity, economic growth and
  competitive advantage.                      As a demand-driven
 Recognizing the importance of human         approach to human resource
  capital, the training manpower sets out     and skills development, the
  to generate:                                Training will build and
                                              strengthen relationships with
•   A skilled, adaptable, motivated and       and among workplace
    resilient workforce                       partners and better engage
                                              employers, unions to
•   A flexible, efficient labour market       respond to the challenges of
                                              workplace skills
•   A responsive strategy to meet employers   development.
    needs for skilled workers

•   A learned employee can retain customers
    and increase business & market share
    thro’ proper behavior and good public
    relations
                                                                       6
     An organization is only as good as it’s
                  employees.
• In order for an organization to produce professional career
  minded employees an investment has to be made.




                                                                7
  What type of investment must an employer
        offer employees to gain this?

• An investment in training and education is a sure payoff.




                                                              8
 Trends in Proportions Viewing Skill
  Shortages as a ‘Serious Problem’

70%
                                    60%                                    61%
                              57%                       58%          59%
60%               55%                             55%
            48%
50%
                                                                                 1996
40%
      30%               31%                                                      2002
30%
                                          c 20%                                  2005
20%                                                            16%

10%
0%
       Private           Public           Private Labour      Public Labour
      Managers          Managers


                                                                                        9
                     Importance of Training
   Managers: Importance to overall business strategy
Labour leaders: Importance to collective bargaining issues

50%

45%                                         44%

40%                                                37%
35%
                                     29%                    30%
30%
                                                                  25%   managers
25%                            22%
                                                                        labour
20%
15%

10%               9%
           5%
5%
0%
      not/slightly important   important   very important    crucial


                                                                             10
     Examples of Training Investments
Industry and government in the United States spend
 approximately $90 billion each year on employee training and
 education.
Average Japanese companies spends about 6% of budget on
 training.
Study of major automobile manufactures found U. S
 automakers spend about 40 hours training new employees
 compared to 300 hours for Japanese automakers.
Motorola’s CEO required all divisions to spend at least 2% of
 budget on training. Over next 7 years, profits increased 47%
 and it was estimated that each $1.00 in training yielded $30.00
 in return.
                                                           11
TRAINING ACTIVITIES SHOULD BE
  ALIGNED WITH OVERALL
    OBJECTIVE OF THE
      ORGANISATION,
WITH A MEANINGFUL EMPHASIS ON
  VALUE ADDITION TO OUR
    HUMAN RESOURCES.



                                12
 Case Study in Training to
Support Industry Standards
  The British Health Service Project




                                       13
   The British National Health Service

• 1.3 million employees needed basic IT
  skills training
Main objectives:
• Address productivity issues
• Prevent resistance to change by preparing
  for it
• Effect a change of behaviour and change of
  attitude
                                           14
          Factors to consider
•   Training to benefit organisation
•   Training to benefit employees
•   Training to benefit the industry
•   Provide a good return on investment?




                                           15
Results - Independent Survey
• 99% rated training experience as ‘very’ or ‘quite’
  worthwhile.
• 83% wanted to progress to further training
• 94% “much more” or “more” confident in use of
  ICT
• Positive attitude to new systems up from 30% to
  74%
• Negative attitude to new systems down from 30%
  to 3%

                                                   16
         Return on Investment
Hours spent learning less than hours saved by use of new
 skills
                          Hours Learning & Hours Saved (Per Year)

            160
            140
            120
            100
                80                                                   Hours Learning

                60                                                   Hours Saved

                40
                20
            -
                     Medical   Allied   Nurses   Support   Primary




                                                                                      17
                       Investment

• To invest properly, the employer must provide training as
  one of the needed tools for employees to get the job done.




                                                               18
                    Why Training?

• The sharing of information through training is our most
  valuable tool to develop our most valuable asset…our
  employees.




                                                            19
 Once employees have proper “tools” in their
                 toolbox
• They will come to work on a daily basis, with enthusiasm
  and the positive attitude to give a full days work for a full
  days pay.




                                                                  20
TRAININGS SHOULD AIM AT

   • EMPOWERING THE EMPLOYEES
     • INCREASING PRODUCTIVITY
   • MAKING THE PROCESSES MORE
        EFFICENT AND EFFECTIVE
                  so as to
           ENSURE ULTIMATE
      CUSTOMER SATISFACTION
         IMPROVE THE OVERALL
PERFORMANCE OF THE ORGANISATION.
                               21
     Importance of Training – contd…

1. Respond to technology changes affecting
  job requirements.
2. Respond to organizational restructuring.
3. Adapt to increased diversity of the
  workforce.
4. Support career development.
5. Fulfill employee need for growth.


                                              22
 Importance of Training and
       Development
• Maintain skill levels
• Advance skill and knowledge to improve
  – Performance (efficiency)
  – Service delivery (error rate)
  – Profitability (productivity, manpower)
• Integrate new technologies into work
• Establish standards for work practices
                                             23
      Benefits of Training -
          Individuals
• Do job more efficiently – learn new
  methods
• Professional approach to work, engaged in
  best practice routines
• Personal satisfaction – felt valued
• Recognised qualification to add to CV


                                              24
The Importance of Employee Training in
           Increasing Sales

 • What Does Employee Training Do For Your
   Business?
    – Keeps Good Employees
    – Expands Your Offerings = Business
    – Provides Better
      Customer Service
    – Makes you MONEY!!
                                          25
The Importance of Employee Training in
           Increasing Sales
 • Keeps Good Employees
    – No training program says to your employees:
       • you’re not worth it
       • you can’t be trained
    – Training programs say:
       • We value you enough to put some time (money!)
         into making you better!
       • We value your thinking

  “Employees don’t quit companies,
    They quit bosses!”                               26
The Importance of Employee Training in
           Increasing Sales

     “We’re in this thing together”




                                      27
The Importance of Employee Training in
           Increasing Sales
 • Expands your offerings - your business:
    – training = thinking
    – training exposes employees to:
       • “how we do it” = in-house training
       • “how others do it” = outside training
    – Well trained, thinking employees can provide a
      fresh outlook =
       • new business opportunities
       • better ways of doing things
                                                 28
The Importance of Employee Training in
           Increasing Sales
 • Customer Service: Is it Selling or
   Marketing??
    Selling: providing a product
     to customers for money
    Marketing: convincing customers
     they need the product



                    +                 =
                                          29
The Importance of Employee Training in
           Increasing Sales
• Better Customer Service:
  – Direct Customer interaction changes as a
    business grows
  – With a small business, the chance of interacting
    may be 100%




                                                   30
                 customer     owner
The Importance of Employee Training in
           Increasing Sales
• What are your employees saying to the
  customers?
                                                 We don’t know

             I require…!!


                                                      We can’t help you
                              We don’t sell
                            anything like that




      customer
                                                                 31
The Importance of Employee Training in
           Increasing Sales
• Good Employees
• Expanded Business
• Better Customer Service

• Makes you MONEY!!



                                     32
The Benefits of Training
   • Gives the supervisor more time to
     manage, standardized performance, less
     absenteeism, less turnover, reduced
     tension, consistency, lower costs, more
     customers, better service
   • Gives the workers confidence to do their
     jobs, reduces tension, boost morale and
     job satisfaction, reduces injuries and
     accidents, gives them a chance to
     advance.
   • Gives the business a good image and
     more profit.
                                       33
      Benefits of Training-a summary

•   Improved customer service and public relations
•   Fewer complaints
•   Better morale and attitudes
•   Less turnover and absenteeism
•   More involved and caring employees
•   Proactive vs. reactive employees




                                                     34
• MANAGEMENT’s ONE OF THE
  MOST IMPORTANT FUNCTIONS IS
  TO TRAIN PEOPLE FOR THEIR
  JOBS.




                                35
Then why is training often neglected?
              •   Urgency of need
              •   Training time
              •   Costs
              •   Employee turnover
              •   Short-term worker
              •   Diversity of worker
              •   Kinds of jobs (simple-complex)
              •   Not knowing exactly what you
                  want your people to do and how
                                            36
         Attitudes to training
Individual:                     Employer:
• How is that related to what   • How can I be sure the
   I do?                          organisation will benefit?
• “I’m good at my job and       • Training is so expensive –
                                  how will I know if it has
   anyway, I have no time”        been effective?
• “I suppose that’s my          • Will this effect the goal of
   weekends shot for              developing and
   months!”                       implementing standards
• “Are they trying to get rid     and protocols for the
   of me?”                        organisation?
                                • “If I train them, they’ll
                                  leave”                     37
  Our front-line employees are often “good”
               will ambassadors.
• Yet they are the ones who hold the most “thankless” job.
  Their role and their understanding of their role is the vital
  key towards their development and their ability to provide
  excellent customer service.




                                                              38
       Importance of Training
Teaching people How to do Their Jobs:
            • There are three kinds of training:
              Job Instruction, Retraining, and
              Orientation.
            • The big sister/ big brother system
              is when a old hand dominates a
              newcomer.
            • When good training is absent there
              is likely to be an atmosphere of
              tension, crisis, and conflict because
              nobody knows what to do.
                                               39
   Training Process Model


                  II. Developing &
 I. Needs
                     Conducting
Assessment
                       Training


        III. Evaluating
            Training

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