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Productive Training and Education Consultants

To develop skills/motivation/teamwork

among employees

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Productive Training and Education Consultants

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Company Background

• Indian Training Company• Management and staff training through effective use

of information management and information technology tools

• 40 Trainers and administrators• Head Office New Delhi, 1996• Franchisees in Mumbai, Bangalore, Pune, Chennai

and Hyderabad• Director of Training, Mr Nikhil Kumar

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Problems, Challenges, Issues• Fast growing through franchising knowledge and skills• Deterioration of the high standards of knowledge and

delivery• Increasing client complaints• Motivation of trainers, especially franchisees• Low morale & enthusiasm, ‘What’s in it for me?’• Increasing loss of trainers to competitors and self

startups

• Decreasing quality and high staff turnover!

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What they did

• First trainers retreat for 3 days in Goa• Change environment, reflect and think

differently• Explore issues of quality, personal motivation

and high staff turnover• Try to build a cooperative team vs competitive

teams

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The Managing Director

• Mr Varsheydeva supportive• Concern about his strong opinion and of

‘telling what to do’ rather than listen to ideas and feedback

• Concern trainers would be reluctant to frankly share their views

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The terms of the retreat

• MD to open the retreat to express support• A neutral facilitator for the retreat• MD to attend the final two hours of day 3• Facilitator to summarize and report group

results

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Trainers retreat Day 1

• Very good start, people felt consulted, informed, excited, relaxed, less stress

• People able to network• Perceptions of the organization changed• People acknowledged MD’s core programmes

but agreed that new updated course content was now needed, and faster

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Trainers retreat Day 2

• A complete surprise!• Franchisees complaints, inferior, not

recognised by HO as in-company trainers• Best sales leads kept internally• Open facilitation• Noticeable division between in-company and

franchise trainers

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Urgent review meeting• Explosion of pent-up feelings• Deeper communications• Turning point for PTEC?• Mr Kumar ‘What can we do?’• Consultant:

– Root cause is lack of open communications– need to build trust, collaborate and share knowledge

• Develop better products and services• Reward and recognise people• How can this happen?

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Trainer retreat day 3

• System to develop your knowledge and ideas faster than your competitors

• Based on 4 key elements/terms– Trust– Communicate– Learn and share knowledge– Apply knowledge

• Based on a ‘Virtuous Circle’

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Building trust and knowledge sharing

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Fear vs Trust

Protective of ideas & knowledge Open and sharing ideas & knowledge No Loyalty High LoyaltyShort Term & impatient Long Term & patientDisrespect & political Respect & supportive Individual & isolated Inter-connected by networks & teamsIndependent Inter-dependentNon communicative Open, frequent communications- and 'one way' - and 'two way‘ feedbackUninformed InformedFeel no responsibility Feel responsibleDisempowered EmpoweredScarcity mentality Abundance mentality

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KM Principles - Trust

Trust

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"Trust is the lifeblood of an organization and is the highest form of human

motivation. People work together most effectively when they trust

each other"Stephen Covey 'The Seven Habits of Highly Effective People'

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KM Principles - Communicate

Trust

Communicate

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"Open Communications increases confidence, builds Trust, and naturally

leads to a desire to co-operate and collaborate"

Communication - the exchange of informationCollaboration - creating synergy, shared understanding

and innovating together

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KM Principles - Learn

Trust

Communicate

Learn

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

share"

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KM Principles – Share Knowledge

Communicate

Learn

Share Knowledge

Trust

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KM Virtuous Circle

Communicate Learn

Share Trust

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PTEC Competency Development

• Level 1 – Aware of competencies only

• Level 2 - Understands the competence

• Level 3 - Can perform but not consistent

• Level 4 - Competent

• Level 5 - Can develop products and teach others

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PTEC Competency Development

Personal Competency System

• Review competencies every 6 months• Distribute Directory every 6 months• Rewards and recognition linked to levels

Team Competency system• Following personal competency system

Annual Trainers Excellence Award

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Effect on PTEC• Unanimous applause• Increased motivation • Individual rewards and recognition (HO & Fr)• Able to teach others• Able to develop new course material• Team rewards and recognition• Team wished to present to Managing Director

– Three people from HO, in-company, franchise• Sense a major turning point for PTEC• A new way of learning and knowledge working, together

as one

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Epilogue – One Year Later

• Second three day Trainer retreat• Nominations for ‘Excellence Award’• No longer tense competition, or difference in-

company trainer or franchise• Less politics, focus on competence development• Fair, objective• MD and Director of Training respected mentors and

coaches• From autocracy to meritocracy

• People rejoining PTEC

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Why it worked (KSF’s)

• External consultant could be more objective• External consultant knew the problem and knew

a proven successful solution• The new system directly rewards and recognises

people for learning and better managing their knowledge better

• So much for my personal development & growth

• Low financial investment and risk, high benefits

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Risk Factors

• The periodic assessment of competencies must be based on ‘objective’ measurement criteria that everyone understands, and not subjective

• People need to appreciate ‘lifelong learning’

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“ Our success depends on how well we exploit our most valuable assets: our knowledge, skills and creativity.

These are key to designing high-value goods and services and advanced business practices. They are at the heart of a modern, knowledge driven economy.”

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KM is for everyone