TRAINING VISION

Implementation
Case Study – Delhi DTR
March 2009
 Content
1. ISP Performance Mapping

2. ISP Interview Mapping

3. Route Trainer Evaluation

4. Route Training Activity

5. ISP Voice Report

6. ISP Training Feedback

ISP Performance Mapping
 Objective
• To understand the current performance levels

• Benchmark ISP performance

• To Identify high potential ISP’s

• Identify the weak links in the system

• Give feedback to immediate supervisors on

preparing improvement plans for each ISP’s
 Methodology

• Data analyzed of last 4 months performance

• Face to face interview conducted

• ISP Performance Calculator used

 ISP Performance Calculator
PERFORMANC          
E
CALCULATOR
Parameter Max Weig Total Weight ISP Actu
Scor htag Score al
e e Scor
e
Grooming 10 10 100 7 70
Communication 10 20 200 6 120
Product 10 30 300 6 180
Knowledge
Past Performance 10 40 400 6 240
  Grad  
Description 100Scale 1000 25 610
  e     Percent
age
61
A High Performers 80% to
100%
B+ Potential Performer 70% to 80%
B Average 60% to 70%
Performers
C Red Flags to be Below 60%
 RESULTS-ISP PERFORMANCE
MAPPING
GRADE SCORE

A 1
B+ 9
B 34
C 12
TOTAL 56
RESULTS-ISP PERFORMANCE
MAPPING
 ISP Mapping-Leadership
S3 S2
9 ISP B+ 34 ISP B
Supportive Behavior

Rating Rating

S4 S1
1 ISP A Rating 12 ISP C Rating

Directive Behavior

D4 D3 D2 D1

Development Stage
 Conclusion
• Majority falls in B category for which a
development plan has to be made with
Sales Executive

• ISP’s at S4 & S3 Quadrant can be given

more responsibility
• 12 ISP’s (Red Flags)either they are to be
replaced or rigorous Training is required
• 1 ISP at S4 Quadrant can be given higher
responsibility
Route Trainer Evaluation
 Objective

• Understand the strength and weakness of each

Trainer

• Give feedback to Route Trainers

• Prepare development plan for Route Trainers

• Deliver Best in Class Training for ISP’s

 Route Trainer – Evaluation
Sheet
Parameter Gautam Gautam Virat Jain
Anand Sunariya
 
Soft Skills
Opening of Session 2 2 3
Confidence 3 3 2
Eye Contact 3 3 2
Body Language 2 3 3
Particpant Interaction 3 3 2
Checking Particpants 2 3 2
Understanding
Closing of Session 3 2 2
Technical Skills  
Product Knowledge 2 3 2
Total MO 20 22 18
MM 24 24 24
% 83.3 91.7 75.0
Route Trainer Evaluation
Route Training Activity
 Description

Route Training Report Achieve Sales

Target
Promote the
Brand
* Measures On Field Performance

Merchandising
Daily Sales
S Retailer ISP Mobile no. P G D M Report
no. Retailer
Relationship

Rate the ISP on the basis of following parameters

P – Product Knowledge
G- Grooming
D – Daily Sales Report
M- Merchandising
PPT. Format Rating Scale
3 – Good
Graphical Representation 2 - Average
Summary Sheet/Conclusion 1 – Needs Improvement
 Objective

• To measure Outlet Performance

• To identify areas of strength & weakness

• Develop ISP’s for Outlet Management role

• To achieve better sales through focussed approach in Outlets

• To improve and maintain Fly Brand image in the outlet

 Route Training-Gautam
Sunariya
Sno Retailer ISP Mobile P G D M MO MM %
. Address no.
1Tele service naveed 98111666 2 2 2 2 8 12 66.6
44 7
2Shree tele Adil 99532101 2 2 3 2 9 12 75.0
comm 15 0
3Narayan. Deepak 97186482 1 2 2 1 6 12 50.0
87 0
4Mobile palnet Kanika 98111767 2 2 2 2 8 12 66.6
55 7
5Bala Ji Ratnish 99991404 2 2 2 1 7 12 58.3
40 3
Route Training-Gautam
Sunariya
Route Training-Gautam
Sunariya
 Conclusion
• Narayan Outlet needs improvement in
Merchandising & ISP needs Product Training
• Balaji Outlet needs improvement in
merchandising
• Adil is doing best

• 4 outlets are at average performance

 Route Training-Virat Jain

Sno Retailer ISP Mobile P G DM M M %

. Address no. O M
1 Manpreet Riyaz 9999897 2 2 2 1 7 12 58.
tele 512 3
2 Seema Tele Dal 9211887 2 2 2 2 8 12 66.
Com Chand 586 7
3 Suri Watch Manish 9871623 2 2 3 1 8 12 66.
983 7
4 Lee Proxy Simi 9999668 1 1 2 1 5 12 41.
066 7
5 Honey Amit 9871989 2 1 3 2 8 12 66.
093 7
Route Training-Virat Jain
Route Training-Virat Jain
 Conclusion

• Manpreet, Suree, Lee needs improvement in

merchandising

• Two Outlets need grooming session

• Most outlets are at average rating

ROUTE TRAINING – Gautam
Anand
ROUTE TRAINING – Gautam
Anand
 ROUTE TRAINING – Gautam
Anand
S Retailer Address ISP Mobil PGDMM M %
n e no. OM
o.
1 Bindra Electronics, 2353, Raj GAURAV 99109 3 2 3 2 1 1 83.
Guru Road, Paharganj, Delhi VERMA 24101 0 2 33
2 Bindra Communications, 3, SATINDER 99111 2 2 1 1 6 1 50.
Kalibari Marg, Near Gol PAL SINGH 61706 2 00
Dakkhana
3 N.S. Telecom, SHOP NO. 4, POONAM 99585 3 2 2 2 9 1 75.
GALI NO.-8, MODEL TOWN-III, BANSAL 38381 2 00
DELHI
4 DASHMESH TELECOM, 2527, SANDEEP 99585 3 2 3 2 1 1 83.
HUDSON LANE, GTB NAGAR CHAUHAN 78713 0 2 33
5 CREDO CELL SERVICES, ANUJ 98995 2 2 3 2 9 1 75.
313/32, INDERLOK KUMAR 16453 2 00
 Conclusion
• One outlet Bindra Communication needs
Improvement in DSR filling and Merchandising

• Merchandising and Grooming on most outlets is

average
ISP Interview Process
 New ISP Interview

• Face to Interview was taken

• Interview Analysis calculator used

• Grading of Interviewees done

 Instrument-ISP Interview
INTERVIEW        
CALCULATOR
Parameter Max WeightageTotal ISP Score Actual
Score Weight Score
Grooming 10 10 100 7 70
Communication 10 30 300 6 180
Product 10 30 300 7 210
Knowledge
Attitude 10 30 300 7 210
    100 1000 27 670
        Percentage 67
           
           
A Excellent A Good 80% to 100%  
B+ Profile FitB+ Above 70% to 80%  
Average
B Can be B Average 60% to 70%  
Consider
ed
C Rejected C Red Flag Below 60%  
 ISP Interview - Results
GRADE Candidat
es

A 0
B+ 8
B 16
C 28
Total 52
ISP Interview - Results
ISP Voice Report
 ISP Voice Report
ISP voice report is an Internal survey which will show the
motivation level and support given to the ISP

. How do you rate our Service support System ?

. How do you rate the support given by Sales Executives ?
. How Motivated you are to work with Fly ?
. How do you rate the quality of our handsets?
. How do you rate your communication with the organization?
. Does your salary reach on time ?
Description
Achieve Sales
Target
Promote the
Brand
Merchandising
Daily Sales
Report
Retailer
Report with Graphical representation and Summary Sheet Relationship
 Methodology
• Questionnaire based Instrument was used with a rating scale of 5 to 1

• Total of six questions were asked from areas of motivation,

organizational communication, Motivation, Supervisory support,
Service support

• Wherein ISP’s were explained the questions by National Training Manager

• They were explained the objective of filling this report

e same instrument will be used after 2 months to check the quality scor
 Objective
• To understand the motivation level of ISP’s

• To understand the quality level of support function given to ISP’s

• Get an insight on ISP’s perception about the organization

• To understand the strength areas

• Identify the areas of improvement

 Training Date – 25th March 200
Location – Delhi
Department - DTR
Total respondent - 61

Results
 Results
S no. Question Scores

1. How do you rate our service 60%

support system?
2. How will you rate the 99 %
support given by Sales
Executives?
3. How do you rate your level 92%
of motivation to work with
FLY
4. How do you rate the quality 88.5%
of our Handsets?
5. How do you rate your 72%
communication with
Organization?
6. Do you get your salary on 80%
time?
 Key Highlights – ISP Views &
Perception
SERVICE SUPPORT – 60%

SALES EXECUTIVE SUPPORT – 99%

MOTIVATION TO WORK IN FLY – 92%

FLY HANDSET QUALITY– 88%

ISP COMMUNICATION WITH ORGANIZATION– 72%

SALARY ON TIME– 88%

ISP Voice –Graphical Report
ISP Voice –Graphical Report
TRAINING FEEDBACK
REPORT
 Objective

• To get Trainees reaction on Learning inputs

• To understand how useful was the session

• To analyze Trainers ability to Train participants

• Understand the motivational level of Trainees

• To measure the effectiveness of Training

 Instrument-Training Feedback Form
Tick the appropriate Box
5 4 3 2 1
• How do you rate the overall Training

• Is the Training relevant to your job

• Is the time given for Training sufficient

• How do you rate Trainers knowledge

• Did the Trainer involve you in training

• How do you rate your learning in the Training

Description
Achieve Sales
Rating Scale Target
Promote the
Brand
5 – Excellent, 4-Good, 3-Average, 2-Below Average, 1- Poor Merchandising
Daily Sales
Report
Retailer
Relationship
 Training Date – 25th March 200
Location – Delhi
Department - DTR
Total respondent - 61

Results
 Training Feedback
Results
S Question Scores
no.

1. How Do you rate the 91%

overall Training?
2. Is the Training Relevant 93%
to your Job?
3. Is the time given for 89%
Training sufficient?
4. How do you rate Trainers 97%
knowledge?
5. Did the Trainer involve 93%
you in Training?
6. How do you rate your 91%
learning in Training?
Training Feedback Graphical
Report
Training Feedback Graphical
Report