scripting a new paradigm for skilling and employability through enterprise: ‘a catalyst for...
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Scripting a new paradigm for Skilling and Employability through Enterprise: ‘A catalyst for productivity’
Sanjeev DuggalCentum Learning
Why do Enterprises need to focus on Training & Skill Development?
As per a report by McKinsey Global Institute, by 2020 the global economy could face -
• Shortage of 38-40 mn high-skilled workers i.e with tertiary education in Advanced economies ;
• Shortage of 45 mn medium-skilled workers (i.e with secondary education & vocational training) in Developing economies;
• Oversupply of 90-95 mn low-skill workers than employers will need …… Younger developing economies can have 58 mn surplus unskilled/low-skilled workers
Developing economies will have under-supply of medium-skilled workers for growth of labour-intensive sectors and over-supply of workers who lack the vocational training to escape low-productivity, low-income work
Role Of Enterprises
Sources: Africa at work: Job creation & inclusive growth – A report by McKinsey Global Institute – August 2012
Productivity
Employee Motivation
Innovation Efficiency
Quality
Company’s Growth
Impact of Training on Tech-Enterprises
Sources: Youth at Work : Building economic opportunities for Africa – Mastercard foundation Report
Youth & Skills – African Scenario
Globally , there are 75 mn young people who’re unemployed & there are 3 times as many more who’re underemployed
This is particularly severe in sub-Saharan Africa where young people make up more than half the population
The lack of a growing skilled-labour force in turn reduces national competitiveness and opportunities to attract investment
In addition to negative economic outcomes, unemployment & underemployment can undermine life satisfaction & result in undesirable social trajectories over time
Jobs are the most important determinant of living standards, and quantitative analysis confirms that change in labour earnings is the largest contributor to poverty reduction
Africa – Challenges Before Telecom Enterprises
Multiple Countries; Dispersed Middle
Class
Commoditization of Voice - Rapid
declines in revenue/min in key
markets and accelerated decline
of voice ARPUs
Voice traffic levels continue to
increase, pressuring the networks and calling for capacity
investments
Lack of formal structure of modern
trade
Need for operational efficiency has become
even greater
Need for service diversification: banking on data, business ICT
services, mobile apps & advertising
Lack of Last Mile Connectivity;
Inadequate Sales & Distribution
Turf wars continue as Operators are joined by banks trying to protect
their core business against mobile
payments
Fuelled by improved economic conditions, the last five years have seen Africa experience the fastest telecom growth worldwide, which has transformed fundamental aspects of social and business life. Mobile subscriber growth is maturing and could well saturate in the medium term in some markets if rural coverage does not increase
Sources: Deloitte – The Future of Telecoms in Africa - 2014
Telecom Enterprise – Critical Elements
Channel Partner Engagement
M Commerce
Share of Net Adds
Revenue Market Share
BTS Management
Customer Market Share
Retail Effectiveness
Enterprise/ Business ICT
Services
Share of Gross Adds
Primary & Secondary Usage
Customer Satisfaction Index
Manpower Efficiency
Showroom Experience
Data Supply
Mobile advertising
These Critical Elements can be impacted by customized Training Interventions
VAS
Training Models That Can Create Impact
Marketing, Sales & Distribution• Increasing ARPU• Increasing channel width & depth• Increasing VAS penetration
Customer Service Experience• Increasing C-SAT scores• Reducing churn & increasing retention• Assisting CCO & showrooms in meeting
SLAs
Enterprise Solutions• Increasing corporate revenue share• Facilitating Customer Segmentation• Streamlining Processes & TATs
DTH • Establishing customer experience as a
key differentiator• Integrating it into product offering • Ensuring sustenance through audit &
rigor
Role Capability Index
Virtual Corporate University Framework
Centers of Excellence
Field Capability Enhancement
Call Center Training solutions
Product / ProcessTraining solutions
Retail CapabilityTraining solutions
Passive Infrastructure • Conducting Operations & Telecom Tower
Maintenance Training• Creating Skilled Workforce
Content Development
Retail • Sourcing & Training Retail Workforce• Developing Retail processes • Enhancing Customer Experience
Content Development
What’re Employability Skills?
Lifelong
Learning –
Updates skills
& competencies
at work Employability Skilling – Core work skills, Industry-based &
professional competencies that facilitate transition into work-life
Basic Education – gives a basis for development of an individual’s potential, laying the foundation of Employability
Employability Skills Framework Listening & Understanding
Negotiating responsively
Persuading effectively
Establishing & Using networks
Working in diverse groups
Evaluating & monitoring performance
Mentoring – Giving feedback
Resource Allocation
Critical Thinking
Decision Making
Stress Management
Emotional Quotient
From a Telecom Enterprise’s perspective, these Employability Skills that are critical for an employee’s optimal performance at workplace and alignment with organization’s goals
Sources: Report : Employability Skills for the Future – by Business Council of Australia (BCA) & Australian Chamber of Commerce & Industry (ACCI)
Strategy to leverage training • Vision & Policy supporting Employee capability development• Enabling Environment• Tools to measure how training is impacting key business metrics – ROI calculation• CEO/COO to engage personally & ensure alignment with Business Goals
Enterprises need to create an enabling environment to leverage training
Top Management
Level
Changing Company Strategy – Market Requirements - Workforce Capability Assessment - Need Diagnostic Studies – Internal Training - Niche Training & Solutioning Companies
Post- Hire Training / Up-
skilling
Supply• Market Networks• Skill Providers• Assessors
Pre-Hire Skilling &
Recruitment
3
2
1
Insights from our experience – Partnering Telcos
Demand• Specific Roles• New market Entry• Specific expertise
Defining Employment Readiness
Connections & Facilitation
For Training to be effective, it needs to be used as a ‘Strategic Tool’ to drive results, rather than a ‘Discretionary Expense’
Skill Development Value-Chain – Where do Enterprises fit in?
Market Intelligence
Understanding Industry’s manpower
requirement
Defining what is Employment
readiness
Developing relevant Training curriculum
Training Delivery
Industry Visits, On-the-Job training,
Internships
Providing Employment
Post Employment Support
Industry Engagement required throughout the Value chain
Training Solutions – Changing Paradigms
Technology is rapidly upending industries
New forms of enterprises are constantly emerging
In an unpredictably changing environment, focus of Training programmes must be on ‘flexibility’.
We need to produce ‘good learners’ & provide them opportunities to learn in a ‘Task-aligned’ manner.
We need to produce manpower that is relevant and also knows how to remain relevant tomorrow
Employees are the only ‘appreciating assets’ in Enterprises, with the ability to learn & improve their own capabilities and the capabilities of the system around them
Best Practices
Larsen & Toubro
• Has established Construction Skills Training Institutes across the country to meet the Skilled manpower demand of Construction industry.
• Started in 1995, CSTIs have skilled more than 325000 technicians & workmen apart from training another 200,000 through e-learning modules
• Such structured training enables both new entrants and less experienced workers in the industry to progressively improve their competencies in the respective trades.
Infosys Technologies
• Has set up one of world’s largest corporate universities in Mysore, Karnataka.• Established in 2002 in a 337 acre campus, it has 400+ instructors & 200
classrooms• Has trained 125,000+ engineers till now• Encourages senior leaders to teach, coach, and mentor other potential leaders• Provide high value learning opportunities through best-in-class and evidence-
based programs
Some Case-Studies from our experience
One of world’s largest Telecom providers has engaged with us for driving solutions in areas of Customer Service, Sales & Distribution, Retail, DTH & more.
This included support in Market expansion in new geographies, Impacting key role-holders through Sales & Service University models, Driving new products & lines of business & Devising Tools such as ‘Role Capability Index’ to assess the existing functional capability of teams etc
One of world’s largest E-commerce enterprises is rapidly expanding its presence across geographies and is engaging with us to catalyze its growth in India
Sellers’ capability is a ‘key lever’ that impacts performance in E-commerce ecosystem. We shall be skilling & on-boarding their sellers on the E-commerce platform. The sellers most of whom are SMEs or entrepreneurs will be trained on selling skills, IT skills and overall Sales process management, thereby impacting their performance
Enterprises are leveraging Training solutions to impact critical strategic parameters. It is no longer a discretionary expense , but a tool to drive specific business KPIs
Some Case-Studies from our experience
One of world’s largest Aftermarket Services provider is consolidating its presence in India & needs trained manpower that uniquely delivers end-to-end Aftermarket Services for multitude of industry segments & services top global brands. It has mandated us to provide Customized Capability Enhancement Solutions to over 20,000 employees ranging from frontline and junior to middle management to fulfil this agenda
A leading Consulting & Technology Services company needed to fulfil its mandate of Sales Automation for a multinational brewery & beverage company. It is leveraging Centum’s training expertise to achieve the Sales Automation of ‘Route of Market’ Distributor Chain We are delivering training solutions for the Distributor work-force & increasing overall efficiency of ‘Order to Delivery’ system, Enhanced Data collection and visibility of product availability throughout the distribution chain
A leading Telecom Handset & Consumer Goods manufacturer needed support for Capability building of its Handset In-Store Promoters as this is a major factor that impacts market share in highly competitive consumer market. It chose to outsource End-to-End training services for its mobile phone In-Store managers to us
Thank you
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