Helping world's largest employer implement supervisory systems through effective learning and development
The Client
A large railway network, the largest employer in the world, extending over a wide area of India’s southern peninsula. The growing complexity in the customer expectations demanded huge manpower and deployment of manpower and rigid processes. The scale of the task demonstrated the urgent need for a more strategic approach and the continual raising of quality through professional audit, consulting and development of supervisors.
The Challenge
The organization wanted to review its existing processes of delegation and supervisory systems to eventually ensure that its supervisors were aware of their roles, responsibilities and processes. The supervisors being the public face of the industry in carrying out the tasks delegated by the management and sometimes the Government of India, needed to be trained in various skills especially in the communication and delegation process.
The Solution
An extensive consulting that evaluated the client’s systems and processes, followed by a systematic training and development of supervisors leading to an overall process implementation across the different departments whose supervisors were part of this study group. The focus of the solution was to implement an overall process which was done with a unique approach to an old problem: helping supervisors and managers learn to listen with empathy, communicate with, coach, counsel and confront employees in order to improve performance and understand the process implementation across the organization. During the learning process, the participants tried out different techniques in intensive skill sessions, process flows and in games designed to equip them to handle even the unexpected, making them a successful part of worlds largest employer.
Business Benefits
Successful implementation of the process followed by learning and development that helped enhance more open communications between supervisors and employees. This resulted in an ‘accountable supervisor’ getting a clear understanding of his responsibilities, recognizing the importance of effective communication pattern and acquiring other required competencies.
The Client
A large railway network, the largest employer in the world, extending over a wide area of India’s southern peninsula. The growing complexity in the customer expectations demanded huge manpower and deployment of manpower and rigid processes. The scale of the task demonstrated the urgent need for a more strategic approach and the continual raising of quality through professional audit, consulting and development of supervisors.
The Challenge
The organization wanted to review its existing processes of delegation and supervisory systems to eventually ensure that its supervisors were aware of their roles, responsibilities and processes. The supervisors being the public face of the industry in carrying out the tasks delegated by the management and sometimes the Government of India, needed to be trained in various skills especially in the communication and delegation process.
The Solution
An extensive consulting that evaluated the client’s systems and processes, followed by a systematic training and development of supervisors leading to an overall process implementation across the different departments whose supervisors were part of this study group. The focus of the solution was to implement an overall process which was done with a unique approach to an old problem: helping supervisors and managers learn to listen with empathy, communicate with, coach, counsel and confront employees in order to improve performance and understand the process implementation across the organization. During the learning process, the participants tried out different techniques in intensive skill sessions, process flows and in games designed to equip them to handle even the unexpected, making them a successful part of worlds largest employer.
Business Benefits
Successful implementation of the process followed by learning and development that helped enhance more open communications between supervisors and employees. This resulted in an ‘accountable supervisor’ getting a clear understanding of his responsibilities, recognizing the importance of effective communication pattern and acquiring other required competencies.