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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