Revive
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The document outlines Nokia's training academy plan for 2011 to revive employee knowledge and improve consumer experience. The plan includes regular soft and technical skills training, leadership training, basic communication training, hands-on mobile technology training, and monitoring and evaluation of promoters. The roadmap details quarterly training activities and goals to improve areas like ROI, communication, and consumer experience curves.
Revive
- 2. Presentation flow Background Objective Training Academy Plan 2011 Training Roadmap Value Injecting Ideas
- 3. Background Training sessions are unearthed in market Absence of People development path Vacuum of right feet due to High Turnover rate
- 4. Result so far Absence of Sustainable ROI (%) Less effective dissemination of Communication Not so encouraging Consumers’ experience curve for NOKIA .
- 5. Objective To revive the brains of communicators in generating awareness to consumers through effective demonstration of NOKIA experience.
- 6. NOKIA Academy plan 2011 Regular training session of both Soft and Product skills. Content localization for recipient like SRs & FRs Leadership training for team leaders Basic communication to relevant people Basics of Mobile technology with hands on training. Understanding Necessary acronyms (update version) Resuming In store training Monitoring & evaluation matrix for promoters. Ins & outs of Device Video tutorial (for remote usage) Consumer education platform
- 7. Training Roadmap 2011 Refreshers session on every Product before (w-1) sales start Engagement with key stakeholders i.e distributors. Alignment of FF operation with NOKIA academy Keeping Q2 activity as regular Localization of Content s keeping aligned with market response. Q1, Q2 activity will remain as usual. Consumer education platform will start. 2012 & beyond Quarter 4, 2011 Quarter 3, 2011 Quarter 2, 2011 ROADMAP NOKIA EA
- 8. Training Calendar 2011 (May-Aug) Soft Training resumes with new promoters 14 A-Z tray initiates 14 14 Regular product & soft Training. “ Communicate” “ Inside out 1.0 ” Regular product & soft Training. “ Lead out loud” Tech ex. “ Inside out 2.0” Video Tutorial 14 Regular product & soft Training. “ Inside out 2.1” Q²: efficiency meter Bronze Silver Gold May June July Aug 4 Session Completed 0 0 0 0 0 0 26 0 0 26 0 14
- 9. Reform is an essence Reforming our way of doing things. Creative & positive way of thinking. Non verbal behavior improvement. Extension of people coverage in formal training. Training Contents localization responsive to Bangladesh market. Own handy mystery audit in absence of formal mystery audit. ( at least once/ quarter)
- 10. Leading from the front Leadership training for TLs, Senior promoters & concerned distribution FF. Contents will be developed locally with a blend of Mobile technology. One day session with real life demo. Session timeline: Once / year.
- 11. Catching the tone of success Basic communication training covers: Verbal communication. Written communication. Professional communication guideline. Time management for delivery and meeting deadline for providing essential service. Non verbal communication and its impact. Basic Microsoft office usage technique. Session Timeline: Once/quarter Participant group: AFMO,TLs, Senior promoter,
- 12. Infinite learning This project aims for providing ample knowledge level on currently used acronyms in mobile technology. Knowledge on mobile technology can set the pillar for promoter to be more confident in KSM communication. A2Z will have different versions as it will be regularly updated. A2Z will be in Bangla format. Regular POP quiz for promoters regarding this A2Z. POP quiz will run random on sms and will be conducted by TL. Weekly “techexam” in initial 2 months. Update Version: once/quarter, Exam: every week. Participant group: TLs, LMS, Senior Promoter, BPs.
- 13. Practicing to reach perfection The project entirely aims for promoter group to have hands on knowledge on different devices available in Bangladesh market. It has 2 parts: Hands on experience on NOKIA ranges. Regular awareness on different competition mobile device. Hands on Experience on NOKIA ranges involves: Email set up, UI, Platforms, customization of HS, Graphics, Social networking, OVI set up. Chit codes for WOW impact. Gear knowledge. Up to date on competition devices involves: Tech used in completion, comparison on basic and value added applications. Market offer on device. Update : Regular. Session: Once/every week. (in store and/or Market Express office) Participant group: TLs, LMS, Senior Promoter, BPs.
- 14. Assessing our own This is an attempt to quantify the quality parts of NOKIA academy Assess training and learning under some qualitative hypothesis. Variables on different qualitative factors will be in consideration. Parameter of judgment: Whether sales of ranges (pre decided) increased or decreased? Whether consumer experience in NBR outlets has improved or not? Whether services activation target achieved or not? Mystery audit results- any improvements? Soft audit ( run by Market express, randomly on BPs) Tool: Microsoft excel
- 15. Calling…..Astounding results By August 2011, we are pretty much hopeful to stick on to basics and rating will be astounding Fundamental knowledge Training sessions, learning adaptation Dissemination of KSM NVC Consumer experience 50% 60% 50% 30% 55% Fundamental knowledge Training sessions, learning adaptation Dissemination of KSM NVC Consumer experience 75% 90% 65% 60% 65% Current rating based on observation
- 16. Thanks