Objective

To reinforce the knowledge about the upgrade happening in automation while improving skills of the DSM/W to create a unique customer experience.

Centum 5D Approach

To achieve the objectives, Centum Learning deployed its proprietary 5D approach:
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DEEP DIVE

NDS

  • Market Visits – Operation and Content Team conducted market visits and gathered competition information before creating content for the training program
  • Understanding – Ensured understanding of the new market segment that our client was focusing on
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DIAGNOSTIC

The finding identified are broadly categorized as under 3 intervention elements:

  • Team Management
  • Customer Handling
  • Customer Service
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DESIGN

  • Design – Designed structured intervention along with role plays and parameters
  • ‘Dus Kadam’– Structured Pre-Work covering DSM ‘DUS KADAM’ designed and got approved by our client

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DELIVER

  • Geography – The program covered 100+ Outlets in 18 territories across 05 States
  • Total coverage – No. of DSM/W (1922) and No. of Retails Outlets (123)
  • Knowledge Sessions – Centum conducted Classroom Training explaining importance & implementation of DUS KADAM
  • Role Plays – Also conducted multiple role plays for smoother understanding of Role Holders to understand effects of DUS KADAM better
  • On the Job Observations and feedback
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DRIVE OUTPUT

  • Clear growth demonstrated across interventions, both in knowledge as well as ‘DUS KADAM’ process
  • Improvement reported from 62 to 94% from OJT1 to OJT6 for the cleanliness of washroom parameter, 79 to 86% for drinking water arrangements and 59 to 77% in forecourt area arrangement for the BLR region