ITC follows coaching methodology in training their employees .coaching of employees depends on sector in ITC,like coaching for hotel management in ITC is of 18 months where as for a team leader in ITC is of 2 months.Basically number of days for coaching of an employee in ITC depends on the sector and job.ITC believes in continuous learning . ITC Hotels Ltd which has collaboration with Starwood Hotels is running Six sigma successfully. Six Sigma (SS) is an important management tool in business that many companies are using worldwide to strive for perfection.
The tool enables the organization to continuously improve its work culture and processes. By using SS as a training tool hotels can achieve customer satisfaction and delight. In hotel industry customer interaction is imminent almost all the time.
Environment of coaching in ITC ,
* They have a training and development center named EPICENTER. This epicenter is a place where they sharpen there skills ,foster innovation and encourage freedom of thought.
* These epicenter is highly sophisticated equipped with a range of advanced facilities such as:
* A 70-seater lecture theatre .
* A 50-seater lecture theatre .
* Two 20-seater classrooms synchronized with the main lecture theatre.
* A 15-seater conference room with video conferencing facilities.
* Each lecture theatre and classroom is equipped with state of the art audio visual systems.
* Well stocked library with adequate titles and periodic magazine subscriptions.
* Profile of trainee :
* Either gender with caring attitude.
* Overall good performance in the college and school.
* Must possess leadership qualities and common sense.
* Flexible and extrovert nature with command over language.
* Hard working and willing to take risks.
* Candidates will be selectes on the basis of interviews ans tests.
* Training sessions are conducted in classrooms .Business games, simulations,team building exercises and live case studies are used to develop problem sloving skills and their personality. * Individual and group counseling is provided to impart holistic management education. * The sessions are a blendof leactures workshops , factory visits, self study assignments ,market surveys,case studies,role plays,group discussions and practical lab sessions.
Employee training :
Technical training typically includes basic skills for new employees such as programming language skills, OS principles, SE principles and specific technology expertise related to various technology areas. Along with technical training, we also provide a comprehensive certification program where employees can choose from a multitude of technology areas. Behavioural training includes soft skills development sessions for the employees. These workshops include training in
* Leadership skills
* Customer delight
* Communication skills
* Time management
* Creativity and innovation
* Team building exercises so on .
It is also very important that employees have a domain understanding of the business areas they work in. In this regard.
e-learning:
* ITC provides e-learning platform titled ‘PROP-EL’ for our growing and global workforce. * Employees across the globe are able to access this system and undertake training in a variety of subjects at their own time and pace. * They can also participate in assessments of their capabilities online.
PERFORMANCE APPRAISAL:
Performance appraisal is a very important tool in any workplace. It helps in evaluating the behaviour of the employees in the workplace. It includes both the qualitative aspects of the job performance. It evaluates a person systematically including his on the job performance and his potential for development. It is a continuous process and its responsibility is totally on the supervisor. The supervisor makes sure that the work is in its place, he or she keeps a check on employees as to how the task assigned to them is performed. The supervisor tries to find out the weak points and try to cope up with the challenging situations. This process in an organization faces certain limitations like Halo effect, Error of comparison, Personal Bias, Leniency and incompetence of Appraiser. To make the process most effective the organizations should set clear defined standards, mutual understanding, selection of the right appraisal tool and constant review and feedback.
Process of Appraisal: The performance appraisal systems were formally communicated to the employees. Employees were well aware of the parameters of performance and also were satisfied with the systems. The performance appraisal system is based on the assessment sheet. The parameters of the sheet include: knowledge of work, planning organizations, delegating work, initiative & drive, personal efficiency, dependability, leadership, cooperation, honesty integrity, quality of work, punctuality, six sigma contribution. The parameters were assessed on a scale of outstanding, above average, average, below average. The performance is appraised by both appraiser and appraisees, Head of department, personnel manager and general manager. The sheet would contain information from all of the above.
Appraisals are conducted yearly, in the month of February and March. The process takes two weeks to complete. The appraisal depends on mainly the strength and weakness of employee and means to enhance quality of work of employee. The award system for appraisal is also in place. The head of department will decide the most deserving candidate for award. Performance Appraisal was found to be a two way process in the hotel, with the employer and the employee being equally involved in assessment. The process was designed to facilitate discussion and mapping of future goals and growth plans.
The implementation of the performance appraisal process determined promotions, increments, training and development needs and best employee awards. The process differed across different levels; a combination of methods was used. It was clearly an annual process. In case of severe deviations from the expected standard, the employee was given a warning letter, terminated, increments were withheld, promotion withheld and in some situations employee is referred for further training and development. Balanced Score Card: ITC kakatiya successfully uses Balanced score card method for its appraisal. Balanced scorecard was prepared on FIVE parameters, which are as follows:
1. Customer perspective
2. Financial perspective
3. Internal perspective
4. Employees perspective
5. Social perspective
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