Attitude makes or mars an individual's performance: Attitudinal orientation of people has to go hand in hand with knowledge enrichment and skill enhancement to ensure sustainability of the reform program. DRUM envisions creation not only best-in-class structure, systems and processes in a utility but also the internalisation of the center of excellence paradigm amongst the people who will usher in the change. Therefore, DRUM team imparted behavioural training amongst the people in the counter part sites. A multi-phase Behavioral Training program was rolled out in DRUM pilot sites at Aurangabad (MSEDCL), Umreth (MGVCL) and Dodaballapur (Bescom). |
Emotional quotient catalyses change: As field implementation under DRUM gathered speed, a need was felt to catalyze and sensitize the people to herald and embrace change not only in their functional accomplishments but also attitudinally in their feelings, thoughts and actions. DRUM team developed different modules tailored to needs of three specific tiers, leadership, tactical and operational, of the counterpart utilities for bringing in planned interventions in the behavior, attitude and performance of the people at the pilot site. Three different training packages, each meeting needs of three different tiers as outlined below were rolled out:
- Leadership Tier : This tier included Chief Engineer, Superintending Engineer and Executive Engineers/Deputy Executive Engineers/Sub-Divisional Officers
- Tactical Tier : This tier included Junior Engineers, Accountants and Supervisors.
- Operational Tier : Linesmen, gang-men, Meter-reader & other Field Staff, Office Assistants etc. (approx strength:60-70)
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The overarching goal of the behavioural training was to help individual employee renew emotional contract with his or her surrounding and other team members which would spur him or her to raise the bar of his efficiency, effectiveness, expertise and imbibe new experiential learning. With the objective, an attitudinal training program has been designed to impact all levels of the staff at each pilot site. Beginning with an appeal to the people to do a self-discovery, the program seeks to foster a spirit of customer orientation and seamless change-navigation.
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| The broad objectives of this capacity building assistance to the people of the pilot site were : |
- To support and facilitate sustained change
- To introduce new ways of thinking
- To reinforce business bias amongst people
- To help people continually assess organizational issues and trends for improvement
- To create new awareness towards customers’ needs and expectations
- To help people acquire new management tools
- To internalize the concept of center of excellence at the DRUM pilot site
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