Excelsior Correspondent
NEW DELHI, July 29: The sustainable, cost-effective training movement called Project Chetna meaning ‘awakening’ conceptualized by Indian Oil for its retail outlet customer attendants has received the international recognition from the Association for Talent Development (ATD).
The award given at Orlando USA was received by Sandeep Sharma, Deputy General Manager, Indian Oil Institute of Petroleum Management and Shailesh Tiwari, Chief Human Resource Development Manager, Indian Oil.
Indian Oil conceptualized and implemented Project Chetna with the goal to train about 3,00,000 customer attendants deployed in the company’s 24,000 retail outlets across the country.
A structured training module was developed covering basic product knowledge, process training, automation, safety, communication and life skills. The training was imparted through retail field executives.
The objective of this training project is to develop the positive outlook of customer attendants towards their job and courteous behaviour towards customers. By the end of FY 14-15, Corporation has trained close to 400 field officers who in turn have imparted Project Chetna training to more than one lakh customer attendants pan India.
In its citation, ATD recognized Indian Oil’s Project Chetna practice as an excellent initiative with the potential to have far reaching impact on services at retail outlet as well as to groom field officer to be more knowledgeable, sensitive and good mentors.
IndianOil has also developed ‘Total Dealership Management’ programme which is conducted in association with Department of Management Studies, IIT, Delhi and SJ Mehta School of Management, IIT, Bombay. The training program covers topics on self development, communication & team building, understanding customer orientation, employee management & best business.
Follow our WhatsApp channel