People Development – Aidias Consulting Group follows the principle that happy, well-trained and disciplined employees create customer delight. Continuous training with a strict implementation protocol can transform teams with mediocre talent into teams capable of delivering customer experience beyond expectations. The structured people development approach adopted by Aidias Consulting Group includes:
Periodic HR audit is recommended for organizations with large teams, such as those in BPO, KPO and education industries, where the number of levels between senior management and the lowest level of hierarchy is wide. Assessment of individuals against their roles, identification of resources with the potential to grow, and identification of functional and behavioural training needs are imperative for organizational growth. ICA Eduskills, a vocational training organization with a large franchisee network, and Pinnacle Infotech, a KPO and global leader in BIM services, have benefitted immensely from this HR audit service.
Aidias Consulting Group believes that the HR function in any organization should be governed by practical policies. The larger an organization becomes, the greater the need for managing the HR function through transparent and practical HR policies. Aidias Consulting Group develops HR policies based on three dimensions: the business ecosystem of the industry in which the organization competes; the organizational structure and hierarchy; and the culture of the organization. Shyam Steel Industries and ArcVac Forgecast have benefitted from the HR policies created by Aidias Consulting Group.
Aidias Consulting Group takes pride in its ability to conceptualize and execute training programmes for individuals across the hierarchy, from the doorman to the Chairman. More than 200 organizations across industries and geographies have chosen Aidias Consulting Group as their training partner. A particularly relevant case is the training of staff members of CEAT Shoppes across India, who have been trained since 2017 in communication skills, customer service, product knowledge, use of technology for customer service, and 5S for improving efficiency and effectiveness at the Shoppe. This continuous association with CEAT Tyres establishes the efficacy of the training intervention in improving customer experience and increasing the contribution of replacement tyre sales from exclusive stores.
Aidias Consulting Group is governed by strong underlying philosophies regarding training interventions. Training must impact business results, and this can be achieved by taking the learner through a structured journey. In this journey, the learner must implement the lessons learnt during training at the workplace. However, the supervisor of the individual must demand the change that is needed. T-O-R-C-H™ is a proprietary tool developed and deployed by Aidias Consulting Group to execute this post-training supervision process. It guides both the learner and the supervisor in embracing and implementing the changes based on the learning. ILS Hospital has benefitted immensely from this methodology to improve service levels across different hospitals.
“Training must impact business results” is what Aidias Consulting Group believes and pursues. The metrics for improvement are selected based on the nature of the training intervention. Peerless Hospital in Kolkata measured improvement in the overall patient satisfaction score based on feedback forms submitted by patients who were hospitalized for treatment. The training was imparted to nursing and other non-clinical staff who were directly responsible for providing the customer service experience to IPD patients.
