LEADERSHIP PROGRAM FOR POSTMASTERS AND MANAGERS UNDER ITEC FUNDING

 

Program Dates:                             25th January to 5th February,2010

Program Duration :                     Two weeks

No. of Seats :                                  30

Program Venue:                            Postal Staff College India, Ghaziabad

Postal Address of the Venue:    Postal Staff College India,

                                                            CGO Complex,

            Ghaziabad-201002

            Uttar Pradesh

            India

 

Target Group :                                Post Managers who are incharge of a Region / Post Masters of medium of large post office with a minimum of two years of service. Participants must have working experience in a post office.

 

Leadership Program for Post Master’s and Post Managers of Postal Organisations of Africa

Week I

Session

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

 

09-30 – 10-30

 

Inauguration

(About the program, introduction to PSCI - Know your partner Exercise to familirarise the participants.

 

 

The Big Picture – Post’s today’s and the future of Posts.

( Key Learning – To be able to develop a model post office which will meet the future challenges)

 

 

 

Project Arrow – the concept , operationalisation, documentation,  success and areas which still need improvement.

( Key Learning : Appreciation of the Program of India Post to make post offices customer friendly)

 

My Post Office as a  Model post office –

( Key learning - writing KPIs for a model post office )

 

Monitoring the Project –

( Key Learning: Creating dashboard for monitoring KPIs) 

 

Visit to Project Arrow Post Office in Agra.

 

Sightseeing

 

 

 

Local Sightseeing

 

10-45- 11.30

 

11.30-12.30

 

 Country Presentations – Presentation by each  participant on attached template.

Presentation on the Data Extraction Tool used in Project Arrow for monitoring.

 

12.30-13.30

 

13.30 – 14.30

 

Lunch

 

Lunch

 

Lunch

 

Lunch

 

Lunch

 

Lunch

Lunch Meeting with officers of Project Arrow

 

14.30 – 15.30

 

Country Presentations – continued.

 

 

Customers of the Post : 

(Key Learning - Developing a Citizen’s Charter.)

(Session will include a meeting with local Members of Customer Forum)

 

 

Visit to Project Arrow  Post Office in Delhi.

Meeting with the Change Agents - Getting the Core Right discussion on developing KPIs for Project Arrow.

 

Road map to create a Model post office– ( Key Learning : Preparing  a Gantt Chart  for creating a model post office)

 

Leave for Agra

Stay at Agra

 

Leave for Jaipur

 

Stay at Jaipur

 

Sightseeing

Return to Postal Staff College of India Ghaziabad.

 

15.30 – 16-30

 

16.45 – 18.00

Financial Inclusion and Post Office – India Experience – A Presentation by India Post which brings out how post office can be a vehicle for progress.

 

Week II

Session

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

 

09-30 – 10-30

 

Review of last week, sharing of experience of the visit.

 

Managing Change – Post Master / Manager as a Leader of the Team – Part I - Knowing your self

( Key Learning – Develop a personal plan for  self improvement)

 

Developing a team in the Post Office-

(Key Learning : How to write job descriptions? Conducting team meetings in the Post Office.)

 

Creating the environment for change-

( Key Learning : How to motivate, recognize good performance and rewards at local level)

 

Communications: With the team – ( Key Learning : Giving feedback, How to inform new changes, Practice sessions on listening and questioning skills).

 

Declarations by each participant on how they will put the to use the learning from the program.

 

Departure for home

 

10-45- 11.30

 

 

Model post office – Look and Feel

Meeting the Change Agents for Look and Feel  silo of Project Arrow –

( Key Learning – To develop a blue print for  making the post office customer friendly.)

 

11.30-12.30

 

 

Valediction

 

12.30-13.30

 

 

13.30 – 14.30

 

Lunch

 

Lunch

 

Lunch

 

Lunch

 

Lunch

 

Lunch

 

Lunch

 

14.30 – 15.30

 

 

 

Visit to Project Arrow  Post Office in Gaziabad the experiment point for change–

(Key Learning : Force field analysis for bringing in customer friendly environment in post offices).

 

 

Part II – Know your people – 

( Key Learning – developing a development plan for the personnel.)

 

 

Visit to Delhi Postal HQs –Presentation on India Post the future scenario.

 

 

 

 

Model Post Office – Returns on investments.

(Key Learning- Developing a Balanced scorecard for the Model post office. )

 

Communications:

With customers

(Key Learning : Why empathy is important?

How to make effective presentations for new products and services)

 

Free time for shopping local visits.

 

Departure for home

 

15.30 – 16-30

 

 

16.45 – 17.45

 

 

 

Notes on the program

1.       Country presentation : Each participant will be expected to come prepared with a Country presentation which would be expected to cover the following areas:

a.       Country brief : which would include a brief on the salient features of the country they are representing, what are the features that they would like to highlight ,

b.      Organization brief : which would include the salient features of the organization they are representing, structure, revenue sources, network reach, social commitments, what makes them proud to be a part of their organization.

c.       What is their vision for the future of their Organization?

d.      About themselves

e.      Their role in the Organization

f.        Where do they see themselves in the Vision they have for their Organization?

g.       What are their expectations from this program?

The participants may make their  Country Presentations in any creative format.

 

2.       Background for the program

a.       Project Arrow was commissioned in India Post a year ago. Nearly 1000 post offices are now in the post operative stage. The final target is to cover 4500 post offices.

b.      Project Arrow has brought to focus the need to improve functioning of the post offices. The Post Office is where the action happens with the customers.  If services at the Post Offices can improve the customers of the Post will be well served.

c.       Project Arrow is a useful model for learning as it incorporates the elements of Project Management with the initiatives for improvement.

d.      There are two silos in Project Arrow – Getting the core right which focus on the core functions of the Post Offices i.e, Delivery, remittances, savings bank and customer service; Look and Feel – which focuses on making the post offices a customer friendly place for the common citizen. The initiatives  in this silo include- improvement of infrastructure, branding , technology and human resources. Each of the areas of the two silo is headed by a Change Agent and their team. The two silos are headed by Team Leader.

e.      The project started with a pilot of 50 post offices which was scaled up to 1000. In this process a number of new learning have been acquired  and the learning process is still on as there are still many areas where improvements are to be made.

f.        Project Arrow is a useful model for developing Post Master and Post Managers as leader of the Post Office.

 

3.       Target Group - The program will be most useful for :

a.       Post Master or the Post Managers  who are responsible for running a medium or large post office. The Post Master or Post Manager as a leader should know why change is needed, what is the change required to be made, how to make it and how to implement change, how to involve people?

b.      The Post Master or the Post Manager who are the leaders of the Post Office will need to know :

                                                               i.      Why do we need to change? How does the Post Office connect to the changes in the industry, global trends and the future shape of the post office?

                                                             ii.      What are the expectations of the customers who come to the post office and how to serve them better?

                                                            iii.      What are the changes required?

                                                           iv.      How to manage post offices effectively so that the customers needs are met? How to create a team working environment?

                                                             v.      How to sensitize personnel of the post office to change ?

                                                           vi.      How to develop oneself to lead the change?

c.       The program will bring in best practices developed during Project Arrow, simple tools from Project Management and be a platform for sharing of best practices of the participants postal administrations.

 

4.       Methodology :

a.       Training sessions will include sharing of information, knowledge sessions, practical exercises, video clips, discussion with the Change Agents of various silos of Project Arrow.

b.      Visits to the Project Arrow Post Offices and also to the Postal HQs in New Delhi. There will be interactions with officers who have worked on the Project and also who are still working on Project Arrow. This will make the program practical and more hands on. Participants can see for themselves what are the success and what areas need to be improved.  

c.       Participants will need to engage in discussions and interact with the resource persons and trainers in order to achieve the tools and models to be prepared in the key learning.

d.      Participants will participate in games and exercises which they can on return use for implementing the road map for change.

 

5.       Study Tour - In the intervening weekend,  a study tour has been organized on 30th and 31st of January 2010. This covers some  important tourist sites in the cities of Agra and Jaipur. During the study tour, participants will visit Project Arrow Post Office and meet the mentors for these offices.

 

6.       Course material will include pre selected books and material on Project Arrow.

 

7.       Declaration at the end of the program is a useful format for participants to identify their learning and the applications from the learning. It is also serves as a useful feedback tool for the trainers.

 

8.       Two presentations on India Post have been included , namely, The Future Plan of India Post to induct technology and network 150,000 post offices in the country ,and , the role played by the post office in Financial Inclusion.

 

9.       The Resource Persons for the program will be drawn from the Managers of India Post and the faculty of Postal Staff College, India and Directors of the Postal Training Centers.