DHL - Orientation Process, Orientation Program for Work Place along with Supervision - Example

Executive Summary DHL has been performing in the express mail business and been able to successfully deliver the service by ensuring quality. DHL has followed an induction program which has ensured that they are able to acclimatize with the surrounding and with supervision in the field of orientation the value has multiplied manifold. The report here presents the manner in which DHL deals with it orientation program and also the manner it has supervision in the program. The report also highlights the problems faced by DHL in the orientation program. It then highlights the orientation program which will help to improve the efficiency of the orientation program. The report then presents the materials that needs to be provided along with the recommendation that will help to improve the efficiency of the induction program. Contents Introduction 3 Purpose of the report 3 Background about the company 3 Orientation process in DHL 4 Supervisory orientation under training in DHL 4 Problem with the orientation program 5 Orientation program for work place along with supervision 6 Written Materials to be provided 8 Other Materials to be provided 8 Recommendations 9 Conclusion 10 Reference 11 Introduction Orientation and supervision both plays an important role and helps to shape the manner in which an organisation performs. This helps to ensure that the objective of the organisation is achieved easily and the efforts are directed in the right direction. The report thus helps to present the manner in which DHL was able to integrate its orientation program for the new comers and the supervisory process for effective management. Purpose of the report To identify the orientation program for new comers at DHL which deals with training and then supervisory training To identify if the particular program had any problems To develop an orientation program which included written an other materials provided to the new comer along with supervision for the same program To recommend ways to train the supervisor Background about the company DHL is a company providing express mail services across various countries. Since 1969 the company has grown and expanded its reach over the entire globe. The company has been successful and their FedEx services have gained popularity. DHL has also ensured that special attention is paid while hiring and conducting the orientation program by giving special attention to timely deliveries. Functioning in the service industry has made DHL look into this factor and ensure proper management. (DHL, 2010) Orientation program in DHL DHL while designing their orientation programs lays stress on service quality. The new person is send across various functions and it is ensured that he is able to understand the requirements of the different sections. The newly hired person receives “four to six weeks of training which includes a meeting per week where they are told about important areas, monitoring for an hour and continuous feedback per week and finally two weeks of up training where they are to directly deal with the customers”. (Alexander, 2007) The company lays stress on one to one teaching and ensures that the person is listened and his queries solved. DHL also ensures that during the orientation programs the person hired works on “soft skills as they have to deal with the customers and it is vital”. (Alexander, 2007) The orientation programs thus aims to achieve the basic foundation which will be needed for the company to deliver on its services. Supervisory orientation under training in DHL The increase complexity in the field of supervision and its wide usage especially in orientation programs have made business units develop tools and mechanism which will render maximum benefit. Supervision due the complexity of its nature has an emotional and mental education related to it. Supervision is looking over a large number of workers and ensuring that they adhere to the required standard set or followed by the organisation. (Smith, 2005) Supervision while imparting training has been ensured by DHL through the “empowerment program where supervisor and manager create an environment where the person has to work and ensure that he works according to the requirements”. (Alexander, 2007) This ensures that the hired person knows what to do. Using supervision while providing the orientation program in DHL has ensured that the new comers are treated in a manner which reduces the risk present in the orientation program and by ensuring a third party it is ensured that conflicts are dealt with. (Mulhauser, 2010) The effectiveness of supervision led training in DHL is also highlighted from the fact that different supervision programs have been designed which works “either in the front end or back end through electronic monitoring” (Markley, Cochran & Buck, 2006) to ensure that supervision is sound. This ensures that training is under constant watch and the strong and weak areas are identified easily. Problem with the orientation program The problems encountered with the orientation program and the supervision led training for DHL is as follows Orientation and supervision led training needs to be conducted at situations when the supervisor is at his best which might get affected by external factors. (Kevin, 2010) These external factors affect supervision and the unwillingness on the part to act freely due to past learning’s is making the emotional and mental education a waste. Orientation programs requires “to act in a particular manner which creates complexity in the supervisory process” (Scout, 2002) as adhering to the regularities forces the supervisor to continue with the past experiences thereby making the process of supervision ineffective in DHL. A supervisory led training program requires acting in a free manner at times leads towards damaging the ethical violations. (Walker & Clark, 2009) Creating boundaries will force the supervisor to function within those but this will again contradict with the willingness to act freely thereby creating an ethical dilemma? This is serious concerns which DHL faces which is hampering their induction process. Orientation program for work place along with supervision The orientation program under the supervision of a supervisor needs to ensure that it is drawn in a manner which allows the newly hired to demonstrate his skills and don’t succumb due to external pressure from the supervisor. The orientation program should begin with a warm welcome which will ensure that the person is comfortable and feels at ease. This will ease out the nervousness and will allow the person hired to demonstrate his skills. The person hired should be clearly stated what he has to do and the manner in which he can achieve it effectively. Also measures should be taken to listen to the hired person so that the queries are solved and better coordination and communication takes place. (All business, 2010) The person hired should also be communicated about the bigger picture of the vision, mission and his role and also his supervisor so that the person is clear on the goals and is able to deliver on the required circumstances. The person should be made aware of the policies and work culture this will make the external setting comfortable and will make the person hired know the manner in which work is to be conducted. (All business, 2010) DHL should then ensure that on the job and off the job training is provided. On the job is where the person responds directly to the customer but is monitored by the supervisor. This will help to deal with the actual problem in hand. Also creating situation where the person has to show his presence of mind in dealing with matters should be created as this will improve efficiency and will ensure that the person is able to deal in difficult situations. Off the job training should be where the person is provided reading materials, CD, scorecard template showing the performance and continuous feedback. This will ensure that the person learns about modulation of voice, the clarity while speaking and other areas as they have to come in direct contact with the customer. Also providing the material will ensure that the objective is clear in their mind and they are able to deliver accordingly. Including supervision along will help both the person and the organisation as it will guide them and ensure that the person is able to pick up things and use it to develop himself. The entire induction program should be distributed in such a manner that it helps to touch all areas at the same time provide an insight to areas which hold prime importance. The orientation program should thus include all the basic requirements which will help to transform the manner in work is to be carried out and guide the new comer. Written Materials to be provided While designing the induction program it is important that materials which are useful and can help the employees to perform their duties better are provided with as it will simplify the manner in which work is done and also help to find out what is expected of them. The employee should be provided with comprehensive course manual. This will contain all the vital information relating to the company and the manner in which the orientation program will ne conducted. It will also highlight the areas which the company is concentrating on and provide valuable information related to the work culture, polices, vision, mission and other statements. (RCCSP, 2010) The person should also be provided with a coaching discussion planner tool which will lay stress on the coaching plan and the manner in which the compensation will be provided. Along with it a Standard Operating Procedure Manual should be provided which will help the employee the manner and standard which he needs to follow. This written material will help the person understand the manner in which he needs to function and will act as a basic stone for his growth in the organisation. Other Materials to be provided DHL along with the written material should also give in additional material which will ensure that all vital information is touched upon. Disc should be provided which will help the person visualise the manner in which the person deals with the customer thereby help to understanding the body language, movement of body and voice modulation thereby enabling to deal with customer in the future. Various score guidelines like skill analysis template, phone screening template, skill gap analysis template and others should be provided. (RCCSP, 2010) This will help the person to gauge his qualities and also help to understand the lines on which he needs to perform. This will also help the person understand the areas he needs to work on. Phone screening template will provide the person to listen to his own voice and help him make the necessary changes to match the standards. The orientation program at DHL should ensure that even after the orientation continuous feedback and materials which will help to improve the performance are supplied so that the person is able to improve and deliver better results. Recommendations Based on the induction program followed by DHL and the role of supervision and the changes in the newly designed induction program the following recommendation will help DHL improve their business DHL should ensure that more supervision training is provided to the employees so that they are able to understand their job better and this will help to deliver better services to the customer DHL should bring a change in their induction program and ensure that more materials is provided to the employees so that they are able to understand the work culture better and also able to deliver on the required standard DHL should encourage more on and off the job training in the orientation program so that the employees gets adjusted to the surrounding environment which will help to deal with the scenario in a better way DHL should ensure training for the present employees so that the attrition rate falls which will help them to deal with the need of the employees in a better way and ensure that the talent is filled in house. Conclusion DHL thus has been performing well and need to bring some necessary changes in the induction program so that they are able to bring the necessary changes and get adjusted to the changing environment. DHL by bringing the necessary changes will be able to mould the orientation program and will increase the efficiency of the supervision process in the orientation program. Reference Alexander, 2007, “DHL bets on service as a point of differentiation”, Customer service news letter, Alexander Communication Group Inc All business, 2010, “How to create an orientation program”, all business Inc DHL, 2010, “DHL express” retrieved on September 14, 2010 from http://www.dhl.co.in/en.html Kevin J, 2010, “Problems in supervision while training and induction program”, La Trobe University, Bendigo Mulhauser G, 2010, “Training in Supervision”, Hounds Mill, MacMillan Publisher Limited, England Markley G, Cochran D & Buck G, 2006, “The effectiveness of new intensive supervision programs”, National Institute of Corrections RCCSP, 2010, “Supervision and leadership skills for new contact centre supervisors”, Resource Centre for Customer service Professionals Smith M, 2005, “The functions of supervision”, Encyclopedia of Informal Education, updated on September 2009 Scout J, 200), “Problems in supervision while training”, Religious Education, Volume 17, Issue 3, page 220-223 Walker R & Clark J, 2009, “Heading off boundaries problems”, American Psychiatric Association, Volume 50, page 1435-1439 Read More