EFQM Education Community of Practice 1Budapest, 08 May 2003

László VargaLászló Varga Head of Training Departement - HRHead of Training Departement - HR

Westel Mobile Telecommunications Co. Ltd.Westel Mobile Telecommunications Co. Ltd.

Training and Training and Development at WestelDevelopment at Westel

08 May 200308 May 2003

EFQM Education Community of Practice 2Budapest, 08 May 2003

•Our culture and the contribution of our Our culture and the contribution of our people is seen as one of the key, people is seen as one of the key, sustainable, sources of competitiv sustainable, sources of competitiv advantage.advantage.

•Training is developed in line with the Training is developed in line with the strategic and business plans of Westelstrategic and business plans of Westel•Quality policyQuality policy•Training policyTraining policy

EFQM Education Community of Practice 3Budapest, 08 May 2003

The training processThe training process

•PlanningPlanning•ImplementationImplementation•AssesmentAssesment•RewiewRewiew

All these tasks are carried out by theAll these tasks are carried out by the

Training DepartementTraining Departement

EFQM Education Community of Practice 4Budapest, 08 May 2003

Sources of training Sources of training requirementsrequirements

•Performance appraisalPerformance appraisal•Interviews with managersInterviews with managers•Requirements identified throughout the Requirements identified throughout the yearyear•Recommendations from educational Recommendations from educational institutionsinstitutions

EFQM Education Community of Practice 5Budapest, 08 May 2003

Interlinked training modulesInterlinked training modules

•General modules involving all areasGeneral modules involving all areas•Special professional modules focusing Special professional modules focusing on on specific areasspecific areas

EFQM Education Community of Practice 6Budapest, 08 May 2003

General trainingGeneral training•OrientationOrientation•CommunicationCommunication•MotivationMotivation•Conflict managementConflict management•EmpowermentEmpowerment•Grade competencyGrade competency•Talk-technicsTalk-technics•Interview technicsInterview technics

•Performance appraisalPerformance appraisal•Foreman trainingForeman training•Project managementProject management•Problem-solvingProblem-solving•Presentation techniquePresentation technique•Workshop leadingWorkshop leading•Train the trainersTrain the trainers•Team buildingTeam building

EFQM Education Community of Practice 7Budapest, 08 May 2003

Special professional trainingSpecial professional training•CommunicationCommunication

(sales, customer service,(sales, customer service, professional telephone professional telephone connection, call centre, connection, call centre, sales technics)sales technics)•secretary course,secretary course,•segmented customer segmented customer treatment,treatment,•on-the-job regional on-the-job regional training,training,

•conflict and crisis conflict and crisis management,management,•Equipment and value-Equipment and value-added servicesadded services•Training for the mentor Training for the mentor networknetwork•Training for the „MM” Training for the „MM” networknetwork•Indirect salesIndirect sales•Car kitCar kit installationinstallation•Service partnersService partners

EFQM Education Community of Practice 8Budapest, 08 May 2003

Orientation trainingOrientation training•History of WestelHistory of Westel•General informationGeneral information•TQM at WestelTQM at Westel•Telephone bahaviourTelephone bahaviour•Job safetyJob safety•GSM: the networkGSM: the network•GSM: the SIM card, the GSM terminals and Westel searvices!!!GSM: the SIM card, the GSM terminals and Westel searvices!!!•The process of sellingThe process of selling•The subscriber`s billThe subscriber`s bill•Basics of using PC, computer network, e-mail and intranetBasics of using PC, computer network, e-mail and intranet•Testing knowledgeTesting knowledge

EFQM Education Community of Practice 9Budapest, 08 May 2003

Teamwork Teamwork

Teamwork is an essential „success Teamwork is an essential „success factor” of the Westel’s culturefactor” of the Westel’s culture

– Indoor teambuilding– Outdoor teambuilding– Matrix teambuilding

EFQM Education Community of Practice 10Budapest, 08 May 2003

FrontlineFrontline

We attach special importance to areas We attach special importance to areas which have direct contacts with which have direct contacts with customers.customers.

We employ dedicated trainers focusing We employ dedicated trainers focusing on these areas (customer service, on these areas (customer service, sales).sales).

EFQM Education Community of Practice 11Budapest, 08 May 2003

Other learnig opportunitiesOther learnig opportunities

Westel supports people who seek Westel supports people who seek external, e.g. post-graduate training, external, e.g. post-graduate training, providing 50% of the costs if at least providing 50% of the costs if at least some of the knowledge acquiredsome of the knowledge acquired is is applicable with the company.applicable with the company.

EFQM Education Community of Practice 12Budapest, 08 May 2003

Westel Training CentreWestel Training Centre

Various training programmes can be run Various training programmes can be run in ideal conditions.in ideal conditions.

EFQM Education Community of Practice 13Budapest, 08 May 2003

Mobile trendsMobile trends

Voice >>> DataVoice >>> Data

Mobile MultimediaMobile Multimedia– Mobile picture and video transmission– Content services– Services and terminals come on the

market in a short time– Sales and customer service learning

process must be shortened

EFQM Education Community of Practice 14Budapest, 08 May 2003

Practice in WestelPractice in Westel

•InnovationInnovation•PacePace•ContinuityContinuity

Education has a key roleEducation has a key role

EFQM Education Community of Practice 15Budapest, 08 May 2003

Mentor networkMentor network

Call centre and showroomsCall centre and showrooms

Tasks:Tasks:– Training the trainees– Regular vocational trainings– Network based communication and

knowledge sharing

EFQM Education Community of Practice 16Budapest, 08 May 2003

E-learning at WestelE-learning at Westel

EFQM Education Community of Practice 17Budapest, 08 May 2003

E-learning applicationsE-learning applications

Synchronous

Asynchronous

Test program

LearningM

anagement

System

EFQM Education Community of Practice 18Budapest, 08 May 2003

Thank you for your Thank you for your attention!attention!