UrbanClap Training and Development

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The document discusses the process of training need analysis and designing a training program for cleaning professionals.

The document is about training need analysis and designing a training program for cleaning professionals at Urbanclap.

The different phases of training program design discussed are deciding basics of training program, focus area of design, timeframe, location, level, method of interaction and trainer.

TRAINING & DEVELOPMENT

URBANCLAP

Submitted By: Group 3

Jayant Khurana | Kartik Gupta | Pentela Naga Santha Kumar | Pranjul Rai
Satyaki Chakraborty
Table of Contents
Acknowledgement
Introduction
Organization Overview
Organization Chart
Needs Assessment
Organization Support
Organization Goals
Department Goals
Clues for Training Needs
Transfer Climate
Resource Analysis
Requirement Analysis
Defining The Target Job
Choosing The Methods
Determining the Participants and Time-Frame
Anticipated Problems and Resolution
Development of Protocol
Task Analysis
Task Statements:
Task Clusters:
Task Importance:
KSA Analysis
Division Of Tasks Into Knowledge, Skills And
Abilities
KSA Proficiency Level Required
Person Analysis
Critical Gaps In KSAs Identified From Person Analysis
Training Needs
Additional Training Issues
Non Training Needs
Objective Setting
Performance Objectives

PHASE- 2
Introduction
Training Program Design
Deciding basics of Training Program
Focus Area of Design
Timeframe
Location
Level
Method of Interaction
Trainer
Breaking into constituent parts
Detailed Training Plan
Training Plan for Fresh Hires
Training Plan for Existing Service Professionals
Infrastructure Requirement
Alternate Training Plans
Training Evaluation
Level 1: Reaction
Level 2: Learning
Level 3: Behaviour
Level 4: Business Results
Level 5: Calculating ROI
Calculating monetary value of training
related cost
Calculating Monetary value of benefits of
Training Program
Appendix -1
Appendix-2
Acknowledgement

Every accomplishment starts with the right guidance – Keeping this in mind, first and foremost, we
would like to express our earnest gratitude to Prof. Srimannarayana, for presenting us with the
opportunity to pursue a live Training and Development project as a part of his curriculum and
imparting us with the direction to be able to bring it to conclusive results. We would also want to
send sincere regards to Urbanclap team for their continued help and support during the process. We
would like to especially mention the effort invested by Mr. Sarthak Jain, Senior Manager, Strategy,
who helped us to liaison with other functional teams and complete the project via virtual
collaboration.
Lastly we would like to thank all the cleaning professionals who took out time for us to effectively
deliver the results. We would also like to thank vendor partners of Urbanclap, who arranged calls with
us, enabling us to get a holistic view of the Training and Development requirements of the
organization.
It was an enriching experience to collaborate with a start-up and understand the difficulties and
challenges faced by them. We will try to capitalize on the inputs given by every stakeholder and
deliver a Training and Development Program for the cleaning professionals of Urbanclap with due
sincerity.
Introduction
Organization: UrbanClap | Job: Cleaning Professionals
Training and Development Program design for the cleaning professionals of Urbanclap will be
conducted within the framework suggested by Prof. Srimannarayana as a part of Training and
Development Elective Course Curriculum at XLRI, Jamshedpur.
The first phase of implementation will focus on Need Assessment and Objective Setting, which are
covered in the bounds of this report. In the second phase, Program Design and Evaluation of the
program will be presented.

Organizational Overview
UrbanClap Technologies India Pvt. Ltd. is a company that develops and offers web and app-based
marketplace for receiving trusted home and local services on rent. The organization's forethought is
to use technology and smart processes to organize the highly disorderly services market in India and
emerging markets. It aims to be a one-stop destination for all urban lifestyle services.
Founded in 2014 by IIT-IIM and UC Berkley alums, Urbanclap has now expanded to ten cities and
render over 100 services across the broad categories of Repairs, Home Maintenance, Homecare and
Design, Beauty and Wellness and Weddings. It has its presence in Delhi-NCR, Mumbai, Bangalore,
Ahmedabad, Pune, Chennai, Hyderabad, Kolkata & Chandigarh, with its headquarters in Gurugram,
Haryana.

The following services are offered by Urbanclap:

Beauty & Home Homecare &


Repairs Weddings
Wellness Maintenance Design

 Salon at Home  Plumbers  Packers &  AC  Bridal


 Spa for  Carpenters Movers  RO Makeup
Women  Electricians  House Painter  Washing  Wedding
 Massage for  Pest Control  Interior Machine Photography
Men  Home Deep Designers  Microwave  Pre-wedding
 Fitness Cleaning  Architects  Refrigerator photography
Trainer at  Civil  Party Makeup
Home Contractors  Mehendi
 Yoga Trainers Artists
at Home

The UrbanClap platform empower its service professionals to develop in to micro-entrepreneurs by


assisting them in the below mentioned key areas –
Customer Access & Brand | Financing & Insurance | Tech-Led Standardization | Training & Certification |
Purchasing consumables (Spares, cosmetics, paints etc.) needed for service delivery. This facilitates the
service professionals become more organized, and increases their earnings.
Organizational Chart

COO CEO CTO

Business Heads Marketing Customer Product Frontend Backend


per Domain VP Experience VP VP VP
VP

Respective AVPs
AVP
Respective AVPs
Senior Managers
Engineers
Senior Managers
Category Each City
Managers
Managers

Associates

Our project centres around Training and Development needs of the cleaning professional which serve
under the category of ‘Home Maintenance’ under Associates. These Professionals are on-boarded by
the Business Operations Team in every city. The city team is responsible for conducting marketing
activities to increase the number of Professionals associated with the platform. Currently, there are
1300 Professionals across 10 cities.
Once these Professionals are on-boarded, they under-go a mandatory technical training of 5 days.
After this Training, the Professionals are allowed to go live on the app. They receive service requests
from the customer in their region, which they can accept or reject basis their availability. If any
Professional rejects a request, it is passed on to other Professional in the same area.
The number of leads a Professional receives in a day is depended on quantity and quality of the service
he renders, which is determined via mystery customers, audits and customer feedback. With more
number of leads, a Professional can make more income every month as their payment is done basis
credit system at Urbanclap. Sourcing is relied on:

 Word of mouth – Industry should be updated with the value that Urbanclap adds in terms of
Income of the Professionals and their customer reach
 Facility Management companies- Urbanclap partners with facility management companies in
order to serve its enterprise customers. The freelance cleaning professionals that are a part
of these companies are contacted by Urbanclap team and the model is explained to them. If
interested, they’re on boarded after due background check-up.
 Newspaper Advertising- Advertisements for requirement od cleaners are published in Hindi
Daily Newspapers to reach their community and unions, stating the average income of a
Cleaning Professional with Urbanclap, i.e. around 30k/month if the professional invests 6
hours a day for 25 days a month.
 Kiosks – Kiosks are set up in the area where an existing cleaning work is going on and the
professionals there are explained about the benefits of getting associated with Urbanclap.
Field Auditors act as supervisors to these Cleaning Professionals, who are responsible for monitoring
their on-the-job performance. These auditors have the customer requests schedule and decide
randomly on the Professionals they’ll be monitoring during the day. The Professionals aren’t aware
of the Auditor’s schedule. Every professional is audited twice a month.
Urbanclap aims to transform their current Training Practices in order to make it more holistic.

Needs Assessment

ORGANIZATIONAL SUPPORT

In order to facilitate effective information gathering and ensuring successful implementation of the
T&D Program Design, we collaborated to form a Liaison Team. The team included representatives
from all the departments that interact with or are concerned with on the job performance of the
Cleaning Professionals working under Home Maintenance Service Category, directly or indirectly. The
names of the representatives who were a part of the team are:

1. Mr. Ankit Agarwal, Chief of Staff


2. Mr. C V Sai, Customer Escalation Team
3. Mr. Rahul Kapoor, Partner Experience Team
4. Mr. Sarthak Jain, Senior Category Manager (Home Deep Cleaning)
We were introduced to 15 Cleaning Professionals across 10 cities, with whom we could arrange
telephonic interview to complete the process. Complete cooperation was offered by Urbanclap team
while dealing with unanticipated challenges during the process. The entire training process was
explained to us in great detail and all data requested was furnished by the Liaison Team.

ORGANIZATIONAL GOALS

UrbanClap competes with other home service providers such as Localoye, Housejoy, Helpr, Zimmber,
Sulekha, Justdial, Yellow Pages, etc. and aims to outperform them and become preferred choice both
for Customers and Service Professionals.
Vision – To become number one mobile marketplace for local services and empower 1 million+
service professionals to become micro service entrepreneurs.
Goals –
 To expand into tier 2 cities by the end of 2020
 To acquire new customers, vendors and service professionals
 To increase the reward for Service Professionals, improving the value propositioned to them
 To retain existing customer base and increase their repeatability

DEPARTMENT GOALS

Peak season of the department will begin in the next quarter due to festivals like Diwali, wherein the
demand for cleaning professionals surges. By then, the company aim to achieve the following targets:

 To add 1000 more cleaning professionals by the end of this quarter, i.e September end
 To decrease the churn rate of Professionals from 10% to 5% per month
 To decrease the customer escalation from 6% of the requests handled to 3%
 Increase in target deliveries, focusing on increasing the repeat customers from 3% month on
month to 10% month on month

CLUES FOR TRAINING NEEDS

The preliminary analysis of the churn rate of the Professionals suggests that most of the professionals
drop-out within a month of joining, because of their inability to understand the platform, the
payment system or the credit system of the company. So, in order to align the Training Program with
the departmental goals of Urbanclap, the training should focus on:

1. Subject Training of the platform


2. Understanding of the payment procedures
3. Soft skills & Communication Skills

TRANSFER CLIMATE

The Transfer Climate Assessment for the cleaning professionals was crucial as the customers of the
company are one of the primary stakeholders involved in enabling a positive transfer climate.
Although customers do play a significant role, dealing with customers will be more effective if the
internal stakeholders maintain an affirmative and encouraging outlook towards Training.

The Transfer Climate at Urbanclap was assessed via a questionnaire administered to 8 service
professionals and 3 auditors. The questionnaire was divided into three parts according to the area it
assesses. For the purpose of readability, we will mention the acronym of the categories which are
mentioned in the bracket next to them:

1. Opportunity to use (OU)


2. Supervisor’s Support (SS)
3. Positive Personal Outcomes (PPO)

As the project is executed from a remote location, the questionnaire in Hindi language was shared
with the professionals over the mail, after establishing trust relationship with them. They were
assured that their responses will not be shared with the company. We also gave the professionals an
option to respond to the questionnaire over the call, if it was more preferable for them. This was
opted by 6 of the professionals and all 3 auditors.

The questionnaires are designed in such a manner that they were rated on a Likert’s scale, so that it
is easier to objectively evaluate basis the responses. The scale for rating was:

1- Strongly Disagree 2- Disagree 3- Neutral 4- Agree 5- Strongly Agree

Any negative question’s responses have been written inside a bracket and the average is taken after
reversing their values. The questions were asked as under:
Opportunity to use
Q1. Toolkits and chemicals used during the training had the same composition as that provided during
work
Q2. The training provided is relevant to your everyday job
Q3. The knowledge gathered during training is frequently applied during the job
Q4. Customers frequently demand execution of services differently than what is taught during
training

Supervisor’s Support
Q5. Supervisors give better ratings when the knowledge of training is applied thoroughly
Q6. Supervisors support the professionals in front of the customer when in conflict about the
execution of any process
Q7. An experienced team member is assigned to help the professionals with any problems they face
with their newly acquired skills
Q8. Any action apart from what is taught during training is unacceptable

Positive Personal Outcomes


Q9. Professionals who implement the learnings from training are incentivized by the company
Q10. The training helps the professionals to expand their skill-set

Cate QNo Individual Response Average


gory Rating

P1 P2 P3 P4 P5 P6 P7 P8 A1 A2 A3

OU 1 5 5 4 5 5 5 4 5 5 5 5 4.81

OU 2 5 4 4 5 4 4 4 5 5 5 5 4.54

OU 3 5 5 4 5 5 5 4 4 5 5 5 4.72

OU 4 (2) (2) (2) (1) (2) (1) (2) (1) (1) (1) (1) 4.54*

SS 5 4 4 3 4 4 3 3 5 5 5 5 4.09
SS 6 3 3 4 4 3 4 4 4 5 5 4 3.90

SS 7 3 2 2 4 2 4 5 3 4 5 4 3.45

SS 8 4 4 5 4 5 5 4 4 5 5 5 4.54

PPO 9 4 3 3 4 4 3 3 3 4 5 5 3.72

PPO 10 5 4 5 5 4 4 5 5 5 5 5 4.72

Based on the above mentioned responses, the average score in each category would be calculated:

Category Score

Opportunity to Use 4.65

Supervisor’s Support 3.99

Positive Personal Outcome 4.22

Average Rating 4.303

Inference: The overall average across all categories for 4.303, which indicates that the Transfer
Climate is extremely positive, which implies that the Cleaning Professionals will find it easy to apply
all the learnings gathered during Training and Development Program.

Interview Excerpts with Mr. Sarthak Jain, Senior Category Manager


“Urbanclap is making deliberate efforts towards creating a real experience for the professionals
during their training. We are designing new training facilities replicating a modern house with all the
amenities. The facility will have one hall, three bathrooms, two kitchens and one bedroom. These
rooms will be furnished with a bed, sofas and carpets.”
“Not only this, we have also designed a dirt kit which has items that are found in household and might
leave difficult stains. One experience that we’re planning to add is the removal of hard water stains.
If we are able to add this, it will be very convenient for the professionals when they go and perform
these activities on-site.”
“Of the five days of their training, they are provided with practical experience for three days.”
“We also want to incorporate role plays as a part of our training. This will equip the professionals with
the soft skills that can come handy while dealing with customers. “
Sentiment Analysis
Sentiment Analysis is done to establish the attitude using Natural Language Processing (NLP), text
analysis and computational linguistics to identify and extract subjective information from the data.
The word extracted are compared with the pool of available Opinion Lexicon. The score ranges from
-5 to +5, depending on the intensity of the words used.
Result: As the interview excerpt was scrutinized, it displayed an overall positive score of +1.94
Positive Key-words: Deliberate, Efforts, Experience, Design, Practical, Equip
Negative Key-words: Difficult, Removal, Customers, Dirt

Resource Analysis

Physical – There are a total of 12 training rooms available in the UC Headquarters while 2 rooms in
each regional office. The other infrastructure required is also complete that can help in smooth
facilitation of training

Financial – Although any amount has not been earmarked, we have recommended to allot training
a fixed budget in order to be able to measure ROI after training is completed thoroughly. As there
are around 1300 employees present, an amount of INR 500 is recommended to be kept for training,
which will include the trainer, set-up, material and opportunity cost of serving customers.

Human- There is a training Team at UC with a strength of 15 Trainers and 2 Assistant Managers
overseeing the function. In case all the employees have to be trained at the same time, external
trainers can be hired. If done in batches, internal team can suffice the requirement

Requirement Analysis

DEFINING THE TARGET JOB

The target job selected: Cleaning Professionals in the Home Maintenance Department at
Job Purpose: Core services offered by these professionals are Sofa, Bathroom, Carpet and Kitchen
Cleaning. The Cleaning Professionals are of two categories:
1. SKBC (~ 500 Professionals): Proficient in complete cleaning, i.e., Sofa, Bathroom, Carpet and
Kitchen
2. BK (~800 Professionals): Proficient in Bathroom and Kitchen Cleaning

The incumbents carried out the below mentioned set of duties –

 Accept the request from a customer on the Urbanclap application


 Reach the location on time, greet the customer and briefly introduce oneself to customers
 Understand the requirements of the customer and cross-check with the request they have
raised online
 Inspect the area to be cleaned (S/K/B/C) and identify which stains will not get cleaned after
the process. Explain the reason.
 Wear the protective gear if necessary
 Identify the correct combination of chemicals to be used for the requested cleaning
 Wash and Wipe the area after cleaning
 Dispose all the garbage
 Ask the customers for the feedback and collect the payment
 Encourage customers to leave a feedback on the application

CHOOSING THE METHOD

As the project is carried out from a remote location, certain methods like live observation could not
be used to collect the requisite information for need collection. However, with the cooperation of the
Liaison Team, the following methods were executed:

 Telephonic Interview (preliminary) with the Cleaning Professionals


 Telephonic Interview (preliminary) with their supervisors (Auditors)
 Questionnaire to assess the Transfer Climate
 Interview (detailed) to define tasks and group them into clusters
 Interview with the supervisors to identify the KSAs and map them to each job
 Questionnaire to complete task and KSA analysis

DETERMINING THE PARTICIPANTS

The following approach was taken to select the participants for different parts of the project:

1. Random Stratified Sampling for assessing transfer climate (Professionals)– A list of all the
professionals was shared to us categorized into cities they serve. We picked one professional
from each city at random.
2. Random Sampling for assessing transfer climate (Supervisors) – Three auditors were chosen
at random
3. Liaison team was interviewed to understand the perspective of the senior management with
regards to Training and Development Strategy
4. The questionnaire for task analysis was sent to all the professionals and auditors and the
response sheets were chosen at random to be used for the analysis

The complete list of the participants is as under:


Auditors

1. Mr. Tarang
2. Mr. Prakash Chauhan
3. Mr. Subrata Mukherjee

Cleaning Professionals
1. Mr. Bhaskar Shil
2. Mr. Ravi Dhobi
3. Mr. Govind Kumar
4. Mr. Gyanendra
5. Mr. Shishu Pal
6. Mr. Anup Rana
7. Mr. Shown Ansari
8. Mr. Rakesh Wala

TIME FRAME

The participants were reached out telephonically, after having being informed via the Liaison Team.
They were asked for their time of convenience in order to conduct the interview. Liaison Team
Members were available during their office timings, 10:00 AM to 8:00 PM

ANTICIPATED PROBLEMS

We anticipated the following challenges in pursuing this project

1. One of the major anticipated challenge was scheduling time. As the project is carried from a
different location, there was not one single time frame that ensured the availability of all the
professionals. To mitigate this challenge, we assigned 1-2 professionals per person in the
group. This ensured personal attention was given to each professional in the same amount of
time investment. The recording of the interaction was kept in order to be shared with other
group members. The inferences were drawn collectively.
2. It was particularly difficult to establish trust with the professionals without the physical
presence. Initially, they were reluctant and only gave single word responses. It was only after
multiple discussions revolving around the benefits of the project and assurance that their
responses will remain confidential, they started opening up.
3. Some professionals were also stalling and were not giving the project its due importance. We
had to tell them that their supervisors are also participating and this is one of the platform to
share their everyday challenges.
4. The questionnaire initially prepared was in English, which was later translated to Hindi for
professionals’ better understanding

DEVELOPMENT OF A PROTOCOL

With the approval of the Chief of Staff and constant support from Liaison Team, we were able to
overcome the anticipated challenges and a protocol was designed:

1. Regular emails were sent to the participants to build a rapport. The Liaison team shared the
schedule of the professionals for each day and Follow-up calls were arranged the same day,
in cognizance of their schedule
2. The participants were explained the benefits of participating in the project. A general notion
amongst the participants was they have been chosen by the company to participate in their
exercise, which elicited a mixed response. Our first job was to convince the participants that
Urbanclap is in no way associated with the exercise and the responses will not be shared with
their team.
3. A standard communication was drafted by our team to maintain the uniformity in the
interaction with all the participants:
“We are 2nd years students from XLRI and are pursuing MBA in HR. As a part of our course,
we aim to design and improve upon the Training and Development Activities for Cleaning
Professionals at Urbanclap. For this purpose, we seek your cooperation to understand the job
that is carried out by a Professional, the competencies required for the same and the
challenges that are faced by them in carrying out the job efficiently. Based on your responses,
the need for training will be identified. We would present a set of questions in front of you,
which will measure the effectiveness of current training program. This project will be carried
out in highest level of secrecy and your name or responses will not be shared with Urbanclap
under any circumstances. It is a complete academic study which will have no impact on your
wages, performance appraisal or promotion. The responses will help in designing a Training
Program for the Professionals and thus we expect very candid answers. We’re hoping that the
project helps us broaden our understanding of the subject and deliver a comprehensive
program that can be utilized by the company for a Professional’s benefit.”
4. A list of probable follow-up questions was prepared and shared within our team that
answered standard queries of the participants
5. The results were recorded in an excel sheet and recordings were shared on the drive. Each
participant was assigned a number to avoid any confusion.
6. The group sat together to choose the method of collecting information interpretation of their
responses

Task Analysis

TASK STATEMENTS

After interviewing the Professionals, a comprehensive list of the tasks performed by them was listed.
The below list is drafted under the assumption that the customer requested complete (SKBC)
cleaning:

1. Accept the service requests from customers on the UC app to block one’s calendar
2. Confirm the address with the customer over a call to avoid confusion
3. Understand the requirements of the customer in detail from the app
4. Prepare a kit containing all the necessary chemicals and tools for serving a particular request
5. Ensure that you wear a clean uniform in order to maintain hygiene
6. Reach the location entered by the customer by using a GPS device with the kit
7. Reach the location 10 minutes before the requested time
8. Greet the customer and introduce yourself to the customer
9. Brief the customer about the activities you’re going to perform
10. Inspect the cleaning area to identify the stains that will not get removed after cleaning
11. Inform the customer of these stains backed with a reason
12. Ask the customer for the OTP to begin your job
13. Enter the OTP on the UC app to mark your attendance
14. Clear the area by keeping all the things carefully in one corner to avoid damage
15. Wear the protective gear to ensure your safety
16. Empty the WC and apply R6 on its inner walls
17. Start cleaning from top of the bathroom to the bottom: Geyser>Exhaust>Wall Tiles>Mirrors>
Wash basin> WC using Suma Multi chemical
18. Scrub the hard stains using a microfiber cloth
19. Use micro-duster to clean the glass so that the chemicals don’t leave their mark
20. Clean the floor tiles using a grout brush
21. Clean the wash basin, WC, Tiles with water to clear the chemicals
22. Descale the bucket and mug using a brush
23. Wipe the washbasin with a damp cloth
24. Collect all the garbage in a garbage bag
25. Arrange all the items in their respective place
26. Ask the customer to examine the area before you move to clean the next request item
27. Inspect the area of cleaning to identify the marks which will stay even after cleaning
28. Inform the customer of the same backed with a reason
29. Clear all the almirahs and shelves by keeping the items outside the kitchen
30. Wear a new set of gloves and masks
31. Remove the filter of the chimney and clean it using Suma Grill
32. Clean the cupboard shelves, wall tiles, fittings, sink and slab using Suma Multi
33. Pull the clips at the corners of the modular drawers to clean them
34. Fit the filter back inside the chimney
35. Dispose all the garbage in the garbage bag
36. Wash and sanitize your hands
37. Arrange the items back in their original place
38. Ask the customer to examine the area before you move to clean the next request item
39. Inspect the area of cleaning to identify the marks which will stay even after cleaning
40. Inform the customer of the same backed with a reason
41. Dry vacuum the sofa/ carpet
42. Lay down a newspaper around the Sofa/Carpet to be cleaned to avoid spilling
43. Prepare a Taski TR101 and TR103 solution in a bucket
44. Use a sponge to apply the foam on the sofa/carpet
45. Use a buffering machine to shampoo the sofa/carpet
46. Wet vacuum the sofa/carpet to remove the shampoo
47. Ask the customer to let the sofa/carpet dry for next 4-5 hours
48. Inform the customer that the service has been completed
49. Ask for customer’s feedback
50. Mark the service as completed on the app
51. Check the payment status. If the payment is post-paid, collect the money from the customer
52. Encourage the customer to submit a feedback on the UC app
53. Thank the customer before leaving

TASK CLUSTERS

After cross-checking the list of tasks with the SMEs (Cleaning Professionals), the tasks are divided
into a cluster depending upon the skill required to perform them:
Operating UC App

1. Accept the service requests from customers on the UC app to block one’s calendar
2. Understand the requirements of the customer in detail from the app
3. Ask the customer for the OTP to begin your job
4. Enter the OTP on the UC app to mark your attendance
5. Mark the service as completed on the app
6. Check the payment status. If the payment is post-paid, collect the money from the customer
Customer Interaction

1. Confirm the address with the customer over a call to avoid confusion
2. Reach the location 10 minutes before the requested time
3. Greet the customer and introduce yourself to the customer
4. Brief the customer about the activities you’re going to perform
5. Inform the customer of these stains backed with a reason
6. Ask the customer to examine the area before you move to clean the next request item
7. Inform the customer that the service has been completed
8. Ask for customer’s feedback
9. Encourage the customer to submit a feedback on the UC app
10. Thank the customer before leaving
Maintenance of Compliance

1. Prepare a kit containing all the necessary chemicals and tools for serving a particular request
2. Ensure that you wear a clean uniform in order to maintain hygiene
3. Wear the protective gear to ensure your safety
Setting- Up of Area

1. Inspect the cleaning area to identify the stains that will not get removed after cleaning
2. Clear the area by keeping all the things carefully in one corner to avoid damage
3. Lay down a newspaper around the Sofa/Carpet to be cleaned to avoid spilling
4. Dry vacuum the sofa/ carpet
5. Clear all the almirahs and shelves by keeping the items outside the kitchen
Delivering the Service Request

1. Empty the WC and apply R6 on its inner walls


2. Start cleaning from top of the bathroom to the bottom: Geyser>Exhaust>Wall Tiles>Mirrors>
Wash basin> WC using Suma Multi chemical
3. Scrub the hard stains using a microfiber cloth
4. Use micro-duster to clean the glass so that the chemicals don’t leave their mark
5. Clean the floor tiles using a grout brush
6. Clean the wash basin, WC, Tiles with water to clear the chemicals
7. Descale the bucket and mug using a brush
8. Wipe the washbasin with a damp cloth
9. Remove the filter of the chimney and clean it using Suma Grill
10. Clean the cupboard shelves, wall tiles, fittings, sink and slab using Suma Multi
11. Pull the clips at the corners of the modular drawers to clean them
12. Fit the filter back inside the chimney
13. Prepare a Taski TR101 and TR103 solution in a bucket
14. Use a sponge to apply the foam on the sofa/carpet
15. Use a buffering machine to shampoo the sofa/carpet
16. Wet vacuum the sofa/carpet to remove the shampoo
17. Ask the customer to let the sofa/carpet dry for next 4-5 hours

Tidying Up the place post- service

1. Arrange all the items in their respective place


2. Collect all the garbage in a garbage bag

TASK IMPORTANCE

After eliminating the redundant tasks from the task statements provided by the SMEs, the 43 tasks
were arranged into clusters. To identify the importance of each task, a Likert scale questionnaire was
rolled out to the participants. The scale for rating was as follows:

1- Not important at all 2- Slightly important 3- Important 4-Crucial

The questionnaire was read out to the professionals and their supervisors. They were asked to rate
them as per their opinion on the importance of tasks. The response table is added as an Appendix

The summary of the response table is given as under wherein the tasks highlighted are the critical
tasks which have an importance >=3.5 (which is the cut-off level):

Cluster Importance
S.No. Task Cluster Task
Importance (1-4)

Accept the service requests from


1 customers on the UC app to block 4.00
one’s calendar

Understand the requirements of the


2 3.64
Operating UC customer in detail from the app
3.76
App
Ask the customer for the OTP to begin
3 3.91
your job

Enter the OTP on the UC app to mark


4 3.73
your attendance
Mark the service as completed on the
5 3.91
app

Check the payment status. If the


6 payment is post-paid, collect the 3.36
money from the customer

Confirm the address with the


7 customer over a call to avoid 2.36
confusion

Reach the location 10 minutes before


8 2.36
the requested time

Greet the customer and introduce


9 2.73
yourself to the customer

Brief the customer about the activities


10 3.36
you’re going to perform

Inform the customer of these stains


11 Customer 3.64
backed with a reason 2.87
Interaction
Ask the customer to examine the area
12 before you move to clean the next 3.09
request item

Inform the customer that the service


13 2.73
has been completed

14 Ask for customer’s feedback 2.91

Encourage the customer to submit a


15 2.64
feedback on the UC app

16 Thank the customer before leaving 2.91

Prepare a kit containing all the


17 necessary chemicals and tools for 3.55
serving a particular request
Maintenance of
Ensure that you wear a clean uniform 3.55
18 Compliance 3.55
in order to maintain hygiene

Wear the protective gear to ensure


19 3.55
your safety
Inspect the cleaning area to identify
20 the stains that will not get removed 3.73
after cleaning

Clear the area by keeping all the


21 things carefully in one corner to avoid 3.64
damage
Setting up of
3.80
Area Lay down a newspaper around the
22 Sofa/Carpet to be cleaned to avoid 3.91
spilling

23 Dry vacuum the sofa/ carpet 3.91

Clear all the almirahs and shelves by


24 3.82
keeping the items outside the kitchen

Empty the WC and apply R6 on its


25 3.73
inner walls

Start cleaning from top of the


bathroom to the bottom:
26 Geyser>Exhaust>Wall Tiles>Mirrors> 4.00
Wash basin> WC using Suma Multi
chemical

Scrub the hard stains using a


27 3.73
microfiber cloth

Use micro-duster to clean the glass so


28 that the chemicals don’t leave their 3.82
Delivering the mark 3.73
Service Request
Clean the floor tiles using a grout
29 3.91
brush

Clean the wash basin, WC, Tiles with


30 3.73
water to clear the chemicals

Descale the bucket and mug using a


31 2.73
brush

Wipe the washbasin with a damp


32 2.91
cloth

Remove the filter of the chimney and


33 3.91
clean it using Suma Grill
Clean the cupboard shelves, wall tiles,
34 fittings, sink and slab using Suma 4.00
Multi

Pull the clips at the corners of the


35 3.82
modular drawers to clean them

36 Fit the filter back inside the chimney 4.00

Prepare a Taski TR101 and TR103


37 3.64
solution in a bucket

Use a sponge to apply the foam on


38 3.91
the sofa/carpet

Use a buffering machine to shampoo


39 4.00
the sofa/carpet

Wet vacuum the sofa/carpet to


40 4.00
remove the shampoo

Ask the customer to let the


41 3.55
sofa/carpet dry for next 4-5 hours

Arrange all the items in their


42 2.82
Tidying Up the respective place
place post- 3.32
service Collect all the garbage in a garbage
43 3.82
bag

KSA Analysis

DIVISON OF TASKS INTO KNOWLEDGE, SKILLS AND ABILITIES


Analysis of Knowledge, Skills and Abilities is crucial to identify the requirements for each task clusters,
and will assist in identifying Training needs after completing Person Analysis

Task Cluster Task Knowledge Skills/ Abilities

Accept the service requests


a. Knowledge of
from customers on the UC a. Technical Skills
operating a smart
app to block one’s calendar b. Computation Ability
Operating UC phone
Understand the c. Analytical Skills
App b. Knowledge of
requirements of the d. Ability to plan and
operating the
customer in detail from the manage time
Urbanclap app
app
Ask the customer for the OTP c. Knowledge of the
to begin your job payment system,
Enter the OTP on the UC app credit system and
to mark your attendance company's charges
Mark the service as
completed on the app
Check the payment status. If
the payment is post-paid,
collect the money from the
customer
Confirm the address with the
customer over a call to avoid
confusion
Reach the location 10
minutes before the
requested time
Greet the customer and
introduce yourself to the
customer
Brief the customer about the a. Knowledge of all
activities you’re going to the chemicals and a. Behavioural Skills
perform tool-kits b. Customer handling
Customer
Inform the customer of these b. Knowledge of the etiquettes
Interaction
stains backed with a reason cleaning process c. Communication
Ask the customer to examine c. Knowledge of all skills
the area before you move to the types of stains
clean the next request item
Inform the customer that the
service has been completed
Ask for customer’s feedback
Encourage the customer to
submit a feedback on the UC
app
Thank the customer before
leaving
Prepare a kit containing all a. Knowledge of
the necessary chemicals and mapping the tools
tools for serving a particular and chemicals with
request the activity to be a. Ability to follow
Maintenance
Ensure that you wear a clean performed instructions
of Compliance
uniform in order to maintain b. Knowledge of b. Personal Grooming
hygiene hazardous
Wear the protective gear to chemicals and their
ensure your safety side effects
Setting up of Inspect the cleaning area to
Organizing skills
Area identify the stains that will
not get removed after
cleaning
Clear the area by keeping all
a. Knowledge of
the things carefully in one
operating the
corner to avoid damage
vacuum
Lay down a newspaper
b. Knowledge of all
around the Sofa/Carpet to be
types of stains
cleaned to avoid spilling
c. Knowledge of all the
Dry vacuum the sofa/ carpet
safety procedures
Clear all the almirahs and
shelves by keeping the items
outside the kitchen
Empty the WC and apply R6
on its inner walls
Start cleaning from top of the
bathroom to the bottom:
Geyser>Exhaust>Wall
Tiles>Mirrors> Wash basin>
WC using Suma Multi
chemical a. Knowledge of
Scrub the hard stains using a mapping the tools
microfiber cloth and the chemicals
Use micro-duster to clean with the activities
the glass so that the b. Knowledge of
chemicals don’t leave their equipment
a. Organizing skills
mark c. Knowledge of
b. Ability to use the
Clean the floor tiles using a sensitive objects in
equipment
grout brush households
Delivering the c. Analytical Skills
Clean the wash basin, WC, d. Knowledge of
Service d. Operational Skills
Tiles with water to clear the modern equipment
Request e. Ability to
chemicals and fittings in the
implement the
Descale the bucket and mug households
learnings from the
using a brush e. Knowledge of
training
Wipe the washbasin with a proportions of
damp cloth solutions to be
Remove the filter of the mixed
chimney and clean it using f. Knowledge of
Suma Grill precautionary
Clean the cupboard shelves, methods
wall tiles, fittings, sink and
slab using Suma Multi
Pull the clips at the corners of
the modular drawers to
clean them
Fit the filter back inside the
chimney
Prepare a Taski TR101 and
TR103 solution in a bucket
Use a sponge to apply the
foam on the sofa/carpet
Use a buffering machine to
shampoo the sofa/carpet
Wet vacuum the sofa/carpet
to remove the shampoo
Ask the customer to let the
sofa/carpet dry for next 4-5
hours
Arrange all the items in their
Tidying Up the a. Organizing skills
respective place
place post- NA b. Ability to clean the
Collect all the garbage in a
service area
garbage bag

KSA PROFICIENCY LEVEL REQUIRED

S.No. Description Proficiency % Required

Knowledge

1 Knowledge of operating a smart phone 100%

2 Knowledge of operating the Urbanclap app 100%

3 Knowledge of the payment system, credit system and 100%


company's charges
4 Knowledge of all the chemicals and tool-kits 100%

5 Knowledge of the cleaning process 100%

6 Knowledge of all the types of stains 95%

7 Knowledge of mapping the tools and chemicals with the 100%


activity to be performed
8 Knowledge of hazardous chemicals and their side effects 95%

9 Knowledge of operating the vacuum 100%

10 Knowledge of all the safety procedures 95%

11 Knowledge of equipment 95%

12 Knowledge of sensitive objects in households 95%


13 Knowledge of modern equipment and fittings in the 95%
households
14 Knowledge of proportions of solutions to be mixed 100%

15 Knowledge of precautionary methods 100%

Skills and Abilities

16 Technical Skills 80%

17 Computation Ability 80%

18 Analytical Skills 80%

19 Behavioural Skills 100%

20 Customer handling etiquettes 100%

21 Communication skills 80%

22 Ability to follow instructions 100%

23 Personal Grooming 100%

24 Organizing skills 95%

25 Ability to use the equipment 100%

26 Operational Skills 95%

27 Ability to clean the area 100%

28 Ability to implement the learning from training 100%

29 Ability to plan and manage time 100%

It is observed that for most components under knowledge 100% proficiency is required, while there
are certain skills which require only 80% proficiency. First target of the training should be components
that require 100% training
Secondly, it is noticed that during task analysis, components under ‘Customer Interaction’ got the
least score. However, all the skills under the same bucket are classified as extremely crucial. This
suggests that although Customer Interaction does not play a major component of the work any
cleaning professional performs, but it is extremely important for the company and serve as its one of
the critical success factors’. The training program to be designed should also give due importance to
the aspect.

Person Analysis
For person analysis, we have selected 8 people from different location at random and they are
evaluated against these KSAs. The auditors have done this analysis in our confidence and these ratings
have not been shared with the Urbanclap team.
The expected level is derived from the required proficiency percentage*5. The professionals were
also assessed in percentage terms and the data was converted to a 5-point scale.

SNo Description Expected P1 P2 P3 P4 P5 P6 P7 P8 Avg. Gap


Level
1 Knowledge of 5 4.5 4.5 4 5 4 4.5 4 5 4.4375 0.56
operating a
smart phone
2 Knowledge of 5 4 4 3 4 3 3 4 4 3.625 1.37
operating the
Urbanclap app
3 Knowledge of 5 3 2 3 3 4 3 4 3 3.12 1.87
the payment
system, credit
system and
company's
charges
4 Knowledge of all 5 4.5 4.5 5 5 5 4.5 5 5 4.81 0.18
the chemicals
and tool-kits
5 Knowledge of 5 5 5 5 4.5 5 5 4.5 5 4.87 0.12
the cleaning
process
6 Knowledge of all 4.75 5 4.5 5 4 4 5 5 5 4.68 0.06
the types of
stains
7 Knowledge of 5 5 5 5 4.25 4.5 5 4.5 5 4.78 0.21
mapping the
tools and
chemicals with
the activity to
be performed
8 Knowledge of 4.75 4.5 4.5 5 4.5 4.5 5 4.5 5 4.68 0.06
hazardous
chemicals and
their side
effects
9 Knowledge of 5 5 5 5 5 5 5 5 5 5 0
operating the
vacuum
10 Knowledge of all 4.75 4.5 4.75 4.75 4.75 4.75 4.5 4.25 4.5 4.59 0.15
the safety
procedures
11 Knowledge of 4.75 4.5 4 4.75 4 4.75 4.75 4.75 4.75 4.53 0.21
equipment
12 Knowledge of 4.75 4 4.25 4 4.75 4.75 4.5 4.75 4.75 4.46 0.28
sensitive
objects in
households
13 Knowledge of 4.75 4.5 4.5 4.75 4.5 4.75 4.75 4.25 4.75 4.59 0.15
modern
equipment and
fittings in the
households
14 Knowledge of 5 4.75 4.75 5 5 5 5 5 4.75 4.90 0.09
proportions of
solutions to be
mixed
15 Knowledge of 5 5 5 5 5 4.75 5 5 5 4.96 0.03
precautionary
methods
16 Technical Skills 4 2 2 1 3 2 3 2 3 2.25 1.75
17 Computation 4 3 3 3.5 3 3 3.5 3 4 3.25 0.75
Ability
18 Analytical Skills 4 3 3 3.5 3 2.5 3 3 3.75 3.09 0.90

19 Behavioural 5 3 3 2 3 4 3 2 3.5 2.93 2.062


Skills
20 Customer 5 3 3 3 2.5 3 3 2.5 3 2.87 2.12
handling
etiquettes
21 Communication 4 3 3 3 2 3 3 2 3 2.75 1.25
skills
22 Ability to follow 5 4.5 4 4.75 4 4.5 5 4.5 5 4.53 0.47
instructions
23 Personal 5 5 4.5 5 3 4.5 4 4 4 4.25 0.75
Grooming

24 Organizing skills 4.75 4.5 4.5 4.5 4.75 4 4.5 4.75 4.75 4.53 0.22
25 Ability to use 5 5 5 5 5 4.5 5 5 5 4.94 0.06
the equipment
26 Operational 4.75 4.75 4.75 4.75 4.75 4.5 4.5 4.75 4.75 4.69 0.06
Skills
27 Ability to clean 5 5 5 4.5 4 5 5 5 5 4.81 0.18
the area
28 Ability to 5 4.5 4.75 4.75 4.5 5 5 4.5 5 4.75 0.25
implement the
learning from
training
29 Ability to plan 5 4 4 4 3 3.5 4.5 3 4.5 3.81 1.18
and manage
time

MOST CRITICAL GAPS IN KSAS IDENTIFIED FROM PERSON ANALYSIS


The KSAs with a gap of more than 1.25 have been identified and are marked under critical gaps:
1. Knowledge of payment system, credit system and company’s charges
2. Technical Skills
3. Behavioural Skills
4. Customer Handling Etiquettes
Of these, Technical skill requirement is not as crucial as per KSA Analysis, therefore it can be
prioritized lower in the rank
Training Needs
Based on task and KSA analysis, the following training needs have been identified:
1. Operating the UC App – The Professionals should be equipped with the technical know-how
of operating the smart phone and Urbanclap’s application.
This training will also include sessions related to payment, credit system and Urbanclap’s
charges basis the margin they extract per service
2. Behavioural Skills – As Urbanclap is a customer orienting company, it is necessary for all the
professionals to display excellent behavioural skill
3. Subject Knowledge Training – As this encompasses the main work of cleaning professionals,
they should be given regular trainings and updates on the same
The above Trainings will ensure solving some of the organizational challenges identified. They also
align with the departmental goals as this will help in decreasing their churn rate and increasing their
customer satisfaction.

Non- Training Needs


In order to meet all the departmental goals, it is equally important to identify the non-training issues
in the system. Some of the issues that came up during our interaction with the Professionals and their
Auditors are:
1. Screening the right candidates- The selection process at Urbanclap needs to be more
comprehensive. We recommend to take a psychometric assessment before on-boarding the
professional to gauge their attitude towards customer service
2. Professionals should also be asked to give feedback or rating to the customer. There are
certain difficult customers and it is important to track that information, so that extra care can
be taken with them.
3. Cleaning Professionals should be informed if the customer is a repeat customer and their
rating if available. This will equip the professional and they can be better prepared.
4. Improve the value proposition for Professionals

Objective Setting
PERFORMANCE OBJECTIVES
1. Operating UC App
Performance-
 To be able to navigate through the application easily
 To be able to accept and cancel service requests on the application
 To be able to decipher the reason why any money is deducted from their UC Wallet
Condition- On any smartphone
Criterion- So that the professionals’ complaint about platform reduces by 50%
2. Behavioural Skill Training
Performance- To be able to deal with customers politely
Condition- during on-call interaction and on the job
Criterion- so that the complaints from customer regarding professional’s behaviour decrease
by 10%
3. Subject Knowledge Training
Performance- To be able to map the chemicals and tools required with the request received
Condition- while performing the job
Criterion- so that customer feedback improves by 1%

FLEXIBLE OBJECTIVES
1. Training to improve proficiency in English language to help them with customer interaction
and app handling
2. Training on Personal Grooming Etiquettes
PHASE 2
TRAINING DESIGN AND EVALUATION
Introduction
The organizational objective of expanding to tier 2 cities and acquiring new customers while retaining
the old ones percolates down to the performance of cleaning professionals in terms of objectives
defined. These objectives are broadly divided into two categories, Performance and Flexible.
Performance objectives will cater to a professional’s ability to understand the UC app, the payment
procedures and continued enhancement and update of subject knowledge. Whereas, the flexible
objectives are about imparting sessions on fluently speaking English language and grooming
etiquettes.
Program Design
The intended objective can only be achieved through a thorough training session where professionals
are provided with relevant skills:
FOCUS AREA OF DESIGN – Improved customer service in order to reduce customer escalations and
Improved command over operating UC app and hence employee satisfaction leading to retention
TIME FRAME – Immediate. A 30-hr long training program to be attended by professionals who are
fresh hires before they start serving their customers. For existing professionals, a 10 hr long training
program should suffice as this will be a development initiative for the skills they already possess.
LOCATION – UC Headquarters, Regional Offices: UC currently has a developed training facility that
can be utilized for the new training program
LEVEL – This program will help the cleaning professionals to improve their skills and abilities and to
fill the identified gaps identified during the Needs Assessment.
METHOD OF INTERACTION - The training would completely be face to face, which will be further
segregated into Role Plays, Classroom Learnings and App Interaction as necessary.
TRAINER – Although UC Team has internal trainers, it will also have to hire around 40 external
trainers each for providing behavioural and subject knowledge training

Detailed Training Plan


There are two different kinds of training plans that have been designed:
1. Training and Development Plan for fresh hires
2. Training and Development Plan for existing professionals
The training designed for fresh hires is more elaborate as they need to be trained on the subject in
great detail before they can be handed over the responsibility of serving customer’s order. These
professionals do not have any job related responsibilities to begin with and are needed to be
completely immersed in the training program.
The training program will be continued for five days at a stretch, wherein every professional will invest
6 hours a day. Hence, it is mandatory that the training is kept to be a mix of both classroom and
practical learning experience for it to engage the trainees (Service Professionals) for long hours and
create maximum impact on their post-training performance.
It is also ensured that the Training for each day covers all the three broad objectives, so that the
sessions can be revised and the content has a better recall value with the Professional.
TRAINING PLAN FOR FRESH HIRES
Day Session Objective Trainer Training Duration Module Form
Name Mode (Hrs)
Training - Introduction to UC & UC City City Presentation 0.33 Pres.
Overview Team Manager
- Introduction of Trainees among
each other
- T-Shirt Handover
Pre-training - Pre-Training Expectation Setting UC Training Presentation 0.17 Pres.
- Benefits of UC Team
- Sample Success Story Discussion
- Overview of Overall Training
Programme
Future - 1 Live Success Story - Meeting Senior Interactive 0.5
Reflection - I Senior Pro Partner/Tra Session
- UC Partner Learnings Experience iner
Sharing/Cross Learning
- Change in Lifestyle post joining
UC
- Basic Q&A Session with Senior
Partners
Kit, Loan & - Contents of the Kit Trainer Presentation 0.5
Documentati - Down Payment, EMI, Pay-out
on Deduction
- Documentation Required for
D1 Loan Processing
Self- - Importance of Grooming Trainer Presentation 1 Pres.
Grooming - - Personal Hygiene
Detailed - Soft Skills/Presentation
- Customer Happiness
- Small Role Plays
- Soft Skills + Grooming Objective Trainer Tablet Test 0.5 G. Form
Visual Test
Chemical & - Introduction to Chemicals, Trainer Presentation 0.5 Pres.
Equipment Consumables & Equipment
Introduction
Bathroom - Bathroom Classroom SOP Trainer Presentation 0.5 Pres.
Classroom Presentation
- Conc., Dilution & Use Cases,
Bathroom Add-Ons
- Do's & Don’ts Instructions
- Bathroom Cleaning Demo Trainer 0.5 Word Doc
Bathroom - Practical - Bathroom Cleaning Trainer 1 Word Doc
Practical (Bathrooms in Office/Within
Building)
- Groups of 2; 1 Hour/Group - 1
Bathroom
Self- - Reflections for Yesterday Trainer 0.5 Pres.
Grooming - (Grooming + Chemical Conc.
Basic Important)
- Content to be covered today
App Training - UC Partner Application Training Trainer Marvel Link 0.5 Pres.
- Part 1 - Explaining Financial Model to (Payments (Cleaning) +
Partners Team) Presentation
- Application Basic Layout and
meaning of credits
- Recap to Chemicals, Trainer Presentation 0.5
Consumables & Equipment
Kitchen - Kitchen Classroom SOP Trainer Presentation 0.75 Pres.
Classroom Presentation
D2 - Conc., Dilution & Use Cases,
Kitchen Unbundling Packages
- Do's & don’ts Instructions
- Kitchen Cleaning Demo Trainer 0.75
Bathroom + - Practical - Kitchen Cleaning Trainer 3 Word Doc
Kitchen (Within Cleaning Lab)
Practical + Bathroom Cleaning (Bathrooms
In Office/within Building)
- Groups of 2; 1 Hour/Group - 1
Bathroom
- Groups of 2; 30 min/Kitchen
Setup
- Kitchen & Bathroom to be
covered in rotation

Self- - Reflections for Yesterday Trainer 0.5 Pres.


Grooming - (Grooming + Chemical Conc.
Basic Important)
- Content to be covered today
App Training - How to Accept jobs Trainer (IT) Marvel Link 0.5 Pres.
- Part 2 - Start Job/End Job (Cleaning) +
- Recharge, Calendar, Ratings, Presentation
Performance
Sofa + - Sofa + Carpet Classroom SOP Trainer Presentation 1 Pres.
Carpet Presentation
D3 Classroom - Do's & Don’ts Instructions
- Sofa & Carpet Cleaning Demo Trainer 1
Sofa + - Practical - Sofa Cleaning (Within Trainer + 3
Carpet + Cleaning Lab) + Carpet Cleaning Senior
Bathroom (Within Cleaning Lab) + Bathroom Professiona
Practical Cleaning (Bathrooms In ls
Office/within Building)
- Groups of 2; 1 Hour/Group - 1
Bathroom
- Groups of 2; 30 min/Group - 1
Sofa
- Groups of 2; 30 min/Group - 1
Carpet
- Sofa, Carpet & Bathroom to be
covered in rotation

Self- - Reflections for Yesterday Trainer 0.5


Grooming (Grooming)
- Importance of Grooming
- Personal Hygiene
Customer Following Special Cases to be Trainer Presentation 1 Pres.
Request Discussed At Length: + Role Play +
Scenarios - When Customers request to do Video
Extra Work Demonstrati
- When Customers are not on
available or not responding to
calls at time of request
- When Customers would like to
reschedule right at the time of
request
- When Customers try to
disintermediate
- When Customers refuse to take
the service
- When Customers do not pay
after the service
- When Customers misbehaves
with the professional
D4 App Training - Google Maps Use/Training Trainer (IT) Marvel Link 1 Pres.
- Recap & - Application - Do(s) and Don't(s) (Cleaning) +
Part 3 (Final) - Expectation Setting - Hubs, Google Maps
Travel Distance & Travel Time +
Presentation
- App Training Test + Discussion Intern 1 G.Form
(Answers)
Sofa + - Practical - Sofa Cleaning + Trainer + 2
Bathroom + Bathroom Cleaning + Kitchen Service
Kitchen Cleaning (In Office/Within Professiona
Practical Building) ls
- Groups of 2; 1 Hour/Group - 1
Bathroom
- Groups of 2; 30 min/Group - 1
Sofa
- Groups of 2; 30 min/Kitchen
Setup
Partner - Partner Shadowing - Things to Trainer + Presentation 0.5 Pres.
Shadowing Note & Learn Service
Brief - Senior Pro Allocation for Pro Professiona
Shadowing ls
- Explaination & handover of of
Trainee Evaluation Form
Day Partner - Pro Shadowing (Actual - SKBC Senior Pro On Field 3 Word Doc
5 Shadowing Jobs)
- Understanding the entire Live
Req. Flow & Interaction with
Customer
- Feedback Collection from Senior
Pros
Partner - Collection of Feedback Forms of UC Training Interactive 0.5
Shadowing Trainees Team Session/Grou
Feedback - UC Partner Learnings Experience p Discussion
Sharing/Cross Learning
- Expectation vs Reality Check
- Importance of Grooming &
Chemical Conc./Dilution
Final - Post Training Objective Test Trainer 1 G Form
Training Test - Rights vs. Wrongs/Identify the
Correct Practice
- Learnings/Discussion of Correct
Answers
CM Session - Post Training Expectation City Interactive 0.5 Pres.
Setting Managers Session
- Motivation, Long Term Success,
Success Stories Discussion, Life
Style Changes
- Importance of Customer
Experience &
Rebooking/Repeat/Word of
Mouth
- Referrals & Its Benefits
Trainee - Completion of Trainee UC Training 1
Evaluation & Evaluation Form Team
Kit Handover - Evaluation Form to be used as
guideline to Approve/Reject
Trainee
- Partner Kit Handover

TRAINING PLAN FOR EXISTING SERVICE PROFESSIONALS

Day Session Objective Trainer Training Duration Module Form


Name Mode (Hrs)
D1 App Training - UC Partner Application Training UC Trainer/ Interactive 2 Presentation
-1 - Explaining Financial Model to Senior Pro Session +
Partners App display +
- Application Basic Layout and Presentation
meaning of credits
- Solving App related queries
D2 Behavioural Following Special Cases to be Video Trainer + 2 Presentation +
Training + Discussed At Length: Demonstra MTs Videos
Subject - When Customers request to do tion + Role
Training Extra Work Play +
- When Customers are not Presentatio
available or not responding to n
calls at time of request
- When Customers would like to
reschedule right at the time of
request
- When Customers try to
disintermediate
- When Customers refuse to take
the service
- When Customers do not pay
after the service
- When Customers misbehaves
with the professional
-Solving Professional’s queries/
special cases
-Revision of subject training
D3 App Based - Reflections App Demo Trainer 2 Presentation
Training- 2 - Application - Do(s) and Don't(s) +
- Expectation Setting - Hubs, Presentatio
- Travel Distance & Travel Time n+
-Recharge, Calendar, Ratings, Interactive
Performance Q&A
-Solving Service Professional’s
queries
D4 Behavioural -Shadowing a senior professional Practical Senior Pro 2
Training + to service a mystery customer
App Training
D5 Reflection -Feedback of Training Interactive Trainer + CM 2 G-Form
-Additional Q&A Session +
- Revision Tablet Test
- 15 Minute Situational Test

INFRASTRUCTURE REQUIREMENT
For Every 18
Area Minimum Infrastructure
Pros/Batch
Western Commode, Jet Spray, Wash Basin, Exhaust, Taps/Mixer,
Training Showers, Drainage, Tiles, Toiletries Shelf/Rack, Glass Partition,
Bathroom 3
Bathroom Mirror, Soap/Shampoo Holder, Towel Holder, Urinal (Male Toilets),
Geyser, Trash Can, Buckets, Dining Chair, Curtain
Chimney, Hob, Utensil Cabinet with Channel
Kitchen 1
Training Drawers/Compartments, Exhaust, Sink
Room Sofa Leather Sofa, Fabric Sofa, Cushions, Buffing M/C, Vacuum M/C 2
Carpet Loop Pile Carpet, Cut Pile Carpet 2
Presentation
Projector, Speaker, Laptop/Desktop 1
Accessories
ALTERNATE TRAINING PLANS
Two –day full time training for service professionals
Urbanclap can screen the existing candidates and it can modify the Training Program for existing
professionals to be conducted as two-day program. These professionals can be called in batches and
as Urbanclap is responsible for matching customer’s service request to Professionals, the
professionals undergoing the Training Program can be excluded.
Three–day full time training for fresh hires
The Training Program for fresh hires can be condensed to a 3-day program by increasing the
number of hours to 8 and then all the practical sessions can be merged with on the job training, if
there are resource constraints. Although it is advisable for better imbibing of trainees, that there is
a proportionate mix of classroom and practical learning for the initial few days in order for them to
get a hold of the subject.

Training Evaluation
Apart from designing a thorough training plan, it is equally important to measure its effectiveness
so that it can be evolved as per the changing needs. The capability of a training plan helps in
quantifying the gains from the training, which in turns ensures buy-in of the senior management of
the company who focus on performance driven initiatives.
LEVEL 1 – Reaction

Details Requirement fulfilment


Instrument of Evaluation Feedback Forms (Both objective and subjective)
Source of Information Trainees (Fresh Hires + Existing Professionals)
Time of Evaluation Last day of Training
Collection of Data Ballot Box Submission of forms
Utilization of Data The data will be used to improvise the training program
Analysis of Data Objective Questions – An average score to be decided by the UC Team
(Suggested Threshold Score:2), below which customizations will have
to be made in the Program
Subjective: Repeated complaints, which are taken up by 30% or more
respondents, will be considered seriously to be worked upon
Purpose Gathering of immediate reaction after Training, especially for the
concerns that a candidate might not want to share publically.

KirkPatrick Framework is suggested for measuring the reaction of the training. It will assess the
impact of the training on the following parameters of: Engagement, Relevance and Customer
Satisfaction.
Immediate documentation of reaction is required in order to study the ‘Hawthorne Effect’. This data
will be used to customize the training program in alignment with the learning agility and interest of
the trainees.
The responses are suggested to be collected in a ballot box in order to ensure that the trainees feel
secure that the feedback will not affect their position and relationships in the company. It will be
communicated that a candid response will ensure improvements in the program.
LEVEL 2 – Learning

Details Requirement fulfilment


Instrument of Evaluation Subject Knowledge: Objective Tests (Tablet and G-form based)
Behavioural Skill- Role Plays and Use Cases Evaluation
Technical Skill- App Demonstration
Mock Training Sessions
Source of Information Trainees (Fresh Hires + Existing Professionals)
Time of Evaluation In-between Training as mentioned in the schedules and One week
after the completion of Training. Monthly tablet/ mobile based
assessment tests also required
Collection of Data Trainer + Online generated reports
Utilization of Data The data will be used to assess the impact of the training sessions on
the professionals and thus measure its effectiveness
Analysis of Data All the service professionals are required to complete their
assessments with a qualifying score of 75%. As most of the content is
critical to servicing the customer and even one complaint will be a
setback to the departmental goals, the professionals cannot be
allowed to take customer’s duty without getting this score.
Purpose Measuring the learning obtained from the training programme which
is attained by evaluating the expected KSA proficiency by the
participants at the end of training

As the training program was designed in order to achieve three broad objectives, it is pertinent to
measure how close we are to achieving our objectives. Evaluating the learning level achieved by the
candidates will help in assessing the virility of the program designed and thus will facilitate to make
requisite changes in course content, delivery method, etc. as applicable.
As the final assessment is suggested one week past the training program, participants of the training program
(fresh hires and existing service professionals) will be the best people to critic the learning impact. Thus it is
also required to take their feedback at this stage. For Senior Pros and UC Team, this stage is critical because
they will be observing the candidates on the job, wherein they can play observers and provide subjective data.

The tab based and online tests would be criterion referenced as opposed to norm referenced tests. As it is a
requisite that each participant gains a certain level of knowledge, the criterion referenced tests should be
opted and each participant would be evaluated on the basis of their getting the pre-decided cut off score in
each of these assessments. This data would also facilitate us in evaluating the trainers while also gauging the
acumen of the participants. In case they fail the tests, they could be made to repeat the training programs with
the next batches. This data would be utilized by the training department to understand whether the training
program meets the required objective. If it does not, the training programs would be revamped accordingly.

LEVEL 3 – Behaviour

Details Requirement fulfilment


Instrument of Evaluation Interview of auditors and service professionals
Analysis of the month on month customer escalation reports
Mystery Customers
Source of Information Auditors, Mystery Customers and Service Professionals
Time of Evaluation Continued assessment starting one-week after the Training
Collection of Data UC Training Team
Utilization of Data 1. Gauging the overall effectiveness of the Training program in terms
of on-job applicability
2. Identification of inessential components of the training
3. Recognition of possible impediments to on the job application of
training and ways to overcome them
Analysis of Data Identification of issues that fetch most numbers of customer
escalations and design a training program around it
Purpose Understanding whether the training is utilized by the participants on
their job

The ultimate objective of the training will be attained only when the learning gained during the
training program can be translated to their on-job performance by the trainee. While it can be
attributed to the attitude of the selected candidate (This was highlighted as one of the non-training
issues in the Phase 1 of assessment), it also to an extent can be considered a failure of proper
implementation of the Training program.
In order to assess the effectiveness of the program, we have considered three major instruments of
evaluation. The rationale behind selecting each instrument is discussed in detail:
Auditors and Service Professionals are interviewed instead of rolling out a standard questionnaire as
the questionnaire might not be able to explore the aspects of the implementations that are
problematic and creating difficulties in implementation. However, a standard questionnaire is created
in order to provide a structure to the interview as it could not have been carried face to face.
One of the primary focus of the training was to impart behavioural skills so that the cleaning
professionals become adept at handling customers. Therefore, reduced customer complaints will
prove to be a measurable parameter of successful implementation. It can also be analysed that the
further complaints that are being received are pertaining to what subjects in order to evolve and
develop a new training plan. Although this data is available on a daily basis, we would suggest weekly
analysis of the data for the first month after the training has been imparted. Thereafter, when the
desired results start to show, it can be started on a monthly basis.
Finally, mystery customers are used in order to holistically measure if the candidate has received
complete download of payment related issues, operation of app comfortably, handling a difficult
customer and using their subject knowledge expertise to serve a customer. The usage of this tool
needs to be randomized and sprinkled over from the first week after training to first 3 months until a
definite download of the content is assured.
LEVEL 4 – Results

Details Requirement fulfilment


Instrument of Evaluation The key business indicators:
Customer Escalation Rate
Employee Churn Rate
Customer Retention Rate
Source of Information UC Data Analytics Team
Time of Evaluation 3 Months after the completion of Training
Collection of Data Online Generation of Data
Utilization of Data The above indicators can establish a direct link between the Training
imparted and the performance of the company in the same quarter
Analysis of Data The data should be moving towards the targeted departmental goals
and organizational goals. If the rates seem to move in opposite
direction, the training has not been effective
Purpose Drawing a correlation between the business performance and training
imparted to the service professionals, hence deriving its utility

Quantification of the success of the Training program can be by directly relating it to the business
objectives. In the first phase of the project, the organizational goals and departmental goals related
to decrease in customer escalations, increase in customer retention and decrease in employee
turnover were identified for the quarter. The results of the training in the business terms, should
start to display the effects with the third month after the training as an important aspect of the
training is also reassurance of one’s performance by gaining good feedback from the customers on
the job and reapplying the credited methods. However, these results should be absolute and
objective. For eg., Reduction in customer escalations from 6% to 4%. Although this result is still far
from the departmental goal for the quarter, but it at least shows the progress in the direction. In
such cases, training methods used can be revised for the professionals.
Measurement
The measurement of the results will be done on a monthly basis for one quarter. The metrics
specified above are already measured in the company on a weekly basis. But, after the first quarter,
quarterly data will give a clearer picture as to the effectiveness of the training and need for change.
Isolating the effects of the training
Based on the interaction with the senior management and the Training team of Urbanclap, we
identified that there exist various external and internal issues that may affect the performance of
the cleaning professionals. Hence, business results cannot be completely attributed to the
effectiveness of training and we need to isolate these effects to calculate the real benefit of
training.
External:
1. Economic conditions of the country and the overall scenario of the industry
2. Introduction of novel services, special schemes or discounts by competitors
3. Seasonal alterations in the demand of the service
Internal:
1. Difference in incentives amongst different regions
2. Difference in service requests amongst different cities
3. Individual incentives
In order to isolate the effects of these conditions and achieve the exact and real benefits of the
training, a control group should be selected. This Control Group would be a sample of 5 Service
Professionals who have been trained by the previous training module. All the service professionals
will be monitored against same performance indicators.
LEVEL 5 – Calculating ROI
The Return on Investment encompass the effects of both tangible and intangible results that can be
arrived at after measuring the results in the previous level. Some of the examples of these results
would be:
Tangible Benefits
1. Reduction in customer escalation
2. Reduced employee turn-over
3. Improve customer return rate
Intangible Benefits
1. Enhanced brand reputation by word of mouth marketing by happy customers
2. Increased trust of professionals in the organization
3. Increased job commitment of the service professionals
Calculating Monetary Value of the Training related costs
Cost of Participants –
Hourly wage of participants = 25000/(26*6) = INR 160.25 (approx.)
Number of hours each participant attends the program = 30 hours (Fresh hires) and 10 hours
(Existing Candidates)
Number of Participants = 1300 + 18
Cost of CSAs attending the training program = INR 2,11,218
Needs Assessment Cost (Supposing that XLRI students act as consultants)–
Average summer stipend of XLRI students = INR 1,00,000 (for 22 days of 10 hours each), Hourly pay
of person carrying out assessment = 1,00,000/220 = INR 455
Number of people = 5
Program Design Costs –
Training Material Design Cost = 5 days (4 hours each) x 5 persons (from XLRI) at Rs 450 per hour =
INR 45,000/-
Material Printing Cost = Nil (Online Content to be shared)
Total Program Design Cost = INR 45000/-
Total Cost of Trainers = (No. of cleaning professionals/No. of internal trainers* No. of cleaning
professionals per batch) * No. of training hours* No. of trainers*Hourly cost of internal trainers =>
(1300/(18*15)*10 *15*800= 5,76,000
Program Delivery Costs –
External Trainer Cost (Subject Knowledge and Behavioural Skills) – No. of trainers (Subject
Knowledge + Behavioural Skills)* No. of hours of training* Average hourly cost= 80*20*1000 = INR
1,60,000
Miscellaneous Cost – 5000
Total Program Delivery Cost = INR 1,65,000/-
Total Costs Incurred = INR 9,97,218/-

Calculating monetary value of benefits of the training program


Assuming we meet our training objectives, the benefits as a result of the training program can be
estimated as:
Average ticket size – INR 3000
No. of customer service requests- 1,10,000 per quarter
Hiring cost per professional – INR 3,500
Current turnover rate – 10%
Post training turnover rate (Assumption)– 5%
Monetary benefit due to decreased turnover rate = INR 2,27,500
Current ratio of repeat customers – 3% (3300)
Post training repeat customers’ ratio- 7% (7700)
Monetary benefit due to increased repeat customers = 4400*3000 = INR 1,32,00,000
Post training no. of new customer service requests – 1,15,500
Monetary benefit due to increase in service requests – 5,500*3000 = INR 1,65,00,000
Miscellaneous Monetary Benefit due to decrease in customer complaints and increase in
productivity = INR 10,000
Total monetary benefit over a month = INR 2,97,00,000 (After a quarter)
Based on the above framework, we can calculate the different data values for the costs and
benefits. The following formulae determine the cost benefit ratio and the Return on Investment for
a quarter
COST BENEFIT RATIO = (Total Program Benefits) / (Total Program Costs)
= INR 2,97,00,000 / 9,97,218
= 29.7
RETURN ON INVESTMENT (over a quarter) is given by:
= (Total Program Benefits – Total Program Costs) * 100 / Total Program Costs
= (2,97,00,000 -9,97,218) *100/9,97,218
=2878%
ROI over a quarter’s period is estimated to be 2878%, assuming that UC will be able to achieve
100% of their quarterly departmental goals after training. This shows that there are astronomical
benefits associated with training if complete departmental goals are met. Even if there is partial
fulfilment, huge benefits will be associated with the Training Program.
APPENDIX 1: Task Criticality as per SMEs

S.No. Task Cluster Task Cluster Importance P1 P2 P3 P4 P5 P6 P7 P8 A1 A2 A3


Importance (1-4)

1 Operating UC Accept the service 3.76 4.00 4 4 4 4 4 4 4 4 4 4 4


App requests from
customers on the UC
app to block one’s
calendar

2 Understand the 3.64 3 3 4 3 4 4 3 4 4 4 4


requirements of the
customer in detail
from the app

3 Ask the customer for 3.91 4 3 4 4 4 4 4 4 4 4 4


the OTP to begin your
job

4 Enter the OTP on the 3.73 4 4 3 4 4 4 3 4 4 3 4


UC app to mark your
attendance

5 Mark the service as 3.91 4 4 4 4 4 3 4 4 4 4 4


completed on the app

6 Check the payment 3.36 3 3 3 3 3 3 4 3 4 4 4


status. If the payment
is post-paid, collect
the money from the
customer

7 Customer Confirm the address 2.87 2.36 2 3 2 2 2 2 2 2 3 3 3


Interaction with the customer
over a call to avoid
confusion

8 Reach the location 10 2.36 2 3 2 2 2 2 2 2 3 3 3


minutes before the
requested time

9 Greet the customer 2.73 2 3 2 2 3 2 3 2 4 4 3


and introduce yourself
to the customer

10 Brief the customer 3.36 3 3 3 3 3 4 3 4 4 4 3


about the activities
you’re going to
perform

11 Inform the customer 3.64 3 4 3 4 4 4 3 3 4 4 4


of these stains backed
with a reason

12 Ask the customer to 3.09 3 2 3 3 3 2 3 4 4 3 4


examine the area
before you move to
clean the next request
item

13 Inform the customer 2.73 2 2 3 2 3 2 2 3 3 4 4


that the service has
been completed
14 Ask for customer’s 2.91 3 3 2 3 2 2 3 2 4 4 4
feedback

15 Encourage the 2.64 2 2 3 2 2 3 2 3 4 3 3


customer to submit a
feedback on the UC
app

16 Thank the customer 2.91 3 2 2 3 2 3 3 2 4 4 4


before leaving

17 Maintenance Prepare a kit 3.55 3.55 3 3 4 3 4 4 3 3 4 4 4


of containing all the
Compliance necessary chemicals
and tools for serving a
particular request

18 Ensure that you wear 3.55 3 3 3 4 3 4 4 3 4 4 4


a clean uniform in
order to maintain
hygiene

19 Wear the protective 3.55 3 4 3 3 4 3 4 3 4 4 4


gear to ensure your
safety

20 Setting up of Inspect the cleaning 3.80 3.73 3 3 4 4 4 4 4 3 4 4 4


Area area to identify the
stains that will not get
removed after
cleaning

21 Clear the area by 3.64 3 4 3 4 4 3 3 4 4 4 4


keeping all the things
carefully in one corner
to avoid damage

22 Lay down a newspaper 3.91 4 4 4 4 4 4 4 3 4 4 4


around the
Sofa/Carpet to be
cleaned to avoid
spilling

23 Dry vacuum the sofa/ 3.91 4 4 4 4 4 3 4 4 4 4 4


carpet

24 Clear all the almirahs 3.82 4 4 3 4 4 4 4 3 4 4 4


and shelves by
keeping the items
outside the kitchen

25 Delivering Empty the WC and 3.73 3.73 3 3 4 4 4 4 3 4 4 4 4


the Service apply R6 on its inner
Request walls

26 Start cleaning from 4.00 4 4 4 4 4 4 4 4 4 4 4


top of the bathroom
to the bottom:
Geyser>Exhaust>Wall
Tiles>Mirrors> Wash
basin> WC using Suma
Multi chemical
27 Scrub the hard stains 3.73 3 4 4 3 4 4 3 4 4 4 4
using a microfiber
cloth

28 Use micro-duster to 3.82 3 4 4 4 4 4 3 4 4 4 4


clean the glass so that
the chemicals don’t
leave their mark

29 Clean the floor tiles 3.91 3 4 4 4 4 4 4 4 4 4 4


using a grout brush

30 Clean the wash basin, 3.73 3 3 4 4 3 4 4 4 4 4 4


WC, Tiles with water
to clear the chemicals

31 Descale the bucket 2.73 3 2 2 3 2 2 3 4 3 3 3


and mug using a brush

32 Wipe the washbasin 2.91 2 2 2 3 3 3 2 3 4 4 4


with a damp cloth

33 Remove the filter of 3.91 4 4 4 4 4 3 4 4 4 4 4


the chimney and clean
it using Suma Grill

34 Clean the cupboard 4.00 4 4 4 4 4 4 4 4 4 4 4


shelves, wall tiles,
fittings, sink and slab
using Suma Multi

35 Pull the clips at the 3.82 4 4 3 3 4 4 4 4 4 4 4


corners of the
modular drawers to
clean them

36 Fit the filter back 4.00 4 4 4 4 4 4 4 4 4 4 4


inside the chimney

37 Prepare a Taski TR101 3.64 3 3 4 4 3 3 4 4 4 4 4


and TR103 solution in
a bucket

38 Use a sponge to apply 3.91 4 4 4 4 3 4 4 4 4 4 4


the foam on the
sofa/carpet

39 Use a buffering 4.00 4 4 4 4 4 4 4 4 4 4 4


machine to shampoo
the sofa/carpet

40 Wet vacuum the 4.00 4 4 4 4 4 4 4 4 4 4 4


sofa/carpet to remove
the shampoo

41 Ask the customer to 3.55 3 3 4 3 3 4 4 3 4 4 4


let the sofa/carpet dry
for next 4-5 hours

42 Tidying Up Arrange all the items 3.32 2.82 3 3 3 2 3 2 2 3 4 3 3


the place in their respective
post- service place

43 Collect all the garbage 3.82 3 4 4 4 4 3 4 4 4 4 4


in a garbage bag
APPENDIX 2: Level 1 (Reaction Questionnaire)

Name of the Program:

Name of the Trainer:

Date: Venue:

Please answer the questions given below candidly. These responses will be kept in high
confidentiality. This feedback is being taken in order to improve the quality of training only.

Indicate your level of agreement/disagreement with the statements below using the following
scale:

Strongly Disagree (1) Disagree (2) Agree (3) Strongly Agree(4)

Criteria Reaction Statements Rating

Program I understood the learning objectives.


Objectives
I was able to relate each of the learning objectives to the
learning I achieved.

I found the course materials easy to navigate.

Course Materials I felt that the course material will be essential for my success.

Content Relevance I will be able to immediately apply what I learned.

My learning was enhanced by the knowledge and


Facilitator experiences of the facilitator.
Knowledge
I was well engaged and actively involved during the session

I was comfortable with the pace and duration of the program

Facilitator Delivery
I was given ample opportunity to get answers to my
questions

Overall how would you rate this program (tick only one):
(1) Fair (2) Good (3) Very Good (4) Excellent

What was the best part of the program according to you?

What part of the program needs improvisation?

Any other suggestion you would like to give


THANK YOU

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