Fire Extinguishers

Intelligent Living

Green Life
Secure Homes

Pure Air

Pure Water Clean Homes

Euro Benefits
Friend to society:
The vision of bringing happy, healthy, safe and pollution-free. Tagline - Your Friend for Life. Over eight million satisfied customers.

World class product:

Trusted by over 40 million people. Aqua guard is one of the largest selling water purifiers. Customized solutions for the rural market.

Cont.
Trusted by ten million families:
Our products have led and dominated the water and air purification systems, cleaning systems and security systems categories.

Money back guarantee :

The customer has always been at the centre of our business. Understand their needs and aspirations. Ensure their satisfaction.

Cont.
Home demo & support: Operates from 237 Customer Response Centers. Adding 1,500 customers daily. Have a consumer channel with over 15,000 dealers.

Service at your door step: Service centre within a 5 km. radius. Over 5,800 company-trained technicians operate from over 1,800 . Supported by our Eurohelpline.

Suresh L. Goklaney

Parent Company

Subsidiary

Subsidiary

Beginning of knowledge management

Knowledge Management Function In 2002, the KM team started the activities by identifying the knowledge requirements at different levels by arriving at a list of knowledge providers and seekers.

Cont.
Simultaneously, the team also created a blueprint of the KM electronic platform. Knowledge management is one of the most exciting areas of business & expertise engagement it our company.

Some of the features of Euro share:

Executive chairmans message & responsibility Profiles of Employees Q&A (Question & Answer) Bulletin board for organizational news
Based on the participation of euro champs, the system automatically generated a K point. This prompted other euro champs to participate as well. Computerized reporting of k points automated performance audits.

Cont.
The knowledge pieces were termed as:
Mind stores
Collection of articles (various topics from various people) arranged in proper taxonomies which could be used by any user.

Mind circles
Similar to mind stores in content but access privileges were given to a few selected people only as per the discretion of the person uploading the information.

Cont.
1. This section generally housed information which was classified or confidential. Security were also created for information access for other sections as well. 2. The euro share architecture in EFL extended the organization structure to the virtual world. 3. Articles uploaded by knowledge experts in various categories in the repository were called mindstores and mind circles. Domains heads were given the responsibility for the knowledge in the domain.

Cont.
4. Euro share started with three domains which very quickly increased to 22. Similarly, the number of Mind stores increased from 50 to 650 in two years. The number of mind circles in the same period increased from 15 to 150.

Euro SMS
In 2004 Eureka Forbes introduced Euro SMS.
The SMS system was integrated with central MIS.

It was also a tool to share quick information with

sales personnel.

Cont.
For Example, If Someone wanted to know which area had achieved the

maximum sales, or which salesman had achieved the

highest sale for the day, one could just send an SMS to get an answer . This improved communication significantly and also generated healthy competition among Euro champs to

outperform other in productivity achievement.

M.K. Sreejith, Sr. DSM from Ahmedabad, recalled the first SMS sent through EuroSMS,
The first SMS to everyone was from our panel doctor; he said, Watch out for the three words- Curry, Worry and Hurry- and your life will be a better. It was sent with a purpose. Sales people usually live in suburbs and their working hours are from 7.30 am to 1.00 pm. If they do not get three appointments by the evening, they know that their conversion ratio will go down. Therefore, till they get an appointment they keep on working; sometime they go on up to 2 pm. Very often, they skip breakfast in the morning and keep working for long hours. To keep their hunger at bay, they keep sipping tea and take their lunch very late. This causes stomach and other related health problems. Some people even start to move out of the sales function.

Cont.
Curry is what you eat, you should have breakfast. At lunch time if you are
feeling hungry, dont have too much of tea but instead take some fruit. Worry is stress; how you should deal with stress. Hurry- no matter how much of a hurry you are in, dont skip or delay your meals.

LMS
Introduction:
In the early 90s some Luther Seminary (St. Paul) faculty members were struggling to retain students who didnt have the funds or, because of family obligations, couldnt relocate to attend seminary.
Learning management systems (LMS) also sometimes known as Course management systems.

What is Learning Management System ?

Learning Management System manages, tracks and reports on interaction between the learner and the content & the learner and the instructor. LMSs are web-based to facilitate anytime, anyplace access to learning content and administration.

Why do I need an LMS? What is the value?

allows

systematic approach to workforce development and learning drives cost savings and efficiencies to development and training initiatives provides reporting tools and can eliminate manual processes

E-learning training trend continues to rise

What is an LMS used for?

Enable ongoing communication.
Encourage rich interaction. Assess performance. Facilitate active learning.

Modules

Learner

Instructor

Administration

What is a process for selecting a LMS?

Needs analysis
Benchmark/R FP Negotiate& select Implement

Monitor & control

Learning Management System

LMSs range from systems for managing training and educational records to software for distributing online or industry over the Internet with features for online collaboration Corporate training departments use LMSs to deliver online training, as well as automate record-keeping and employee registration.

Purpose
assesses individual and organizational learning or training goals to facilitate access to learning content and administration. Educational use. Mostly sue for financial assessment. Some LMS providers include "performance management systems.

Success factors of LMS

Enhance employee performance : Dramatically impacting your business' bottom line. Tie learning to various HR activities: Engage employees with development opportunities, such as performance tracking, career development and succession planning.

Tightly link learning initiatives with key business operations: Increase revenue, customer satisfaction and overall results.

PROMOTION OF KM

Introducing new user Understanding the learning Motivating people

Cont.
Popularizing different features on portal

Familiarizing people with structure

Creating profile

The future
Time window Direct sales organization (Sharing & Dissemination)

Eureka Forbes - the new improved formula

Eureka Forbes - the new improved formula

Parallel franchisee channel launched. Senior salesmen offered franchises . Product range expanded to include home security and automation systems.

Web-site and call centre to provide leads to the sales force.

Mobile knowledge management system created to help answer customer queries. ERP system installed, geared to keep headquarters in touch with salesmen.

Cont.
Move into B2B segment via large scale water treatment plants.

Recruitment system focused on referrals .

Cash incentive system strengthened. Parties in foreign locales still going strong .

Success (achievements)
525 users 650 mindstores 265 mindcircles 6500 k-items

Cont.
EuroAble is Indias first state-of-the-art call centre manned & operated by people with special needs.
At present, 80 employees work in 3 different shifts throughout the day. Soon the call centre will employ 140 people and will cater to about 20,000 customer calls in a day.

QUESTIONS
What direction should KM take now ?

What would be the right mix ?