Australia & New Zealand September-October 2000

Frontline management helps Northern Region's service supervisors make adifference

Completing their Frontline Management Diplomas with Leanne Walsh are Northern Region Service Supervisors (behinddesk, left): Mark Andersen, Chris Regan, foe Testa, (Region Manager) Russell Preston, Ross Warner, Terry Trovers, (NRSafety/Quality Training Coordinator) David Deane, Tony Dowdte, Andrew Panagopoutos, Steve Buck. Brad Parker, and (infront) Tony Sunderland.While Frontline Management Training is just gelling under way in Southern Region and NSW, for Queensland's ten ServiceSupervisors, it's almost over.

NR Safety/Quality Training Coordinator David Deane takes up the story; "Once a year since the program began in 1996,they've traveled from their area to spend a week in Brisbane covering the theoretical aspects of the 10 units required for aDiploma in Frontline Management, Unit 1 of Certificate III, for example, consists of managing personal work priorities,managing time and personal organisation and eliminating time wasters. Al the other end, Unit 10 includes participating in planningthe introduction of change, developing creative and flexible solutions and managing emerging challenges and opportunities."

But it's not all classroom talk and chalk. Gow Learning's Leanne Walsh, who has been conducting the program, explains."For four months after they finish here, they'll work on real-life projects to put what they've learnt into practice. They write reportson those

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from page 1 Frontlinemanagementprojects, which I assess and work through with them.

"Because they come from such a wide area -Darwin tothe Gold Coast - we decided on one-week training blocks butin the other States, we'll meetevery five or six weeks andcomplete projects one at a time.

"This group has beenfantastic. Although manyseldom get to see one another,they've pulled together as ateam, and made my job easy inthe way they've taken theirclasswork seriously and thethoroughness of their projectwork. And I've just been blownaway by their examples ofexperiences - at and away fromwork - that illustrate whatthey've learnt."

When KONECTIONSspoke to four of the ten ServiceSupervisors, it was obvious thatLeanne wasn't wrong:

Joe Testa, Brisbane CityNorth, 16 years with thecompany: "I've found the wholecourse - its format, and subjectcontent - enlightening. It'shelped me immensely in mywork, for example, In gettingthings done, and doinq thinqs ina more orderly way. It's helpedme with the day-to-daydemands of a job that'sessentially reactive. I've learnthow to plan my day rind alsohow to react to unexpecteddemands, how to cope with theneeds of day-to-day staffsupervision, and how to makebetter use of their time as wellas mine. It'salso carried over into mypersonal life and I now enjoy myweekends more because I planthem better. I know everyonehas enjoyed and learnt from theexperience. Although we didn't volunteer, I have not heardanyone complain about having to do it."

Ross Warner, Sunshine Coast, 15 years' service:"Brilliant! I've gained insights into how to organise my duties,and I've now got a closer relationship with the

Technicians, better and proactive customer contact andimproved communication because I can more easily relate tocustomers and their problems, and meet their needs at shortnotice. That in turn affects they way they see us - as moreprofessional. If we say something needs doing, they can be

sure it does."It's also given me a

different outlook on how Iapproach my job, and improveorganisation of the group, for

example, by finding out whattools the Technicians need andgetting them. That in turn hasgiven them ownership of theirjobs and helped their teamwork,which must result in otherbenefits, such as improvedproductivity, increased interestin their work, betterrelationships with theircustomers, staying on the joband getting it done. Thebenefits have been fantastic.And far-reaching. For example,at home. My wife also has astressful Job, so now we makesure we find time at weekendsto relax, recharge our batteriesand make more of our timetogether,

"It's good that thecompany is investing in its stafflike this. People 1 know in otherlift companies haven't gotanything like this, even atmanagement levels."

Chris Reg an, Darwin,Uluru and Yulara, 12 years'service: "The course has beenexcellent, especially forthose like me who work inremote areas. But it's alsoapplicable to every aspect ofKONE's business, for example,time management — day, weekand year planning — for moreefficiency and flexibility thatmeans you plan to do a numberof things and allocate priorities,

but build in flexibility,"Over the past few years, my manager Steve

Dodd has noticed the difference in the way I work andContinued page 3

Standardised regional trainingprograms set to go

National Training Manager Martin Dumbrell (above) reportshe is working with KONE regions in Australia and NewZealand to develop standardised training programs relevant tothe needs of each of them, and to allocate funds to cover suchtraining in the next financial year. "A typical program for one ofthe larger regions might include Frontline ManagementTraining [see page I], technical training on new and existingproducts, and lift industry trade courses-

"I've discussed funds needed for this proposal with WA'sWilson Glanvllle, NZ's Vince Haines and Central's WarwickTame, and will be talking soon with those responsible fortraining in the other regions."

KEA still one of KONE Corporation's top 16 companiesBrussels-based KONE President fean-Pierre Chauverie and Senior Vice-Piesiilt'nt Heimo Makinen, made a flying trip [oAuckland and Sydney on 7 to 9 October, reports MD Peter O'Conor who travelled to NZ to welcome them: "Since itwas the President's first visit, Region Manager Martin Shepherd gave the visitors a quick tour of Auckland, and anaccount of NZ's history, Mr Chauvarie also reviewed NZ Region's budget.

"We left then for Sydneywhere he expressed particularinterest in the large projectscompleted or nearingcompletion here but said hewas disappointed they havenot been completed on timeand on budget. Nonetheless, hewas impressed with the factthat 88 Phillip Steet is the firstAlta project in the world. KEAwill complete this job before asimilar project in London.

"The President thenreviewed our budget for the

from page-2: Frontlinemanagementsaid encouraging things aboutthe program.

"It's been very well run.Leanne Is very positive and reinforces everything we learn,and the projects have been interesting and easy to complete.

"Away from work, you can use Hie skills you've gained inother areas, such as sports club responsibilities and organisingfamily holidays. I start by asking everyone what they want, thenplan accordingly."

Terry Travers, Cairns, 12 years' service (after 11 yearsin Sydney): "The course has increased my confidence. It's alsobeen very relevant to my work with many opportunities to applywhat I've learnt because it is both focused on the lift industryand service oriented. Time management has been especiallyhelpful.

"Before the program, I used to do things as they came upand spent a lot of time running around in circles. The coursehas shown me other approaches to work, and I feel now I'm ontop of the job rather than the other way round. I also seem tohave more time to get everything done- For example, I don'thave to take work home any more. Nor do I worry about workwhen I do get home. My self-discipline has improved too. I cannow force myself to do things in the In-tray and not put them offbecause they're less interesting.

"Altogether it's been an excellent course and Leannehas made it rewarding and enjoyable, H must have been amajor investment for the company, considering fees, traveland accommodation. While you can't calculate the return indollars, it must show a profit because it's producing switched-on supervisors who can handle situations better. This resultsIn happier clients who will want to stay with KONE because it'sa quality company that looks after Its employees and trainsthem to do a good job."

"Overall, "says National Training Manager MartinDumbrell, "this program means we can set a baseline formanagement skills in supervisors (Certificate HI as an entryrequirement), middle managers (Certificate IV) and branchmanagers (Diploma or better, e.g., MBA). Confident in theknowledge they're all 'coming from the same place', we canthen build on their skills with more department and/or function-specific training,"

Correction: Wayne Christie has pointed out that Bill Davies'name should have been included in the 2 Park Street story inthe last issue of KONECTSONS:"Bill did a great job helping [Project Foreman] Adam, and wasinstrumental in building the jump lift and completing the skyrise."

KONE President fean-Pierre Chauvarie

coming year, and complimented us on remaining in the top one third of KONE companies [16out of 47] that contribute over 90% of the company's total profit. Other players in this top 16include Germany, Italy, France, UK, USA and The Netherlands."