April 20, 2021

Flipkart: Digital studying, upskilling to prepared provide chain workforce at Flipkart for upcoming festive season

Working from dwelling shouldn’t be a deterrent for workers relating to upskilling and contributing meaningfully, says Amitesh Jha, senior vice-president, Flipkart. In an interview with ET’s Brinda Sarkar, Jha says the corporate has been specializing in numerous studying and growth programmes in an internet format for its provide chain workforce.
Edited excerpts:

ET: How did the pandemic have an effect on regular enterprise processes inside Flipkart?
The lockdown meant companies and workers needed to embrace a number of adjustments. For us, buyer centricity has all the time been on the core and this meant prioritising supply of necessities. As the federal government inspired the house supply of necessities rather than individuals having to go away their properties, we prioritised grocery deliveries throughout tons of of cities. This meant that from humble beginnings, our grocery and necessities enterprise was leapfrogging to many extra cities, enabling us to assist tens of millions of shoppers underneath the countrywide lockdown. Equally restrictions in interstate motion meant that provide sources wanted to be situated throughout the state. This pushed us to forge deeper partnerships with native sellers and discover newer fashions for fulfilment, together with hyperlocal supply fashions. This has been enabled by improvements in our provide chain to ship groceries, ecosystem partnerships together with Uber, Meru, and so on. and with trendy retail chains like Spencers, Vishal Mega Mart, and so on. All these adjustments didn’t come with out important challenges within the lives of our workers. Our groups throughout catalogue, fulfilment, vendor platform, customer support, and so on. needed to make these adjustments in speedy time to make sure clients or sellers proceed to expertise our providers with out disruption.

So the previous few months have accelerated our pace, agility, and dedication to maintain tempo with exterior developments. Nonetheless, it additionally introduced a problem to maintain workers motivated and protected. Every part that we did throughout this time is pushed by the necessity for worker security, their well-being and progress.

How did you prioritise studying and growth throughout this time?
We had issued an advisory and made WFH necessary for our company workers from March 9 as part of our enterprise continuity plan. Our precedence additionally shifted in the direction of methods through which we might assist the purchasers’ want for necessities. Whereas we’re persevering with to make money working from home, we additionally consider that this shouldn’t be a deterrent for our workers for upskilling and contributing meaningfully, and we’re specializing in this in order that they will emerge from this case with a sense of non-public {and professional} development. Varied programmes have been devised round this and executed with digital instruments. For our provide chain workforce, we have now developed studying and coaching (L&D) programmes which have largely been digital. This turns into important because the workers wants ongoing coaching retaining the social distancing norms in thoughts. Digital platforms are being leveraged to create strong and dynamic coaching modules in a brief span of time. Nonetheless, this isn’t an off-the shelf idea and because of the newness, it must be very simple and tailored to swimsuit their wants.

How has the corporate moved the coaching of provide chain executives on-line?
We had already begun the shift to on-line over a yr in the past throughout our provide chain, together with our supply executives and technical workers. The pandemic has merely accelerated this shift. Because the nation heads in the direction of the festive season and tens of millions of latest shoppers might be utilizing e-commerce for the primary time, quick and efficient coaching of our workforce holds the important thing to shoppers’ expertise. We’ve got checked out numerous coaching within the features of provide chain equivalent to supply, product dealing with, shopper etiquettes, product set up, and POS machine operation, have all been moved on-line, together with induction coaching and refresher programs. Nonetheless, any coaching that requires face-to-face interactions is being performed whereas observing social distancing norms. Moreover, with the intention to assist the anticipated improve in demand throughout the upcoming festive season, we have now expanded the availability chain to create as many as 70,000 direct jobs and partnered with over 50,000 kiranas, all of whom are being educated by means of digital modes.

What studying instruments are getting used for the blue-collar workforce?
The L&D instruments are easy and are a considered mixture of generally used apps equivalent to WhatsApp, Zoom, and Hangout, together with Flipkart’s personal studying administration system (LMS) to coach and upskill our provide chain workforce. We’ve got had trainers sharing pre-recorded movies on Whatsapp and emails to workers so as to add a private contact to the session and strengthen the connection between trainee and coach. For the ladies within the Provide Chain, we have now a programme known as ‘Venture Evolve’ that goals to create an built-in pipeline for girls workers and consists of constructing an empowering mindset, functionality growth and training.