Training & Development - Pfizer

SPARTANS
BURN OUT PREVENTION
Managing stress to meet the demands of work and life

Submitted to Mr. Ali Khurram Pasha Submitted by Wajiha Khan (8476) Aurangzaib Alam ( ) Salman Haider ( ) Saqib Azmat ( ) Submitted on 20th August, 2011
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Training & Development - Pfizer

Table of Contents
1. Executive Summary.4 2. Company Profile..................5

2.1

Corporate Strategic Goals..5 2.1.1 Our Approach...5 2.1.2 Integration....5 2.1.3 Collaboration6 2.1.4 Clarity & Candor..6

3. Tasks Particulars7 3.1 Organization Visited ... 7 3.2 Training Managers7 3.3 Training Session Attended7 3.4 Training Venue 7 3.5 Launch Time.7 3.6 Number of Participants for the session.7 3.7 Set up ...7 3.8 Training Mode..8 3.9 Evaluation.8

4. Else ask him to brief you what steps they follow in their organization from training design
to training execution ........8 4.1 Pre Training Design Activities8 4.1.1 On the job.8 4.1.2 Performance Appraisals...9 4.1.3 Examining Problems.9

Training & Development - Pfizer

4.1.4 Advisory Committee.9 4.1.5 Recommendations for Training Audience9 4.1.6 Budget Planning ...9 4.1.7 Budget Approval.10

4.1.8 Timelines, Announcements & Invitations..10 5. Training Design to Training Execution..10 5.1 Objectives of Training Program..10 5.2 Duration of Training Program11 5.2 Hotel & Non Hotel Staying Trainees..11 5.3 Start & End Time ...11 5.4 Sitting Setup..11 5.5 No of Trainers 12 5.6 Venue & Equipment.12 5.7 Methods of Delivery...12 5.8 Execution of Training Program...12 6. Training session and its evaluation.13 6.1 Evaluation.13 6.1.1 Introduction.13 6.1.2 What went well? 14 6.1.3 What went wrong? .4 6.2 Our Evaluation.14 7. How do they calculate the ROI in training? .15 7.1. How does Pfizer calculate the Return on Investment in trainings? .15

Training & Development - Pfizer

1 Executive Summary
Good health is vital to all of us, and finding sustainable solutions to the most pressing health care challenges of our world cannot wait. Pfizer is working in partnership with everyone from patients to health care providers and managed care organizations to world governments and non-governmental organizations. Their goal is to ensure that people everywhere have access to innovative treatments and quality health care. To ensure that every employee throughout our organization plays an active role in implementing their commitment to responsible business, they stress on Corporate Responsibility Issues. In order to create and sustain value for their stakeholders, and for society as a whole, they first practice responsible business principles. And, take into account their stakeholders interests and be held accountable to them. Pfizers Training and Development plays significant role in creating an edge that cannot be easily copied by the competitors. This report is basically analyzing the training on Burnout Prevention, which was aimed to prevent the workforce and to manage the stress to meet the demands of work and life, more over how to utilize even this stress into producing something productive and constructive. In this report we have given Pre Training Design Activities in which we have covered planning starting from the need analysis to budgeting and Training Design to Training Execution that includes all the processes from the initial activities of training till its execution. Our evaluation of this training program, which was the objective of this report as well, was that, Trainer plans and designs of the training programs were in accordance with the requirements identified from the results of a TNA for the relevant staff of the organization. Moreover evaluating the feedback from the participants it was revealed that the training aimed at enabling the participants to learn the knowledge, skills and attitudes required of them. For soft skills Pfizer does not do the return on training investment. Since 70% of the training is via coaching by the line manager and only 20% training are done as per the typical class room structure it is really not feasible to calculate the return on training

Training & Development - Pfizer investment. There is no set formula for calculating Return on Training Investment at Pfizer however the return on investment is measured at the time of summative evaluation.

2 Company Profile
2.1 Corporate Strategic Goals

The world has changed dramatically. Although trust in business had already been dampened by corporate scandals and the collapse of a handful of businesses earlier in the decade, the current financial crisis has raised levels of public distrust of large multinational corporations to all-time highs. At the same time, the role of government in regulating business and addressing societal needs has intensified dramatically. Finally, environmental and social issues such as climate change and access to health care, once the purview of small groups of stakeholders, are now highly visible public policy issues. At Pfizer, these developments have coincided with significant changes within our company. We have reorganized to take advantage of our size and scale while committing to operate with the agility, speed and focus of an entrepreneurial organization. We are also pursuing several strategies, including a greater focus on emerging markets and creating new opportunities for our established products medicines that have lost, or will soon lose exclusivity. We have integrated our global health programs into our broader corporate responsibility efforts to better align our philanthropic programs, corporate responsibility initiatives and business priorities. Our Executive Leadership Team has championed the development of a new corporate responsibility strategy for Pfizer. And most recently, we announced an agreement to acquire Wyeth, the fifth-largest pharmaceutical company in the U.S.
2.1.1 Our Approach:

We are committed to doing things differentlyincluding taking a new approach to continue to build trust in our business and satisfy the needs of people today while protecting the interests of tomorrows generation. To meet these new responsibilities, Pfizer will need to increase the integration of corporate responsibility issues into our business and expand our collaborations with all stakeholders. Our activities over the last two years have set us on the path to meeting these objectives, and we are making

Training & Development - Pfizer additional efforts to ensure that we meet societys expectations as our company grows.
2.1.2 Integration:

This new era of responsibility will require that companies move beyond a corporate responsibility outlook that only addresses certain corporate responsibility issues to make responsibility part of all business operations. At Pfizer, we have taken several steps to improve the integration of responsibility into our business processes and goals. We are exploring exciting new opportunities that may develop from Pfizers planned acquisition of Wyeth, particularly in the vaccines, consumer health care products, and nutritional businesses that are now part of Wyeth. Pfizer is also building on the strengths of our environmental program to enhance sustainable practices throughout our businesses. The objective is to develop a more integrated and strategic approach. This includes creating a framework to prioritize short- and long-term environmental activities, a basis for communicating and engaging with stakeholders and a foundation that aligns with Pfizers overall corporate responsibility platform to reduce our environmental impact on a global basis.
2.1.3 Collaboration:

At Pfizer, we recognize that our business doesnt operate in a vacuum and is intricately connected to the worlds health care systems. We are taking steps to become more active in policy debates, such as health care reform in the U.S. We are earnestly engaging in discussions and dialogue with governments and other key policy stakeholders to ensure that policies support our ability to bring innovative prescription medicines to market and that patients are able to receive the medicines they need. We also appreciate that real partnerships are required to meet our responsibilities within our supply chain. For several years now, Pfizer has been monitoring our suppliers to ensure that our business with them does not indirectly create negative effects on the environment and that workers rights are protected. However, monitoring is not sufficient to minimize effects and guarantee good labor conditions. In many cases, our suppliers are eager to meet our standards for responsible business but lack the knowledge or capacity to improve their operations.
2.1.4 Clarity & Candor:

We have taken many steps over the last two years to make more information about our business available to the public. For instance, we recognize that there are questions about the strength of governance at global corporations. We are committed to communicating openly about our governance structures and processes. In the Governance section of this report, for example, we have reported on our efforts to revise our executive compensation policy to address stakeholder concerns. We also 6

Training & Development - Pfizer understand the importance of providing clearer information about our medicines and science. We are now making the results of all our clinical trials available through the Research & Development section of our Web site.

3. Tasks Particulars Visit an organization. Meet the training manager attend one of the training session if they allow and evaluate.
3.1 Organization Visited

3.2 Training Managers

Mr. Tariq Mehmood Training & Development Manager Mob# 0300-8292871 Pfizer Inc Najma Sanaullah Khan Manager Corporate Trainings Tel# 9221 32212200121-5 Ext 3011 Pfizer Inc.

3.3 Training Session Attended

Burn out Prevention

3.4 Training Venue

Ramada Plaza Karachi (Dilshad Hall) 7

Training & Development - Pfizer

3.5 Launch Time

9:00 AM Sharp

3.6 Number of Participants for the session

Approx 27

3.7 Set up:

U shaped

3.8 Training Mode

Blended (Trainer Led + Self Study)

3.9 Evaluation
An Evaluation is conducted by the training team just after the end of the training session (formative evaluation) on an internally designed format. o Evaluation forms are attached in the glossary for review

4. Else ask him to brief you what steps they follow in their organization from training design to training execution.
In Pakistan Pharmaceutical Industry, Multinationals give special importance to Training and Development of their employees as they strongly believe that the best way to gain long term competitive advantage is to train and develop the biggest resource of organization The People. Pfizers Training and Development plays significant role in creating an edge that can not be easily copied by the competitors, said by Mr.Tariq Mehmood during the interview

4.1 Pre Training Design Activities

Most of the Multinational Pharmaceuticals have well organized Training function that first plays important role in conducting need analysis i.e. where the current performance is fail to meet the required level of performance and then major role in initiating training 8

Training & Development - Pfizer intervention for the colleagues at all levels and in different functions. In Pfizer Pakistan, training programs are defined as per the need analysis through:

4.1.1 On the job

Assessment includes joints visits to the customers along with District or first line Managers or with Training Personnel. Managers, at the end of joint visits, both sales colleague and managers filled an Analysis form which reflect that how sound the sales colleague is in qualitative and quantitative aspects. The form is filled on mutual agreement. For other functions, observations and their supervisor recommendations yield nominations for the training.

4.1.2 Performance Appraisals

Performance appraisals when done effectively, performance appraisals identify training and development needs. On a regular basis (usually once a year), top executives conduct performance reviews with the middle-level managers who report to them. An analysis of the strength and weaknesses for each person determines to what extent there are familiar training needs among the middle level managers. In house or sometimes to new venue other than in-house, Training programs are developed and implemented to meet these needs.

4.1.3 Examining Problems

The results that are being achieved or not being achieved also point to the management training and development. For example, when there is a high turnover among subordinates or first level supervisors, there is probably something lacking in the manager who supervises those people. Exit interviews with the people, who quit, are conducted that points the problem and thereby helps determine whether that could be address through gratifying training and development

4.1.4 Advisory Committee

In Pfizer, an advisory committee also plays role in identifying training needs. This committee consists of some top executives from various departments. They provide advice regarding subjects, schedule, locations and other aspects of training and development.

4.1.5 Recommendations for Training Audience

Once its been decided or confirmed through different investigation and techniques like work samples and joint working, that particular performance problem is due to lack of skills and knowledge, which can be improved to produce expected outcome then we ask for recommendations for the trainees from their managers. Even though we have also identified trainees by that time too but to set mutual agreements and consensus for the 9

Training & Development - Pfizer training audience, we further endorse our identified trainees list with their supervisors to make sure nobody will left out from the training.

4.1.6 Budget Planning

After receiving and confirming trainees list, budget planning is carried out on an internally designed format by finance and compliance department. Budget Planning is a tricky and daunting task as many factors are critical to refer, to keep the budget cost effective like
Hotel Tariffs Room Rents Full Board Packages Travel (Surface Mode + Air fare) Food & Beverages Stationary

4.1.7 Budget Approval

Once the training budget is finalized, it is sent for approval to Executive Committee Members.

4.1.8 Timelines, Announcements & Invitations

After the approval of training budget, schedule of training and many other aspects of training are finalized, and announcement for the training event with recommendations is carried out through supervisors & on e-mails.

5.Training Design to Training Execution

Designing Training Activities and execution, depend upon what trainees need to learn. In short, learning outcome is cleared and in what way the organization will be benefited for the additional knowledge, skills and behavior change of the employees.

5.1 Objectives of Training Program

These rationalize the objectives for the training session which is divided in to: Course Objective
Application Objective Impact Objective Course Objective What is it that the learners will be able to do upon course completion?

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Training & Development - Pfizer

Application Objective What is expected from learners in terms of application of the knowledge/skills at workplace, which have been gained in training? Impact Objective What effects, after accomplishing the application objectives have on the organization or net results?

5.2 Duration of Training Program

Duration of training program depends upon the outcome of training (i.e. mastery of new skills or refresher of previously acquired knowledge) and also on the budget allocated. Initial Sales Training, which is organize every year to train new hires in sales to build up their product knowledge, customer interaction skills and behavioral modeling. This program includes extensive amount of material to cover and case scenario related to sales in practical world. Obviously this cant be done in an overnight or one day time, so preferably one week to ten days are allocated for this training. Following is the list of some programs that are running in Pfizer on interim basis, showing their span of days allocated: Training Program Initial Sales Training Product Launch Training Career Path Training 2nd Line Managers Training Duration (Days) 7-10 1.5 1 2

5.2

Hotel & Non Hotel Staying Trainees

Its important to have knowledge about hotel staying and non-hotel staying trainees, as it predicts the best time to start the session. Sometimes, to keep the budget cost effective, trainees are asked to travel early morning to reach the session on the same day followed by only one night stay in the hotel for two days session. This is true only for those who can travel by surface mode only and not for those who are coming from far furlong areas.

5.3

Start & End Time

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Training & Development - Pfizer Generally start time is 9:00 AM sharp and end time is 5:00 PM. However keeping in view the scenario mentioned in residential and non residential trainees, start time can be kept on flexible side to facilitate trainees arrival at the training venue on time.

5.4

Sitting Setup

It depends upon the number of trainees and then the activities included in training program. U-Shaped Setup is preferable for approx 20-30 trainees and when high interaction is required between trainer and trainees. For number over 30 and up to 50, round table setup is preferred for a session like effective Teams. Conference setup is also used in annual conferences where the number reaches up to 500.

5.5

No of Trainers

Pfizer has a well organized training team consisting of eight training professionals in Pakistan. They have regional postings and they look after the training needs of Pfizer employees in their respective region. Training programs are arranged, organized and conducted by Pfizers own training team of professionals.

5.6

Venue & Equipment

Venue is decided keeping in view the security and convenience of trainees. Where they feel comfortable, at ease and get an easy access to routes for their original destinations. Along with these factors, food and beverages quality, availability of training space, courtesy of staff, rooms comfort is also considered in the selection of Training Venue Equipments like Multimedia, Navigators, pointers, other materials for the training activities are arranged prior to training event or in case of unavailability, requisition is raised to replenish their inventory to use these tools as and when ever needed.

5.7 Methods of Delivery

In Pfizer, trainer led, self study and blended learning is used as methods for delivery. Selection of either of these or combination depends upon the nature of the training program. Program Initial Sales Training Product Refresher Compliance Certification Method of Delivery Blended Trainer Led (Usually) Self Study

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Training & Development - Pfizer

5.8 Execution of Training Program

Proposed training program is executed as per the training design after completion of which evaluation of training program begins.

6. Training session and its evaluation

Two members from our group, Saqib and Aurangzeb visit the Pfizer head office on Wednesday 17-08-2011, and met the corporate training manager in the training department. A detailed discussion was done from either side on the topics of our project, we requested to give us a chance to attend any of training but unfortunately they excused due to Ramadan (No trainings are planned in Pfizer during Ramadan), however they share with us the last training which was organized by the organization for the senior sales personals The title of the training was Managing stress to meet the demands of work and life A soft skill session with the blended learning through power point presentation. In the discussion they told us about the venue, duration, no of trainees, the investment for the training session and detail as mentioned below. The training was conducted at Hotel RAMADA, adjacent to old airport on 2nd July 2011, it was a full day training which was facilitated by two training managers of Pfizer. A total of 27 trainees attend the training from all over Pakistan, two tea breaks and a buffet lunch was served at the LA Terrace. As we couldnt attend the training session so for the evaluation we asked them for the evaluation done by them, they shared with us the feedback from the trainees which is attached in the last of the report. In addition to above they share with us the training contents which also are added in the appendix in the last.

6.1 Evaluation
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Training & Development - Pfizer

6.1.1

Introduction:

A vital aspect of any sort of evaluation is its effect on the person being evaluated. Feedback is essential for people to know how they are progressing, and also, evaluation is crucial to the learner's confidence too. And since people's commitment to learning relies so heavily on confidence and a belief that the learning is achievable, the way that tests and assessments are designed and managed, and results presented back to the learners, is a very important part of the learning and development process. People can be switched off the whole idea of learning and development very quickly if they receive only negative critical test results and feedback. Always look for positives in negative results. Encourage and support - don't criticize without adding some positives, and certainly never focus on failure, or that's just what you'll produce. This is a much overlooked factor in all sorts of evaluation and testing, and since this element is not typically included within evaluation and assessment tools the point is emphasized point loud and clears here. Evaluation is not just for the trainer or teacher or organization or policy-makers evaluation is absolutely vital for the learner too, which is perhaps the most important reason of all for evaluating people properly, fairly, and with as much encouragement as the situation allows.
6.1.2 What went well?

Punctuality of the trainees. Well prepared presentation of the facilitator. Very clear and crisp course content. Trainer was knowledgeable. Group participation.

6.1.3 What went wrong?

The Exit hall was not mentioned in the course envelope.

6.2 Our Evaluation

By evaluating the feedback from the participants it was revealed that the training aimed at enabling the participants to learn the knowledge, skills and attitudes required of them.

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Training & Development - Pfizer Trainer plans and designs of the training programs was in accordance with the requirements identified from the results of a TNA for the relevant staff of the organization.

7. How do they calculate the ROI in training?

7.1. How does Pfizer calculate the Return on Investment in trainings?
A typical training model of training at Pfizer is as follows: Coaching by Line Manager: 70% Class Room based Training: 20% On the Job Training: 10% Pfizer Pakistans calculation of Return on Training Investment is limited to selling and technical skills only. For all other soft skills Pfizer does not do the return on training investment. Since 70% of the training is via coaching by the line manager and only 20% training are done as per the typical class room structure it is really not feasible to calculate the return on training investment. There is no set formula for calculating Return on Training Investment at Pfizer however the return on investment is measured at the time of summative evaluation.

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Training & Development - Pfizer Once gap analysis is done for a team or an individual the right kind of training is identified. After the training intervention weekly report of the trainees performance based on the skill set trained during the training is done by the line manager. In these reports the line manager identifies and checks the pre-training deficiencies in an individual that were necessary for his or her performance and how the current performance has either improved or decreased after the training separating all other nontraining factors i.e. market dynamics, The level of change in the skills set after the training as identified by the line manager is taken into consideration. If the skills used during the performance were part of the training then that particular training is considered to be a successful investment otherwise it is considered to be a loss in terms of investment.

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