3 - 5 years
4.1. The results
4.1.2.1. Positive Feedback
The following is a summary of the key positive comments from participants and their learning outcomes:
• The training team was complimented on the excellent work done and delegates were impressed by the "very illustrative and well built/ structured" model.
• Delegates realised that (technical) steps such as, weighting of components, network and cost allocation and grouping of customers are not as easy as they sound but are perfected through nifty practice and ingeniousness.
• Most delegates enjoyed the hands on approach (using the computer simulation programme) as it helped to conceptualise the Tariff Design concepts.
• It was also useful and insightful; each team was expected to have a presentation (to the regulator) of their designed Tariffs. This was a reflection exercise which gave team members the confidence to explain and defend their tariff outcomes in terms of customer benefits.
• "The interaction between employees from competitive organisations was a first and useful ideas on differing methodologies of tariff design were expressed. This leads to learning opportunities for all."
• Delegates had an eye opening experience where they saw where they fit into the distribution business and how important their individual roles are in their designated departments as they have the potential to affect all business aspects. This calls for the importance of disseminating quality information (at a given time-period) needed for input in the process of designing tariffs. They were able to see the big picture and how it is important for each individual to do their jobs efficiently in future as not to delay the tariff design process, which takes about six months to be completed.
• This intervention increased the delegates' understanding of the business in so much that delegates requested that they receive more on-job training in this aspect as well as mentorship programmes to guide them in becoming specialists in this business area over the long run.
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• The delegates learnt to appreciate the hard work that goes into designing tariffs, how one has to have an overall knowledge of the business and in addition, an idea of the expected achievements and goals in terms of the tariffs structures.
• Many delegates also experienced a culture shock, by realising the complexity and in- depth knowledge needed in order for one to design tariffs. This awareness brought them to an understanding and appreciation for the people currently undertaking this task in their region. This meant that each individual still had a lot to learn regarding this aspect of the business.
• Delegates seemed to be impressed by the holistic, step-by-step and logical approach that this course/ workshop follow over the five days as well as re-enforcing of the learning process. This feedback indicates that most delegates left the workshops inspired and motivated to improve in their jobs (especially with providing quality data to the next person in the chain) as well as to go out there and promote the importance of cost-reflective tariffs.
• An important point raised here was that one should do careful investigation and research when collecting and consolidating data before setting up tariffs; while doing this, one should ensure synergy between the different role players (in their region) who give input into the Tariff Design process.
4.1.2.2. Negative Feedback
The following is a summary of the key customer (positive) comments and their learning outcomes:
• Delegates had a lot to say about the simulation programme itself. The fact that there were software discrepancies with some of the laptop computers used at these workshops. The problem identified here was that some laptops' software was not compatible with this cost-based simulation programme. These problematic laptops were those that belonged to delegates who volunteered them at the beginning of the course and thus they were not checked for compatibility prior to the course.
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• Complaints were raised about the length of the workshops (five days); some complaint it was not enough while other said it was too long!
• Concerns about the suitability of the target audience and if it was relevant for some of the people who attended to have undergone such intense tariff design training.
• Some delegates were uncomfortable with the group sizes that they were placed in (there were 5 - 6 people in a group comprising of delegates from different entities)!
These delegates believe that if the groups were smaller, then this would allow more participation and understanding by individuals.
• Some complaints about the (fast) pace of the workshops and that those delegates not good at utilising the Microsoft excel programme should be considered.
• Problems with the software is that although the actual course is in perfect consistent steps, the software somewhat delay the smooth running of the course as it is inconsistent with some data missing here and there.
• Another concern mentioned was that delegates would have liked to know their fellow- team members beforehand (via introduction and scope of work) and would have liked to be informed of the end-goal, that is, the presentation to the "NER" expected from all groups at the end of each five-day course...
4.1.3. Delegates pledges to improve in their workplace
The latter learning outcomes have motivated the delegates to improve aspects of their job outputs by applying what they have learnt in their own work environments;
• To ensure better documentation of information and strive to collect the required information (which is lacking) on time. (There are gaps in regional data that needs to be curbed soon).
• On the above-note, to concentrate on data management (ensuring to collect quality data) and customer responses or queries.
• To be better at assisting customers with information by informing customers of the different tariffs available and by explaining the rationale behind those tariffs.
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• To be more sensitive on the impact of cost of supply study results on customers when designing tariff structures, therefore designing cost reflective tariffs.
• Those that are not directly involved in tariff design, pledged to be more appreciative of the pricing department, data gathering, cost of supply studies, and so on.
4.1.4. Future possibilities to address concerns
The following are the aspects are out of scope for this pilot project, thus could not be addressed (at this point) but will be taken into consideration in future:
• This is a highly advanced course, thus there are certain pre-requisites that each delegate should go through before attending these workshops. Firstly, the targeted audience should be at a certain educational or practical level. Obvious knowledge required includes; the use of a calculator (number converting etc), advanced or intermediate excel knowledge, knowledge of statistics (using excel), detail orientation, analysis techniques.
• The distribution of the software package to each individual to be used to apply tariff design principles learnt upon return to their workstations. (This cannot be done currently because this model is still under construction and is not yet perfected - reviewed after every course (as discussed) and all copyrights and intellectual property of this product belongs with Distribution Pricing until direction is given through EDI Holdings Company).
• The attendance of the workshops by all members involved in the cost of supply study per region or entity.
• Group dynamics - the training team has no power to control the delegates' behaviour towards employees from other organisations or their willingness to work in a group or their level of comfortability to work with people from different organisations.
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4.1.5. The learning outcomes that evolved as the workshops progressed
There is a belief that an intervention of such magnitude cannot just go by within an organization or a certain industry without having some sort of impact on its subjects: that is a paradigm shift (mindset) amongst the participants (as well as the training team itself).
Below are some points that should be highlighted in the business following this intervention:
• Fellow delegates will learn to work independent of head office assistance to design their own tariff structures in the future.
• Participants experienced a culture shock having to work with employees from other competing entities. However, most of them quickly adjusted (had a shift in mindsets) and managed to cooperate with each other during these Tariff Design workshops.
• The Pricing experts or SMEs have learnt throughout this whole project (from conception phase up to now) to share their knowledge generously with others (without hesitation) in turn empowering the participants.