THIRUVANANTHAPURAM: Don’t be surprised if you find an unusually friendly behaviour by the staff of BEVCO liquor outlets of the Kerala State Beverages Corporation (KSBC) when you go there next time. The corporation has initiated behavioural training sessions for the staff in the wake of widespread complaints. The corporation is also initiating a host of measures to improve the ambience of the liquor outlets as well as planning a mobile app that helps customers to locality the availability of any specific brands. Rewards would also be instituted for the shops on the basis of customer friendliness and ambience.
KSBC managing director H. Venkatesh told DC that on an average about two complaints were received daily regarding the behaviour of BEVCO outlet staff towards customers. Hence the training programme has been initiated. The first training session for staff of the outlets of southern districts of Thiruvananthapuram, Kollam and Pathanamthitta was held here on March 1.
The sessions of central and northern districts would be held soon, preferably on the first day of the coming months as the shops would be closed on those days. Management experts from government institutions and a Bangalore-based professional agency are being engaged for the training programme. The training is based on the Japanese 5S management strategy (Sort, Set in order, Shine, Standardise and Sustain).
Mr. Venkatesh said that steps for improving the ambience of shops were also being initiated. Card payment facility was already made available at 100 shops and it would be extended to the remaining 170 shops also in a phased manner. Token system for customers was already introduced in 15 shops having the maximum rush and it would also be extended to other shops considering the rush. Once the ongoing computerization of the inventory of all shops was done, a mobile app offering a host of features like locating the availability of any particular brand at any shops would also be launched, he said.
