Dealer Capability Building Workshop: UTKARSH – Learn and Grow

August 23, 2024

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In today’s competitive market, dealer capability building is more critical than ever. Recognizing this, Lovely Professional University (LPU) has taken a step to empower Bharat Petroleum Corporation Ltd. (BPCL) dealers through its transformative ‘Utkarsh – Learn and Grow’ Dealer Capability Building workshop. It was designed to equip dealers with cutting-edge skills and knowledge, giving them a decisive advantage in the market. By investing in the growth of BPCL dealers, LPU helped them to secure a competitive edge and also to foster stronger customer relationships and ensure sustained business success.

The inaugural session commenced with a promising tone, symbolizing a collective dedication to empowerment, innovation, and growth within the BPCL dealer community. The ceremonial lamp lighting marked a significant milestone in partnership and progress.

Inaugural Ceremony: Dealer Capability Building Workshop: UTKARSH – Learn and Grow

Dr. Sanjay Modi, Pro Vice-Chancellor, LPU, set the tone with a warm welcome and highlighted the workshop’s pivotal role in fostering learning and development. He shared his insights on the new age management strategies for excellence and innovation in retail business.

Dr. Sanjay Modi, Pro Vice-Chancellor, LPU

Sh. Sanjay Chaubey, the distinguished State Head of Retail, for Punjab and Jammu & Kashmir shared BPCL’s vision of being the most admired global energy company leveraging talent and technology. He appreciated Lovely Professional University for the transformative influence of previous training programs, emphasizing their instrumental role in bringing significant and tangible improvements at BPCL retail outlets.

Sh. Sanjay Chaubey, State Head of Retail, for Punjab and Jammu & Kashmir, BPCL

Mr Ankur Mishra, Territory Manager, Retail, BPCL, Jalandhar welcomed the dealers from north India and shared the intended outcomes of the training program. He encouraged all to participate with an open mind and relish the ‘back to campus’ experience at Lovely Professional University.

Mr. Ankur Mishra, Territory Manager, Retail, BPCL

The workshop was meticulously designed by Dr. Sunaina Ahuja, Mr. Sarabjit Singh Kwatra, and Dr. Rajesh Verma, along with experts from LPU-HRDC and the Mittal School of Business. With a focus on experiential learning and actionable outcomes, the program aimed. at emphasizing how to offer exceptional services at Retail Outlets through updated technology and integrated products, ensuring BPCL’s vision is effectively implemented on the ground.

Dr. Rajesh Verma, Professor and Senior Dean, kicked off the session with a vibrant experiential learning module centered on Strategic Management. They highlighted the significance of adaptability, innovation, and proactive management in steering businesses toward sustained success in an ever-evolving landscape.

Dr. Rajesh Verma, Professor and Senior Dean, Mittal School of Business speaking on Strategic Management

Mr. Rohit Vij, Assistant Professor, Division of Entrepreneurship and Startups discussed the realms of contemporary business, the session resonated with themes ranging from the evolving landscape of the energy industry to the imperative of fostering innovative business practices and channeling entrepreneurial effectiveness.

Mr. Rohit Vij, Assistant Professor, Division of Entrepreneurship and Startups : Entrepreneurship

Continuing the journey with the ethos of ‘Service is Sarvasva’, the next session commenced with an exploration into Customer Relationship Management, spearheaded by esteemed resource panel Mr. Sarabjit Singh Kwatra, Deputy Dean, HRDC and Dr. Rahul Sharma, Professor, MSOB, LPU. The session was a powerhouse of insights, focusing on key aspects crucial for customer-centric success.

Dr. Rahul Sharma: Customer Relationship Management

Mr. Kwatra, in his segment, emphasized critical areas including customer acquisition and retention, holistic service marketing covering all touchpoints, industry-specific CRM practices in the Petroleum and Gas sector, and innovative retail technologies pioneered by BPCL.

Mr. Sarabjit Singh Kwatra: Customer Relationship Management

From mastering social media marketing to refining customer grievance management, participants were equipped with a comprehensive toolkit of marketing strategies essential for thriving in today’s competitive landscape.

First day culminated with the conduct of management games by team of Centre of Professional Enhancement represented by Mr. Guneet Paul, Deputy Dean, LPU. He organized fun management games that mixed entertainment with learning. These games were more than just fun—they helped participants learn important concepts and develop strategic thinking skills.

Mr. Guneet Paul inculcating the participants into Management Games

As part of the program, participants embarked on a memorable “Tour-de-Campus” to discover the intricacies of the LPU campus. This meticulously organized tour aimed at familiarizing the participants with the cutting-edge infrastructure and facilities that epitomize LPU’s commitment to excellence in academics, research, innovation, and sports

Exploring Excellence: A Journey through the LPU Campus

Moreover, the tour also emphasized the LPU’s dedication in providing a conducive environment for learning and growth. By the end of the tour, participants not only gained insight into the physical infrastructure of LPU but also experienced the vibrant energy and spirit that permeates throughout the campus.

The first session of the second day focussed on Human Resources and Behavioural Skills. Dr. Sunaina Ahuja, Professor and Dean, Head HRDC, LPU, Dr. Savita Gupta, Professor, HRDC LPU and Dr. Shikha Goyal, Associate Professor, LPU created a dynamic learning environment through engaging case studies, role plays, and interactive activities. Participants honed their understanding and skills in various aspects, including the service value chain, customer satisfaction models, succession planning, and performance enhancement strategies.

Dr. Sunaina Ahuja: Human Resources and Behavioral Skills

Dr. Savita Gupta: Human Resources and Behavioural Skills

Dr. Shikha Goyal: Human Resources and Behavioural Skills

The second session of the second day titled, ‘Sales Promotion’ was conducted by Mr. Rajeev Gupta, Assistant Professor, LPU and Mr. Ajay Kumar Sharma, COD, Department of Corporate Training, HRDC, LPU. They discussed advanced sales strategies, highlighting the importance of mobile ordering and fuel delivery apps, as well as subscription-based fuel services. They also explained how using technology and digital payment methods like UFILL, SBI BPCL card, and Hello BPCL can boost sales.

ships, with a focus on driving profitability and attracting a wider customer base through sales promotions.

Mr. Rajeev Gupta and Mr. Ajay Kumar Sharma: Sales Promotion

Next session was conducted with an immersive and interactive experience as participants delved into the Action Learning Project – Part 1, under the expert guidance of Dr. Mridula Mishra, Mr. Sarabjit Singh Kwatra and Mr. Puneet Soni. This segment served as a cornerstone in the program’s framework, designed to instigate meaningful change and foster collaborative engagement among participants.

Equipped with a comprehensive template meticulously crafted by program facilitators, participants embarked on a journey of self-discovery and organizational improvement. The template facilitated the identification of six core areas for enhancement, providing a structured approach to address prevalent challenges within their respective domains.

Mr. Sarabjit Singh Kwatra.: Action Learning Project

Dr. Mridula Mishra and Mr. Puneet Soni.: Action Learning Project

In essence, the Action Learning Project – Part 1 served as a catalyst for organizational transformation, fostering a culture of continuous learning, innovation, and collaboration. As participants embarked on this transformative journey, they laid the groundwork for future success, trained with actionable insights and a shared commitment to excellence.

The evening culminated in an enriching and delightful experience as participants gathered for dinner at Rangla Punjab, a renowned establishment known for its authentic local cuisine and vibrant ambiance. Against the backdrop of traditional decor and warm hospitality, participants were treated to a culinary journey that celebrated the rich cultural tapestry of Punjab.

Cultural Fusion and Professional Networking: An Evening at Rangla Punjab

On day third Dr. Babli Dhiman, Professor, Mittal School of Business, LPU conducted very informative session on Commercial Acumen, leaving an indelible mark on participants’ understanding of financial management. Through her expertise and insightful delivery, Dr. Dhiman highlighted maintaining a healthy financial status effectively within organizations, emphasizing key activities essential for financial health.

Dr. Babli Dhiman: Commercial Acumen

The afternoon commenced with Action Learning Project – Part 2, where participants presented their action plans for improvement, guided by Dr. Mridula Mishra, Mr. Sarabjit Singh Kwatra, Mr. Ajay Kumar Sharma and Mr. Puneet Soni. Through collaborative efforts, they identified core areas for enhancement and devised actionable strategies, aligning theory with practical application. Participants presented meticulously crafted action plans to drive tangible improvements within their respective retail outlets.

Action Plan Presentation by participants

The program culminated in a momentous valedictory session, graced by the esteemed presence of Mr. Ramlal, Chief Manager Retailing Initiatives- Punjab and J&K, HPCL. His heartfelt acknowledgment of the collaborative efforts between BPCL and LPU added a profound significance to the partnership, he highlighted the significance of continuous improvement through self-critique, regular monitoring and frugal innovation, for quality excellence in customer service, delivering BPCL’s promise of Pure for Sure

To mark the successful conclusion of the program, Mr. Ramlal, Mr. Kwatra and team HRDC took centre stage to honor both participants and resource persons with certificates. This symbolic gesture celebrated the participants’ dedication and recognized the invaluable contributions of the experts who enriched the program with their knowledge and insights.