GSC COMMERCIAL L&D NEWSLETTER

Contents:

• Designing for Impact: The Vision Behind Instructional Design

• MNL L&D Cultivating Learning

• Launch of Artemis and Pilot batch in August 2023 for WCA and APA

• Level Up the Capability for FSM

• Commercial T&D for Sales and LTA this year

• Commercial Excellence Team: Unleashing Capabilities for the future!

• Start Up a learning Journey with Us in GSC China

• Agent Assignment Model – NAM

• Air and LCL - Supporting theimplementation of CW1

• FINOPS Upskilling Training

• Leading Maersk: Learning is a journey, not an event

• Supporting the new Supply Chain Platform (SCP)

• GSC American Nearshore New Hire Training (Mexico & Brazil)

• GSC L&D Rewards and Recognition Q2

Designing for Impact: The Vision Behind Instructional Design

By: Abhishek Jayan, Instructional Designer

In the evolving landscape of the global shipping and logistics industry, ensuring the success and competitiveness of a company like Maersk lies in the continuous development of its most valuable asset: its employees. As one of the world’s leading integrated container logistics companies, Maersk recognizes the indispensable role that employee training plays in empowering its workforce with the skills, knowledge, and adaptability necessary to help Maersk grow in the modern shipping sector. To achieve this outcome, Maersk needs a wellequipped and efficient team, hence the existence of the GSC Commercial Learning and Development team.

Who are we?

Among the various teams within GSC Commercial L&D, we have the Instructional Design (ID) team to create and prepare training materials, mostly digital, and to develop engaging and effective educational solutions.

In simple terms, Instructional Design is the creation of learning experiences and materials based on the given information, resulting in acquiring and applying knowledge and skills. This dynamic discipline, often referred to as the “science of learning,” involves a systematic approach to creating effective and engaging learning experiences that cater to diverse audiences.

An Instructional Designer is somebody who breaks down the given information (complex format to simple), builds the flow, and adds the method of delivery to get achieve the learning outcome.

As a part of the Instructional Design team at Maersk, we communicate with stakeholders to obtain necessary information for developing learning materials, analyze the given information, and then recommend appropriate learning solutions in all delivery formats, be it face-to-face, e-learning, etc.

What are we working on?

The ID team is currently working on numerous high-priority projects inside and outside GSC. The FINOPS refresher course, which is an important one, involves providing refresher eLearning courses to existing employees on various FINOPS processes. Another major project handled by the ID team is the training for the New Supply Chain Platform (NSCP) using WalkMe, a digital adoption tool, that would improve the LNS process & document management and replace legacy platforms.

As an organization-wide project, we are working on standardizing the existing SOPs and creating new SOPs for L3, L4, and L5 processes at Maersk, and linking them to the ARIS map.

Along with these high-priority projects, we also have several other important digitalization projects like Navitas, a project with a great vision to provide scalable solutions that accommodates APMM’s future energy requirements, encompassing a diverse range of energy sources and stages of the energy value chain.

The team also extends help with Ocean New Hire training modules and SCM New Hire modules used to onboard the new joiners and help them learn the process and systems used in the CX process and provide an overview of Supply Chain Management and Logistics process; Supply Chain Management Export Cycle; myMaersk system; and FCR and HBL Issuance for new hires.

Cloud Telephony, a key enabler to improve voice interaction, and SAP inland P2P module for FinOps new hires are a few other commitments that we’re delivering.

Miscellaneous projects: SCM OPS New Hire Digitalization, CMD, Transport Plan Change View (TPCV) eLearning, BMW & BOSCH, Inland Transport Newsletter Video, DEI and SOM Banners.

What have we achieved?

The Instructional Design team has delivered the following projects and have received positive feedback from all the stakeholders.

Notable achievements for 2023 Q1-Q2:

• Created 195 smart walkthroughs and revised 113 smart walkthroughs for NSCP.

• Created 5 SOPs for the SOP standardization project.

• Deliver 7 modules for the FbM project by September

• Completed 6 modules for FinOps, and created a learning path for the project

• Completed 9 modules for SC Ops New Hire training

• Completed 1 module for Transport Plan Change View project

What is the vision ahead?

The primary goal of the ID team is to move ahead and focus on ongoing projects like NAVITAS, SOP creation, FbM, NSCP, and Miscellaneous projects, to deliver them on time as per commitment, and to deliver efficient and desired outcomes.

The team will invest time to upskill on various animation and visual effects tools to add more creative and visual elements to the courses. The team will continue to learn more about instructional design theories, discuss more creative inputs and explore ways to make enhancements to the training materials.

Instructional Design team will continue to support Maersk’s pursuit of organizational growth and employee empowerment. ID team will work in alignment with the GSC Commercial Learning and Development team, and help exemplify a holistic approach to training and performance enhancement of Maersk’s employees. As Maersk navigates the complexities of a rapidly evolving global shipping and logistics landscape, the Instructional Design team will echo a commitment to continuous improvement and serve as an inspiration to enterprises seeking to unlock the full potential of their workforce.

Notable works from the team: (review links):

• (FbM)

a Fulfilment Opportunity

How to Effectively Run

• (FbM): Financial Principles Training

Our internal team engagements

MNL L&D Cultivating Learning

by: Janeza Sumadchat - Process Trainer

Katrina Joy Gamban - MNL L&D Manager

The Manila Learning and Development Team (MNL L&D) has demonstrated unwavering commitment to nurturing the learning journey of the Execution team. Throughout the year, the MNL L&D team has remained dedicated to its mission of delivering top-notch training experiences and fostering learning growth, closely aligned with the global L&D’s foundational principles.

Embarking on the year with great enthusiasm, the team’s collaboration on the Wayfair Migration project set a high standard for the rest of the year. With an impressive coverage of 34 personnel, the team’s efforts in providing seamless support during the migration highlighted our dedication to enhancing the skills of the Operations team.

The MNL L&D team’s dedication to growth is evident in our onboarding initiatives. Welcoming 64 new members into the Ocean and LnS departments underscored our commitment to instilling a strong foundation of knowledge and skills within the workforce.

A standout achievement of the year has been the certification of 40 training gurus. This accomplishment showcases the team’s determination to create a self-sustaining learning ecosystem, where knowledge transfer becomes an integral part of the organizational culture. These certified gurus play a pivotal role in nurturing learning at all levels within the organization, perpetuating a culture of continuous improvement.

The MNL L&D team’s offerings have remained rooted in their core principles. The provision of refresher and process trainings, a hallmark of our approach, continues to ensure that the Operations team is equipped with up-to-date skills and knowledge. The commitment to excellence is further exemplified through the multiple batches of case management to excel training and the comprehensive understanding of Ocean processes, including COMET, Spot, and Rock.

We take pride in the numbers we achieved for this year’s Refresher offerings to date:

•  Case Management 185 HC

•  SCM and 4PL Overview 2 HC

•  MS Excel 33 HC

•

 COMET 99 HC

•

 NeoNav TTT 3 HC

•  Rock Cascade 130 HC

•

 Spot Refresher 25 HC

In essence, the Manila Learning and Development Team’s dedication shines through in their consistent efforts to foster growth within the Operations team by equipping ourselves through continuous upskilling and cross training of processes across all curricula. Their ability to adapt to challenges, embrace innovation, and uphold their commitment to learning and excellence serves as a true testament to their pivotal role in cultivating the skills and knowledge of the workforce.

Wrapping up the successful Wayfair Migration Training

Wayfair in Action

The MNL L&D Team

Case Management Training for SCM APA

Launch of Artemis and Pilot Batch in August 2023 for WCA and APA

by: Gauravkumar Shah - Process Trainer

With a giant leap towards our future

CX Platform, providing One Maersk consistent support, betterexperience to our customers, and in alignment with our Integrator Strategy and reducing cost to serve, we introduced Artemis to our Ocean Finance teams.

What the platform aims at:

• Saving License Costs of 1.25 Mn USD for FY’23

• Improvement in Customer Felt Re sponse Time (10% Reduction)

• Performance & Workload Distribu tion Visibility

• Data Driven Customer Insights

• Reducing vendor lock-in and lever age in future negotiations

• Custom build Flexibility

• In-House Capability & Speed to Market

• Integrated Agent Journey

The journey so far:

• Classroom & virtual sessions conducted by Commercial L&D Trainer Gaurav.

• Colleagues from both GSC & Front Line for APA & WCA went through the 16 hours long session where they familiarised themselves with the application, navigating through the unique features which involved extensive first-hand practice making them ready for the go-live.

• An interactive session ensured that participants remain engaged throughout the session which also helped them to get their doubts addressed from the business perspective.

• Successfully trained 105 colleagues in 3 batches, with more batches in pipeline basis the go-live of various countries.

•

Level Up the Capability for FSM

by: Cherry Yang - CGD L&D Manager

•

FSM as one of key focus of GSC 2023, capability and knowledge readiness is key foundation to ensure the successful.

To support the FSM journey, L&D have a study of the building block in scope for GSC and identify the key building block which we needs to enhance knowledge. Base on the study, we designed the SCM preprocess training for those building blocks with 5 course as below:

• Pre-booking & Vendor Booking

• Carrier Booking

Cargo Planning

Documentation related

• Import

Additional to this, L&D leverage the existing training program in L&D team, designed the learning journey for colleagues from different knowledge background:

As for now, we had conducted 12 batch training with more than 50 colleagues from NEA, UAE, IBS, SWE, EME team joined, and training combining of on boarding, pre-process training and softskill related etc. In the coming month, we have continued support the FSM capability building.

Here would like to thanks to all L&D trainers for their efforts to design and delivery , special thanks to Amol Dattatraya Todkar; Angela Li Jun Wang ; Kavitha Murthy; Neha Mahesh Mishra; Kimberly Joy Fabicon Navarrete of their additional efforts to support this project.

Commercial T&D for Sales and LTA this Year

For LTA, 14 modules are live on LMS along with a few teaser infomercials on Rate Structure and CoPo. We will be continuing to support the OMCLM / LTA project right until it is integrated throughout the organisation.

by: Grace V, Anju F, Melinda F, Gayathri S, Ramya S, Jatin P (Commercial Sales Team)

Maersk as a thought leader and industry behemoth, not only has “People” at the centre of its Values but also, a meticulously crafted learning and development plan for all employees at any given stage of their life cycle in the organisation.

From onboarding training to sandboxing to continual learning and then developmental learning, each vertical pays close attention to how they can get the best out of the workforce.

The GSC Commercial T&D department is led by Jayanthi Suseelan.

The Commercial Sales and LTA T&D department has 7 members situated across Manila, Chennai and Mumbai – each member acts as a global process focal for T&D.

We are a one-stop-shop for all learning from onboarding up to Release to Floor and also look at Refreshers and Project based training – be it, process, technical, hard or soft skills. We have a very talented and dedicated team of certified Process trainers who go into the depths of all process sessions while our inhouse team looks after what can be called “pre-process training”

We work closely with the Commercial Excellence team for Behavioural requirements. Other support partners include the Execution Excellence and PEX team.

There are fewer new hires than usual over this past quarter. We have put our focus on projects like SOP standarisation, OD interventions like team building and communication as well as the big ticket items like LTA content creation and the Sales CoE.

Individual FTEs across all businesses across all GSCs have now been mapped on the Competency Matrix. In Phase 3 now, we have rolled out a training programme fortargetted TNI. High focus areas for the remainder of 2023 are several Behavioural topics as well as Agile and other technical pieces. Simultaeneously, we are working on turning lenghty learning plans in to modular sessions to allow better adherence to the 70:2:10 methodology at Maersk.

Our focus will continue to work on the changing asks within our vertical with brand Unification and upskilling all colleagues on changes due to automation and other lean process efforts.

Over the next 3 months, we aim to add 11 more certified process trainers to the existing pool of about 80 across businesses.

Process upskilling within the training team is a constant Work In Progress.

We are also proud to have 3 of 7 members at a respectable level of e-content design and development and we try to keep abreast of all enhancements in Rapid Authoring Tools and learning design.

We will restart our effort to upskill across verticals to contribute better. We will continue to perform at our best capacity at BAU while adding value and being worthy support partners for our businesses and the organisation at large.

We do occasioanally post on Yammer and look forward to engaging with you there! .

Commercial Excellence Team: Unleashing Capabilities for the Future!

by: Geralyn Olivia Barrett - Commercial Excellence Manager

With the CX vision as our north star, the goal is to build our organizational capabilities to deliver on the Customer Outcomes with emphasis on providing proactive and value-adding customer experience – consultative. While, at the same time, giving our people a positive learning experience to ensure they continue to be highly engaged. Behavioral skills are becoming a necessary ingredient to any successful team. Developing mindsets, skills and behaviors will result in transformation of individuals as well as building the right organization culture.

This yearthere has been a high focus on establishing role-based capabilities for Customer facing, Execution,

FinOPS and Leadership roles. We have now concluded the cascade of the new Competency Framework for Individual Contributors including the demonstration of the Competency Assessment Tool (CAT) globally.

To highlight, the assessment is not an appraisal. It is meant to provide visibility on which area our people need support in for their development. With the introduction of the “Trusted Advisor” Model, we hope that it gives you more clarity on how we can bring the organization into “Consultative” as anchored on our CX Visions 2025. We know that the desired transformation cannot happen overnight – the journey will require time and more importantly, commitment to continuously develop, individually, as a team and as an organization.

Phase 1 we have onboarded 1800+ colleagues. This covers all Customer Experience (CX) individuals whose responsibilities include communicating with the customers directly through single or multiple communication channels such as email, phone, etc.

To support the soft skills capabilities, this year, the digitization of CarePRO will address the improvements necessary for learning flexibility and knowledge retention. It will address 5 key capabilitiesOwnership, Proactiveness and Customer orientation, continuous improvement and effective Communication. We have conducted 55 sessions covering 1040 participants across all sites. The other need-based soft skill capabilities were also supported with 96 sessions conducted, with an overall coverage of 1683 participants.

As a part of the Leadership capability development, the Leadership Development squad, are focused on improving the onboarding process of New Leaders (<12 months) and strengthening their capabilities thru our development initiatives. It is with this objective that you have been identified to be part of this program, to support your onboarding, growth and development. This program focuses on 3 key competencies, namely, Building Effective Teams, Performance Management, and Learning Agility. We have conducted 3 fireside talks with an esteemed panel of strong leadership that had Jobin Joseph, Ananth Venkatasubramanian and Swati Manerikar enlightening and inspiring the new leaders to manage change post stay ahead 3.0. For the leadership curriculum, we have 79% of leaders already completing the course.

Jobin Joseph- Saudi and UAE OTCX & Delivery Lead

Ananth Venkatasubramanian-EME One Team CX & MbM Processes & BOM CAST Accounts Lead

Swati Manerikar-Lead Air CoE Process Execution

Start Up a Learning Journey with Us in GSC China

by: Cherry Yang - CGD L&D Manager

In 2023 YTD, GSC China total training hour 76917 Hours(including L&D training & E-learning record.).

For E-learning, MPACT related course is top as we launched it to all in early of this year.

For L&D session, CM & Microsoft related training with most participants interesting.

SCM E-learning Chinese Course Publish

To improve the knowledge learning effectiveness and easy understanding, L&D team converting 4 SCM E-learning into Chinese version which is available in Mylearning now.

Below are the course which is easily to find and learning also available for leader assign the course to colleagues at Mylearning platform.

• Supply Chain Management and Logistics - An Overview - Chinese

• Supply Chain Management Export Cycle - Chinese

• MyMaersk - Chinese

• FCR and HBL Issuance - Chinese

Mobility Program (Training Guru Certification Program) in GSC China

L&D start up the Mobility program in GSC China in Chinese from 2022 to help team level up team trainer’s skill, the program including total of 18 hours with combination of baseline training ,train the trainer, teach back session and on job training with their team.

As for now, we have conducted 3 batches in GSC China with 25 colleagues enrolled in this program, 2 more session is planned in Q4.

We have more than 20 training guru get certified in GSC China and they are actively play as a trainer role in team to spreading the knowledge.

GSC China L&D Team SharePoint site Launched

This site is for GSC China OTCX & OTCD users to provide the learning related information at a one stop shop which including the On boarding package introduction, learning materials etc.

We have 4 key session, there are:

- Training Catalogue

You can find the introduction about the training offering by L&D team like new hire on boarding, process & system training, soft skill training.

- Learning Repository

You can find the material, recording

and handbook etc offering by L&D team and it organized by different topic enable you can easily find suitable materials,.

- Events & Moments

You can find Key updates on training projects and training moments here.

- Quick Links

Relevant links acquiring more learning information.

Agent Assignment Model – NAM

by: Aishwarya Sivakumar - Process Trainer

When Agent assignment framework was implemented for NAM, we had to be aligned with the area training. We had the opportunity to collaborate with NAM Area colleagues like Amanda Drye and Amanda Villalobos and aligned ourselves with the training content. The objective was to onboard new joiners and train them on country specific process steps and equip them with day-to-day applications to enhance customer experience through inbound calling.

The on-boarding training comprised of 3 parts.

Giving our customers a sense of personal touch and stronger ownership from Maersk.

To enhance the call quality, the agents had to go through rigorous trainings in various topics like business call etiquette, persuasive and negotiation skills, root cause analysis and problem-solving skills etc. Frequent call observations and feedback sharing helped the agents develop their process knowledge.

Work in Progress:

• Regular interventions like call audits and feedback sharing have been work in progress for the past 3 months.

• Basis the call audits fortnightly refresher sessions have also been conducted during NAM hours to ensure that all training gaps are addressed and calling agents give the best experience to our customers.

• To have periodic health-check, a monthly process assessment is conducted, and results are shared.

Air and LCL Supporting the Implementation of CW1

by: Jesly John - Commercial Excellence Manager

Growth in Logistics & Services is an important part of Maersk’s global integrator ambition. We ensure that you are aware of our products and services to unlock the growth with our customers. Cargowise one is a new application which will replace the old system and will be used by the Air and LCL operations team.

As Singapore is going to go live in September, we are gearing up to have a smooth transition for the new application implementation. Some key milestones that we have accomplished during this journey.

• CW1 Implementation - 10 sessions with a coverage of 69 participants

• Data Mirroring - 2 sessions

We now have three trainers from GSC who have been certified to conduct the end user training for CW1. A proud moment to celebrate for LnD.

FINOPS Upskilling Training

by: Lakshmi Narayanan Hariharan - Process Trainer

Finops process consists of various sub-processes and to enable the users to upskill and enhance their process knowledge,

L&D was instrumental in checking the base level knowledge of members so that to customized modules could be prepared and conducted for the colleagues. Hence, a pre-assessment was conducted across all FINOPS colleagues covering various Finops topics such as Refund process & Validation, Sales Order Management, FINOPS KPI, Purchase order Management, Revenue leakages etc.

Post the pre-assessment, a train the trainer session was conducted to the focals from teams across sites who were responsible to conduct the end user training.

Way forward and WIP:

End to end training is currently work in progress by the team

FINOPS Capability building activity (All Sites Self-Assessment Survey for base-lining and development)

Behavioural session on “Root cause and Problem solving” is planned Digital module will also be assigned to the team as a refresher content

Leading Maersk: Learning is a Journey, Not an Event

by: Deepali Naidu - Process Trainer

LnD Update

Are you looking to enhance your skills and knowledge in the workplace? Or perhaps, do you want to make a good impression as a new hire? Whatever the case may be, learning and development should never stop. This is why we have put together an update on some of the latest training opportunities available for employees like you. From refresher courses to email audits, there’s something for everyone!

New Hire Onboarding

Ocean: 91 HC

SCM: 37 HCJ

L5: 37 HC

Starting a new job can be both exciting and daunting for any new hire. It’s crucial to make them feel welcomed and supported from day one. Providing an orientation session that covers the company

culture, policies, team structure, and their role expectations is essential.

Behavioral Training

• CARE PRO 2.0 (Virtual Session) : 160 HC

• Business Call Etiquette: 50 HC

• Root Cause Problem Solving and Decision Making: 30 HC

• Interpersonal Skills: 28 HC

• Ownership and Proactive Mindset: 28 HC

• Business Email Etiquette (Level 1): 22 HC

• Collaborative Communication & Strategic Questioning: 22HC

Upskill

SCM Overview for OceanTeam: 13 HC

Employers recognize the importance of upskilling as well, often investing resources into employee training programs to ensure their workforce remains skilled and knowledgeable about industry trends.

Email Audits

Refresher

• MS Excel-Intermediate: 85 HC

• My Finance - Application: 9 HC

• Case Management- 208 HC

• SCM: 92 HC

Ocean: 12 Batches : 80%

SCM:9 Batches : 84%

Process Knowledge Sustainability

PKS Sign Off:ECSA: 35SAC: 40

BPO Updates

Spot Amendment (website): 22 HC

• Business Email Etiquette (Level 3): 21 HC

• NSCP: 9 HC

• Leader PRO: 9 HC

• Process & TMFF System - Air & LCL: 6 HC

• Process & CW1 SystemAutorating: 3 HC

• Process & CW1 System - Air & LCL: 2 HC

• Persuasive Selling & NegotiationTechniques: 1 HC

• Time Management: 1 HC

• Air & LCL Process Overview: 1 HC

Email communication is an integral part of modern business practices. But have you ever wondered if our emails are effective and efficient? Are the conveying the right message to our clients? This is where email audit comes into play. Average Score 90% Target to aim 95%.

Launched Nautical Times on April 25th 2023

Who says learning needs to be boring? At Nautical Times, we believe in the power of learning with fun. Our team understands that when individuals are engaged and enjoying themselves, they retain information better. At Nautical Times, we believe in continuous improvement and strive towards excellence every single day. With these updates, we hope to provide you with an exceptional learning experience like no other!

In conclusion, learning and development are essential components of personal and professional growth. Training, refresher courses, and upskilling can provide you with the knowledge and skills necessary to succeed in your career. By investing in yourself through ongoing education, you can stay ahead of the curve and unlock new opportunities for growth and advancement. So, don’t hesitate to take advantage of these opportunities as they present themselves; your future self will thank you!

Supporting the New Supply Chain Platform (SCP)

by: Jesly John - Commercial Excellence Manager

Supply chain platform (SCP) is a web-based interface for Internal and External user interactions. Lead Logistics play an integral role in the global integrator strategy and SCP plays a big part in realizing this goal. With SCP, we are upgrading our supply chain management technology that not only allows for a more modular, interconnected, and comprehensive portfolio of services, it also digitizes and enables standardization of operational processes. It helps to significantly improve the customer experience, grow our business in a more cost-effective way and truly strengthen our position as the global integrator. It provides the visibility and give control by leveraging data and at same time simplifying the complex data to improve customer experience. Key milestone accomplished during this journey.

• Successfully onboarded 320 colleagues across 24 sessions for Area and GSC. This includes the Chinese sessions catering to the local language requirements.

GSC AMERICAS NEARSHORE

NEW HIRE TRAINING

CDMX, MEXICO

New Hire Training Performance Ocean BATCH 2 AND 3

NAM LOWES and OCEAN

TRAINER: NAMRATA "NAMMY" ISRANI

GSC AMERICAS NEARSHORE

NEW HIRE TRAINING

SANTOS, BRAZIL

PROCESS TRAININGS: Case Management, Business Call Etiquette, COMET, Self - Service Portal Systems Training

TRAINER: RAZIEL “ROCKY” RICO

Going Extra Mile Awardees

GSC L&D Rewards and Recognition Q2

All the Way Awardees

Leads of the Quarter

Abhishek Jayan Nathy K. P. Kurth Fernandez

Cherry Yang Jesly John Katrina Joy Gamban

Kavitha Murphy

Francis Alfonso

Amol Dattatraya Todkar Grace Vallez Galang

Danielle Dan Li Janeza Sumadchat

Johnny Dong Karthik Rangarajan Joel Manuel

CONTRIBUTORS

Abhishek Jayan

Janeza Sumadchat

Katrina Joy Gamban

Gauravkumar Shah

Cherry Yang

Grace Vallez Galang

Anju Thomas

Melinda Fernandes

Gayathri S

Ramya Senthilkumar, Jatin Panchal

Geralyn Olivia Barrett

Aishwarya Sivakumar

Jesly John

Lakshmi Narayanan Hariharan

Deepali Naidu

Namrata Israni

Raziel Rico

Design and Layout

Allan Josef Glova

Mentor/Adviser

Bindu Joel Karimpil

Do you want your stories published? We would like to here from you.

DPHMNLTDevelopment@maersk.com