smart data t&d

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PROJECT REPORTPROJECT REPORT

ONON

TRAINING & DEVELOPMENT AT

SMART DATA PROCESSING

SUBMITTED IN THE PARTIAL FULFILLMENT FORSUBMITTED IN THE PARTIAL FULFILLMENT FOR THETHE

AWARD OFAWARD OF

DEGREE OF MASTER IN BUSINESS ADMINISTRATIONDEGREE OF MASTER IN BUSINESS ADMINISTRATION(MBA)(MBA)

SUBMITTED TOSUBMITTED TO SUBMITTED BYSUBMITTED BY

Dr. MONIKA AGARWAL VIVEK KUMAR

DIRECTOR, MBA DEPARTMENT ROLL No.: 1435870054

R.I.T.M., L!"#o$ MBA%III &'(

RAMESHWARAM INSTITUTE OF

TECHNOLOGY & MANAGEMENT Luckno

(Co!!"#" Co$"% ')

A*!*+,"$ ,o U,,+- P-+$"./ T"c/n*c+! Un*0"-.*,1A*!*+,"$ ,o U,,+- P-+$"./ T"c/n*c+! Un*0"-.*,1

('234'25)('234'25)



AC6NOWLEDGEMENT

E)'r* $or" !o#+-'+ r'/ '/ o2 /++-+/#!' /# -/#!' 2ro( ' 'o'

!o#!'r#' /# -+ /r-!/r ro'! -+ o2 #o '6!'-o#.

A ro'! o2 ' #/r' -+ +r'* / r'+ o2 r'('#o+ +or, -/#!',

'#!or/'('# /# '.

W-+ o /!' o# r'!or (* +-#!'r' r/-' o (* ro'! -' D-7 Mon*k+

A#+-+!8 D*-"c,o-8 MBA D"9+-,:"n,8 R+:"./+-+: In.,*,u," o T"c/no!o#1 &

M+n+#":"n,8 Luckno7 I /#" 'r 2or !o#+r!-)' ' /# '#!or/'('#

roo ' ro'!. W-o 'r +or /# -/#!' /"-# -+ $o #o /)'

''# o++-'.

A+o, $-+ o /!"#o$'' '#+-/+-! '#!or/'('# /# +or '6'#' o ('

* (* 2/(-* ('('r+.

I( /+o /#"2 o (* 2r-'#+ $o ro)-' (' '-r !o#+/# +or /#

/++-+/#!'.

VIVE6 6UMAR

ROLL No7% 235;<''53

MBA4III S":

9



DECLARATION

I o 'r'* '!/r' / ' r'+'/r! r'or -' “ TRAINING & DEVELOPMENT

AT SMART DATA PROCESSING”

+(-' * (' -# /r-/ 22-('# o2 '

r'-r'('# o M+.,"- *n Bu.*n".. A$:*n*.,-+,*on, '6!+-)'* r'/r' /#

!o#!'/-;' * (' /# -+ #o +(-' o /#* o'r I#+--o# or U#-)'r+-* or

-+' /#*$'r' '2or' 2or ' r'$/r o2 /#* D'r''<D-o(/<C'r-2-!/'. I -+ '

Or--#/ $or" o2 (-#' /# /+ #o ''# o/-#' 2ro( /#* o'r /r.

VIVE6 6UMAR

ROLL No7% 235;<''53

MBA4III S":

3



E=ECUTIVE SUMMARY

To/*, -# ')'r* or/#-;/-o# 'r+o##' /##-# /+ /# /!-)-* -+ #'!'++/r*. I -+ /#

-(or/# /r o2 /# or/#-;/-o#. =(/# R'+or!' P/##-# -+ / )-/ -#r'-'# 2or

' +!!'++ o2 ' or/#-;/-o# -# ' o# r#. T'r' /r' !'r/-# $/*+ / /r' o '

2oo$' * ')'r* or/#-;/-o#, $-! '#+r'+ / - /+ r- #('r /# "-# o2

'o', / ' r- /!' /# r- -(', +o / or/#-;/-o# !/# /!-')' -+ /##'

o'!-)'.

T' o'!-)'+ o2 =(/# R'+or!' D'/r('# /r' =(/# R'+or!' P/##-#,

R'!r-('# /# &''!-o#, Tr/-#-# /# D')'o('#, C/r''r /##-#, Tr/#+2'r /#

Pro(o-o#, R-+" M/#/'('#, P'r2or(/#!' Ar/-+/ /# +o o#. E/! o'!-)'

#''+ +'!-/ /'#-o# /# ro'r /##-# /# -('('#/-o#.

E)'r* or/#-;/-o# #''+ o /)' $' r/-#' /# '6'r-'#!' 'o' o 'r2or( '

/!-)--'+ / /)' o ' o#'. I2 !rr'# or o'#-/ o o!!/#+ !/# ('' -+

r'-r'('#, r/-#-# -+ #o -(or/#. W'# -+ #o ' !/+', - -+ #'!'++/r* o r/-+'

' +"- ')'+ /# -#!r'/+' ' )'r+/--* /# ///--* o2 '(o*''+. I -+ '-#

-#!r'/+-# !o((o# 2or -#-)-/ o !/#' !/r''r+ +')'r/ -('+ r-# '-r

$or"-# -)'+. T' ro/--* o2 /#* *o# 'r+o# '/r#-# / o o/* /# /)-#

o+' +"-+ o /+-!/* #!/#' r-# ' 2or* or +o *'/r+ -2 -+ !/r''r -+

'6r'('* #-"'*, (/* ' ')'# -(o++-'. I# / r/- !/#-# +o!-'* '(o*''

r/-#-# -+ #o o#* /# /!-)-* / -+ '+-r/' /+o /# /!-)-* / /# or/#-;/-o#

(+ !o((- r'+or!'+ o -2 - -+ o (/-#/-# / )-/' /# "#o$''/' $or" 2or!'.

T' '#-r' ro'! /"+ /o ' r/-#-# /# ')'o('# -# 'or'-!/ /+ $' /+

#'$ !o#!'+, $-! /r' -# r'# #o$. ='r' $' /)' -+!++' $/ $o ' '

-# o2 r/-#-# -2 $' ')'r o 2or /# o$ !/# - ' oo o /#* or/#-;/-o# -#

r'/-# ' '#'2-+ 2ro( ' (o#'* -#)'+' -# 'r(+ -"' >ROI? -.'. r'r# o#

4



-#)'+('#. W/ /r' ' $/*+ $' !/# -'#-2* ' r/-#-# #'' o2 /#* '(o*'' /#

o$ o "#o$ $/ "-# o2 r/-#-# ' !/# o 2or@ Tr/-#-# '-# !o)'r' -# -22'r'#

/+'! -"'+ -#'r/-# - $- or/#-;/-o#/ !r'. T' '+ /# /'+ /)/-/'

r'#+ -# r/-#-# ('o, ' '#'2-+ $-! $' !/# 'r-)' o o2 -. =o$ '

')//-o# +o ' o#' /# o$ '22'!-)' -+ ' r/-#-# / o''r. &o(' o2 '

!o(/#-'+ r/!-!-# r/-#-# -# #-' (/##'r / '++o# 2or o'r o 2oo$ /+ o o$

o r/-# /# r'/-# ' '+ r'+or!' -# ' $or o r'/ ' '+ o o2 -.

5



CONTENTS

AC6NWOLEDGEMENT

DECLARATION

E=ECUTIVE SUMMARY

INTRODUCTION

TRAINING & DEVELOPMENT

COMPANY PROFILE

OBJECTIVE OF THE STUDY

RESEARCH METHODOLOGY

DATA ANALYSIS

FINDINGS

SUGGESTIONS

CONCLUSION

LIMITATIONS

BIBLIOGRAPHY

APPENDICES

>UESTIONNAIRE



INTRODUCTION

7



INTRODUCTION

E(o*'' r/-#-# r-'+ o -(ro)' +"-+, or / o ' '6-+-# ')' o2 "#o$'' +o

/ '(o*'' -+ ''r '-' o o -+ r'+'# o, or o r'/r' -( 2or / -'r

o+--o# $- -#!r'/+' r'+o#+----'+. =o$')'r -#-)-/ ro$ -+ #o /# '#+ -#

-+'2. Or/#-;/-o#/ ro$ #'' o ' ('/+r' /o# $- -#-)-/ ro$.

Tr/-#-# r'2'r+ o ' '/!-# or '/r#-# /!-)--'+ o#' 2or ' r-(/r* ro+' o2

'-# ('('r+ o2 /# or/#-;/-o# o /!-r' /# /* ' "#o$'' +"-+,

/---'+, /# /-' #''' * / or/#-;/-o# o /!-r' /# /* ' +/('.

Bro/* +'/"-# r/-#-# -+ ' /! o2 -#!r'/+-# ' "#o$'' /# +"- o2 /#

'(o*'' 2or o-# / /r-!/r o.

I# o/*+ +!'#/r-o !/#' -+ ' or'r o2 ' /* /# ' o#* $/* o '/ $- - -+ o

'/r# /# ro$. E(o*''+ /)' '!o(' !'#r/ o +!!'++ or 2/-r' o2 /#

or/#-;/-o# '* /r' ' !or#!o-/ o2 -'/+. &o - - -(' ' or/#-;/-o# r'/-;'

/ r/-# /# r'/-# -+ ' (/#r/ o2 #'$ (-'##-(.

8



TRAINING &

DEVELOPMENT



AN OVERVIEW TO TRAINING AND DEVELOPMENT

I -+ / ++*+'( o2 /# or/#-;/-o#. I '#+r'+ / r/#o(#'++ -+ r'!' /#

'/r#-# or '/)-or/ !/#' /"'+ /!' -# +r!r' 2or(/.

TRADITIONAL AND MODERN APPROACH OF

TRAINING AND DEVLOPMENT

T-+$*,*on+! A99-o+c/

Mo+ o2 ' or/#-;/-o#+ '2or' #')'r +' o '-')' -# r/-#-#. T'* $'r' o-#

' r/--o#/ )-'$ / (/#/'r+ /r' or# /# #o (/'. T'r' $'r' /+o +o(' )-'$+

/ r/-#-# -+ / )'r* !o+* /22/-r /# #o $or. Or/#-;/-o#+ +' o '-')' (or'

-# '6'!-)' -#!-#. B #o$ ' +!'#/r-o +''(+ o ' !/#-#.

T/" :o$"-n +99-o+c/

O2 r/-#-# /# ')'o('# -+ / I#-/# Or/#-;/-o#+ /)' r'/-;' ' -(or/#!'

o2 !oror/' r/-#-#. Tr/-#-# -+ #o$ !o#+-'r' /+ (or' o2 r''#-o# oo /# / !o+.

T' r/-#-# +*+'( -# I#-/# I#+r* /+ ''# !/#' o !r'/' / +(/r'r

$or"2or!' /# *-' ' '+ r'++.

10



TRAINING DEFINED

•I -+ / '/r#-# ro!'++ / -#)o)'+ ' /!-+--o# o2 "#o$'', +/r'#-#

o2 +"-+, !o#!'+, r'+, or !/#-# o2 /-'+ /# '/)-or+ o '#/#!' '

'r2or(/#!' o2 '(o*''+. Tr/-#-# -+ /!-)-* '/-# o +"-' '/)-or

• I+ #o $/ *o $/# -# -2', -+ "#o$-# o$ o r'/! -

• I+ #o $'r' *o $/# o o, -+ "#o$-# o$ o ' 'r'

• I+ #o o$ - *o $/# o r-+', -+ "#o$-# o$ o /"' o22

• I (/* #o ' -' ' o!o(' *o $'r' /-(-# 2or, - $- ' /# o!o('

•

I+ #o $/ *o r'/( o2 o-#, -+ /)-# ' "#o$'' o o -• I+ #o / +' o2 o/+, -+ (or' -"' / )-+-o#

• I+ #o ' o/ *o +', -+ $/ *o #'' o /!-')' -

• Tr/-#-# -+ /o "#o$-# $'r' *o +/# >#o (/'r o$ oo or / '

!rr'# +-/-o# oo"+? / r'+'#, /# $'r' *o $- ' /2'r +o(' o-# o2

-('. Tr/-#-# -+ /o ' /!-+--o# o2 "#o$'', +"-+, /# /---'+

>K&A? ro ro2'++-o#/ ')'o('#.

11



• T"+: .9*-*,

Tr/-#-# /# D')'o('# '+ -# -#!!/-# ' +'#+' o2 '/( $or", '/( +-r-,

/# -#'r%'/( !o/or/-o#+. I '+ -# -#!!/-# ' ;'/ o '/r# $--# '

'(o*''+

• O-#+n*?+,*on Cu!,u-"

Tr/-#-# /# D')'o('# '+ o ')'o /# -(ro)' ' or/#-;/-o#/ '/

!r' /# '22'!-)'#'++. I '+ -# !r'/-# ' '/r#-# !r' $--# '

or/#-;/-o#.

• O-#+n*?+,*on C!*:+,"

Tr/-#-# /# D')'o('# '+ --# ' o+--)' 'r!'-o# /# 2''-# /o

' or/#-;/-o#. T' '(o*''+ ' '+' 2''-#+ 2ro( '/'r+, +or-#/'+, /#

''r+.

• >u+!*,1

Tr/-#-# /# D')'o('# '+ -# -(ro)-# o# ' /-* o2 $or" /# $or"%-2'.

• H"+!,/1 o-k4"n0*-on:"n,

Tr/-#-# /# D')'o('# '+ -# !r'/-# ' '/* $or"-# '#)-ro#('#. I

'+ o - oo '(o*'', r'/-o#+- +o / -#-)-/ o/+ /-#+ $-

or/#-;/-o#/ o/.

13



• H"+!,/ +n$ S+",1

Tr/-#-# /# D')'o('# '+ -# -(ro)-# ' '/ /# +/2'* o2 '

or/#-;/-o# + r')'#-# o+o'+!'#!'.

• Mo-+!"

Tr/-#-# /# D')'o('# '+ -# -(ro)-# ' (or/' o2 ' $or" 2or!'.

• I:+#"

Tr/-#-# /# D')'o('# '+ -# !r'/-# / ''r !oror/' -(/'.

• P-o*,+@*!*,1

Tr/-#-# /# D')'o('# '/+ o -(ro)' ro2-/--* /# (or' o+--)' /-'+

o$/r+ ro2- or-'#/-o#.

• T-+*n*n# +n$ D"0"!o9:"n, +*$. *n o-#+n*?+,*on+! $"0"!o9:"n,

-.'. Or/#-;/-o# '+ (or' '22'!-)' '!-+-o# (/"-# /# ro'( +o)-#. I '+ -#

#'r+/#-# /# !/rr*-# o or/#-;/-o#/ o-!-'+.

• Tr/-#-# /# D')'o('# '+ -# ')'o-# '/'r+- +"-+, (o-)/-o#,

o*/*, ''r /-'+, /# o'r /+'!+ / +!!'++2 $or"'r+ /# (/#/'r+

+/* -+/*.

14



TRAINING AND DEVELOPMENT OBJECTIVES

T' r-#!-/ o'!-)' o2 r/-#-# /# ')'o('# -)-+-o# -+ o (/"' +r' '

/)/-/--* o2 / +"-' /# $--# $or"2or!' o /# or/#-;/-o#. I# /--o# o /,

'r' /r' 2or o'r o'!-)'+: I#-)-/, Or/#-;/-o#/, F#!-o#/, /# &o!-'/.

• In$*0*$u+! O@"c,*0".

' '(o*''+ -# /!-')-# '-r 'r+o#/ o/+, $-! -# r#, '#/#!'+ '

-#-)-/ !o#r--o# o /# or/#-;/-o#.

• O-#+n*?+,*on+! O@"c,*0".

/++-+ ' or/#-;/-o# $- -+ r-(/r* o'!-)' * r-#-# -#-)-/

'22'!-)'#'++.• Func,*on+! O@"c,*0".

(/-#/-# ' '/r('#+ !o#r--o# / / ')' +-/' o ' or/#-;/-o#+

#''+.

• Soc*",+! O@"c,*0".

'#+r' / /# or/#-;/-o# -+ '-!/* /# +o!-/* r'+o#+-' o ' #''+

/# !/'#'+ o2 ' +o!-'*.

15



I:9o-,+nc" o T-+*n*n# O@"c,*0".

Tr/-#-# o'!-)' -+ o#' o2 ' (o+ -(or/# /r+ o2 r/-#-# ror/(. W-' +o('

'o' -#" o2 r/-#-# o'!-)' /+ / $/+' o2 )//' -('. T' !o#'r/r('#

'r' -+ / r'+or!'+ /r' /$/*+ -(-' /# ' r/-#-# o'!-)'+ /!/* '/ '

'+-# o2 r/-#-#. I ro)-'+ ' !'/r -'-#'+ /# ')'o+ ' r/-#-# ror/(

-# '++ -(' '!/+' o'!-)'+ 2o!+ +'!-2-!/* o# #''+. I '+ -# /'r-# o /

/#. Tr/-#-# o'!-)'+ ' ' r/-#'' / $/ -+ '6'!' o o2 -( / ' '# o2

' r/-#-# ror/(. Tr/-#-# o'!-)'+ /r' o2 r'/ +-#-2-!/#!' 2ro( / #('r o2

+/"'o'r 'r+'!-)'+.

1. Tr/-#'r

9. Tr/-#''

3. D'+-#'r

4. E)//or

• T-+*n"- T' r/-#-# o'!-)' -+ /+o '#'2-!-/ o r/-#'r '!/+' - '+ ' r/-#'r

o ('/+r' ' ror'++ o2 r/-#''+ /# (/"' ' r'-r' /+('#+. A+o,

r/-#'r !o('+ -# / o+--o# o '+/-+ / r'/-o#+- '$''# o'!-)'+ /#

/r-!/r +'('#+ o2 r/-#-#.

• T-+*n""

T' r/-#-# o'!-)' -+ '#'2-!-/ o ' r/-#'' '!/+' - '+ -# r'!-#

' /#6-'* o2 ' r/-#'' o +o(' '6'#. No "#o$-# /#*-# or o-# o

/ /!' $-! -+ #"#o$# !r'/'+ /#6-'* / !/# #'/-)'* /22'! '/r#-#.

T'r'2or', - -+ -(or/# o "'' ' /r-!-/#+ /$/r' o2 ' /'#-#+,

r/'r /# "''-# - +rr-+'.

&'!o#*, - '+ -# -#!r'/+' -# !o#!'#r/-o#, $-! -+ ' !r!-/ 2/!or o (/"' '

r/-#-# +!!'++2. T' o'!-)'+ !r'/' /# -(/' o2 ' r/-#-# ror/( -# r/-#''+

(-# / /!/* '+ -# /-#-# /'#-o#. T-r*, -2 ' o/ -+ +' o '

1



!/'#-# /# (o-)/-#, '# ' -"'-oo o2 /!-')-# o+' o/+ -+ (!

-'r /# ' +-/-o# -# $-! #o o/ -+ &'. T'r'2or', r/-#-# o'!-)'+ '+

-# -#!r'/+-# ' ro/--* / ' /r-!-/#+ $- ' +!!'++2 -# r/-#-#.

• D".*#n"-T' r/-#-# o'!-)' -+ '#'2-!-/ o ' r/-#-# '+-#'r '!/+' -2 ' '+-#'r -+

/$/r' $/ -+ o ' /!-')' -# ' '# '# ' * ' r/-#-# /!"/' /!!or-#

o / o#*. T' r/-#-# '+-#'r $o '# oo" 2or ' r/-#-# ('o+, r/-#-#

'-('#+, /# r/-#-# !o#'# /!!or-#* o /!-')' o+' o'!-)'+.

Fr'r(or', /##-# /$/*+ '+ -# '/-# '22'!-)'* -# /# #'6'!' +-/-o#.

Co#+-'r /# '6/(' ' o'!-)' o2 o#' r/-#-# ror/( -+ o '/ '22'!-)'* $-

!+o('r+ o -#!r'/+' ' +/'+. &-#!' ' o'!-)' -+ "#o$#, ' '+-#'r $- '+-#

/ r/-#-# ror/( / $- -#!' $/*+ o -(ro)' ' -#'r'r+o#/ +"-+, +! /+

)'r/ /# #o# )'r/ /#/', '/-# -# #'6'!' +-/-o# -.'. $'# 'r' -+ /

'2'! -# / ro! or $'# / !+o('r -+ /#r*. T'r'2or', $-o /#* -/#!', '

r/-#-# (/* #o ' '+-#' /ror-/'*.• E0+!u+,o-

I '!o('+ '/+* 2or ' r/-#-# ')//or o ('/+r' ' ror'++ o2 ' r/-#''+

'!/+' ' o'!-)'+ '2-#' ' '6'!' 'r2or(/#!' o2 r/-#''+. Tr/-#-# o'!-)'

-+ /# -(or/# o oo o ' ' 'r2or(/#!' o2 /r-!-/#+.

17



T-+*n*n# +n$ Hu:+n R".ou-c" M+n+#":"n,

T' =R 2#!-o#-# -+ !/#-# $- -(' /# $- -+ !/#', ' r'/-o#+-

'$''# ' r/-#-# 2#!-o# /# o'r (/#/'('# /!-)-* -+ /+o !/#-#. T'

r/-#-# /# ')'o('# /!-)--'+ /r' #o$ '/* -(or/# $- / o2 o'r =R

2#!-o#+. Go#' /r' ' /*+, $'# r/-#-# $/+ !o#+-'r' o ' 2-', $/+' o2 -(',

r'+or!'+, /# (o#'*. No$%/%/*+, r/-#-# -+ /# -#)'+('# '!/+' ' '/r('#+

+! /+, (/r"'-# H +/'+, =R, ro!-o#, 2-#/#!', '! ''#+ o# r/-#-# 2or -+

+r)-)/. I2 r/-#-# -+ #o !o#+-'r' /+ / r-or-* or #o +''# /+ / )-/ /r -# '

or/#-;/-o#, '# - -+ -22-! o /!!' / +! / !o(/#* /+ '22'!-)'* !/rr-'

o =RM. Tr/-#-# /!/* ro)-'+ ' oor#-* o r/-+' ' ro2-' ')'o('#

/!-)--'+ -# ' or/#-;/-o#. To -#!r'/+' ' !o((-('# ')' o2 '(o*''+ /#

ro$ -# /-* (o)'('# >!o#!'+ o2 =RM?, +'#-or (/#/'('# '/( -+ #o$

-#!r'/+-# ' ro' o2 r/-#-#. &! !o#!'+ o2 =RM r'-r' !/r'2 /##-# /+ $'

/+ r'/'r '(/+-+ o# '(o*'' ')'o('# /# o# 'r( '!/-o#.

Tr/-#-# -+ #o$ ' -(or/# oo o2 =(/# R'+or!' M/#/'('# o !o#ro '

/r--o# r/' '!/+' - '+ -# (o-)/-# '(o*''+, /!-')-# '-r ro2'++-o#/

/# 'r+o#/ o/+, -#!r'/+-# ' ')' o2 o +/-+2/!-o#, '!. A+ / r'+ r/-#-# -+

-)'# o# / )/r-'* o2 +"- ')'o('# /# !o)'r+ / (-' o2 !or+'+.

18



Ro!" o HRD P-o"..*on+!. *n T-+*n*n#

T-+ -+ ' 'r/ o2 !%ro/ !o('--o# /# $- -+ !/#-# +!'#/r-o o2 +-#'++

' ro' o2 =R ro2'++-o#/+ -# r/-#-# /+ ''# $-'#'. =R ro' #o$ -+:

1. A!-)' -#)o)'('# -# '(o*'' '!/-o#

9. R'$/r+ 2or -(ro)'('# -# 'r2or(/#!'

3. R'$/r+ o ' /++o!-/' $- +'2 '+''( /# +'2 $or

4. Pro)--# r'%'(o*('# (/r"' or-'#' +"- ')'o('# '!/-o# /# o+

'(o*('# +or 2or /)/#!' '!/-o# /# r/-#-#

57 F'6-' /!!'++ -.'. /#*-(', /#*$'r' r/-#-#.

Mo$"!. o T-+*n*n#

Tr/-#-# -+ / +%+*+'( o2 ' or/#-;/-o# '!/+' ' '/r('#+ +! /+,

(/r"'-# H +/'+, =R, ro!-o#, 2-#/#!', '! ''#+ o# r/-#-# 2or -+ +r)-)/.

Tr/-#-# -+ / r/#+2or(-# ro!'++ / r'-r'+ +o(' -# /# -# r# - ro!'+

o -# ' 2or( o2 "#o$'', +"-+, /# /-'+ >K&A+?.

1



THE TRAINING SYSTEM

A &*+'( -+ / !o(-#/-o# o2 -#+ or /r+ / (+ $or" o''r o 'r2or( /

/r-!/r 2#!-o#. A# or/#-;/-o# -+ / +*+'( /# r/-#-# -+ / + +*+'( o2 '

or/#-;/-o#. T' &*+'( Aro/! )-'$+ r/-#-# /+ / + +*+'( o2 /# or/#-;/-o#.

&*+'( Aro/! !/# ' +' o '6/(-#' ro/ -++'+ -"' o'!-)'+, 2#!-o#+, /#

/-(. I '+/-+'+ / o-!/ r'/-o#+- '$''# ' +''#-/ +/'+ -# ' ro!'++

o2 r/-#-# #'' /#/*+-+ >TNA?, 2or(/-#, '-)'r-#, /# ')//-#. T'r' /r' 4

#'!'++/r* -#+ *7"7 ,"c/no!o#18 :+n8 :+,"-*+!8 ,*:" -"u*-"$ *n "0"-1 .1.,": ,o

9-o$uc" 9-o$uc,. o- ."-0*c".7 A# ')'r* +*+'( (+ /)' +o(' o 2ro( '+'

-#+ -# or'r o +r)-)'. T' o !/# ' /#-' or -#/#-' ''#-# o#

' or/#-;/-o#+ r'-r'('#. A +*+'( /ro/! o r/-#-# -+ /##' !r'/-o# o2

r/-#-# ror/(. T-+ /ro/! +'+ +'%*%+' ro!'r'+ o +o)' ' ro'(+.

U#'r +*+'(/-! /ro/!, r/-#-# -+ #'r/"'# o# /##' /+-+. O o2 -+

/##' '22or,

o#' +! /+-! (o' o2 2-)' +'+ -+ +*+'( (o' / -+ '6/-#' 'o$.

Or/#-;/-o# /r' $or"-# -# o'# '#)-ro#('# -.'. 'r' /r' +o(' -#'r#/ /#

'6'r#/ 2or!'+, / o+'+ r'/+ /# oor#--'+, 'r'2or', r/-#'r+ #'' o '

/$/r' o2 '+' 2or!'+ $-! (/* -(/! o# ' !o#'#, 2or(, /# !o#! o2 '

r/-#-# '22or+. T' -#'r#/ 2or!'+ /r' ' )/r-o+ '(/#+ o2 ' or/#-;/-o# 2or /

''r '/r#-# '#)-ro#('# #'' o ' o /' $- ' /'+ '!#oo-'+.

T' r'' (o' o2 r/-#-# /r':

1. &*+'( Mo'

9. I#+r!-o#/ &*+'( D')'o('# Mo'

3. Tr/#+--o#/ (o'

90



S1.,": Mo$"! T-+*n*n#

T' +*+'( (o' !o#+-++ o2 2-)' /+'+ /# +o ' r''/' o# / r'/r /+-+ o

(/"' 2r'r -(ro)'('#+. T' r/-#-# +o /!-')' ' ro+' o2 '-#

'(o*'' o 'r2or( '-r $or" o r'-r' +/#/r+.

Mo' o2 r/-#-# /r' /+ 2oo$+:

1. A#/*;' /# -'#-2* ' r/-#-# #''+ -.'. o /#/*;' ' '/r('#, o,

'(o*''+ r'-r'('#, $o #''+ r/-#-#, $/ o '* #'' o '/r#, '+-(/-#

r/-#-# !o+, '!.

9. T' #'6 +' -+ o ')'o / 'r2or(/#!' ('/+r' o# ' /+-+ o2 $-! /!/

'r2or(/#!' $o ' ')//'.

3. D'+-# /# ro)-' r/-#-# o ('' -'#-2-' #''+. T-+ +' r'-r'+ ')'o-#

o'!-)'+ o2 r/-#-#, -'#-2*-# ' '/r#-# +'+, +''#!-# /# +r!r-# '

!o#'#+.

4. D')'o% T-+ /+' r'-r'+ -+-# ' /!-)--'+ -# ' r/-#-# ror/( / $-

/++-+ '

/r-!-/#+ o '/r#, +''!-# '-)'r* ('o, '6/(-#-# ' r/-#-# (/'r-/,

)/-/-# -#2or(/-o# o ' -(/r' o (/"' +r' - /!!o(-+'+ / ' o/+ H

o'!-)'+.

5. I('('#-# -+ ' /r'+ /r o2 ' +*+'( '!/+' o#' $ro# +' !/# '/ o

' 2/-r' o2 $o' r/-#-# ror/(.

. E)//-# '/! /+' +o /+ o (/"' +r' - /+ /!-')' -+ /-( -# 'r(+ o2

++''# $or" 'r2or(/#!'. M/"-# #'!'++/r* /('#('#+ o /#* o2 ' r')-o+

+/' -# or'r o r'('* or -(ro)' 2/-r' r/!-!'+ I#+r!-o#/ &*+'(

D')'o('# Mo'>I&D?Mo' I#+r!-o#/ &*+'( D')'o('# (o' $/+ (/'

91



o /#+$'r ' r/-#-# ro'(+. T-+ (o' -+ $-'* +' #o$%/%/*+ -# '

or/#-;/-o# '!/+' - -+ !o#!'r#' $- ' r/-#-# #'' o# ' o 'r2or(/#!'.

Tr/-#-# o'!-)'+ /r' '2-#' o# ' /+-+ o2 o r'+o#+----'+ /# o '+!r--o#

/# o# ' /+-+ o2 ' '2-#' o'!-)'+ -#-)-/ ror'++ -+ ('/+r'. T-+ (o'

/+o '+ -# ''r(-#-# /# ')'o-# ' 2/)or/' +r/'-'+, +''#!-# '

!o#'#, /# '-)'r-# ('-/ 2or ' *'+ o2 r/-#-# o'!-)'+ o ' /!-')'.

99



T' I#+r!-o#/ &*+'( D')'o('# (o' !o(r-+'+ o2 2-)' +/'+:

27 ANALYSIS

T-+ /+' !o#+-+ o2 r/-#-# #'' /++'++('#, o /#/*+-+, /# /r'

/-'#!' /#/*+-+.7 PLANNING

T-+ /+' !o#+-+ o2 +'-# o/ o2 ' '/r#-# o!o(', -#+r!-o#/

o'!-)'+ / ('/+r'+ '/)-or o2 / /r-!-/# /2'r ' r/-#-#, *'+ o2

r/-#-# (/'r-/, ('-/ +''!-o#, ('o+ o2 ')//-# ' r/-#'', r/-#'r

/# ' r/-#-# ror/(, +r/'-'+ o -(/r "#o$'' -.'. +''!-o# o2

!o#'#, +''#!-# o2 !o#'#, '!.7 DEVELOPMENT

T-+ /+' r/#+/'+ '+-# '!-+-o#+ -#o r/-#-# (/'r-/. I !o#+-++ o2

')'o-# !or+' (/'r-/ 2or ' r/-#'r -#!-# /#o+, $or"oo"+,

)-+/ /-+, '(o#+r/-o# ro+, '!, !or+' (/'r-/ 2or ' r/-#'' -#!-#

/#o+ o2 +((/r*.

37 E=ECUTION

T-+ /+' 2o!+'+ o# o-+-!/ /rr/#'('#+, +! /+ /rr/#-# +'/"'r+,

'-('#+, '#!'+, o-(, 2oo 2/!---'+, !oo-#, --#, /r"-#, /#

o'r r/-#-# /!!'++or-'+.

57 EVALUATION

T' ro+' o2 -+ /+' -+ o (/"' +r' / ' r/-#-# ror/( /+

/!-')' -+ /-( -# 'r(+ o2 ++''# $or" 'r2or(/#!'. T-+ /+' !o#+-++

o2 -'#-2*-# +r'#+ /# $'/"#'++'+ /# (/"-# #'!'++/r* /('#('#+ o

/#* o2 ' r')-o+ +/' -# or'r o r'('* or -(ro)' 2/-r' r/!-!'+.

T' I&D (o' -+ / !o#-#o+ ro!'++ / /++ roo ' r/-#-# ror/(. I

/+o --+ / 2''/!" -+ /# -(or/# /+' roo ' '#-r' r/-#-#

ror/(. I# -+ (o', ' o o2 o#' /+' -+ /# -# o ' #'6 /+'.

Tr/#+--o#/ (o' 2o!+'+ o# ' or/#-;/-o# /+ / $o'. T' o'r oo '+!r-'+

' )-+-o#, (-++-o# /# )/'+ o2 ' or/#-;/-o# o# ' /+-+ o2 $-! r/-#-#

(o' -.'. -##'r oo -+ '6'!'.

93



V*.*on

Fo!+'+ o# ' (-'+o#'+ / ' or/#-;/-o# $o -"' o /!-')' /2'r ' '2-#'

o-# o2 -('. A )-+-o# +/'('# '+ / $'r' ' or/#-;/-o# +''+ -+'2 2'$

'/r+ o$# ' -#'. A )-+-o# (/* -#!' +'-# / ro' (o', or r-#-# +o('-#'r#/

Tr/#+2or(/-o#, or (/* ' ro(-+-# o ('' +o(' o'r '/-#'+

M*..*on

E6/-# ' r'/+o# o2 or/#-;/-o#/ '6-+'#!'. I -'#-2-'+ ' o+--o# -# '

!o((#-*. T' r'/+o# o2 ')'o-# / (-++-o# +/'('# -+ o (o-)/', -#+-r', /#

-#2or( ' '(o*''+ r'/r-# ' or/#-;/-o#. T' (-++-o# +/'('# '+ /o

' -'#-* / o$ ' or/#-;/-o# $o -"' o ' )-'$' * ' !+o('r+,'(o*''+, /# / o'r +/"'o'r+.

V+!u".

-+ ' r/#+/-o# o2 )-+-o# /# (-++-o# -#o !o((#-!/' -'/+. I r'2'!+ '

''* ' )/'+ o2 ' or/#-;/-o# /# -+ -#''#'# o2 !rr'# -#+r*

'#)-ro#('#. For '6/(', )/'+ (/* -#!' +o!-/ r'+o#+---*, '6!''#

!+o('r +'r)-!', '!.

T' (-++-o#, )-+-o#, /# )/'+ r'!'' ' o'!-)' -# ' -##'r oo. T-+ (o'!o#+-'r+ ' or/#-;/-o# /+ / $o'. T' o'!-)' -+ 2or(/' "''-# '+' r''

-#+ -# (-# /# '# ' r/-#-# (o' -+ 2r'r

94



DIFFERENCE BETWEEN TRAINING AND DEVELOPMENT%

Tr/-#-# /# ')'o('# o /# -# /# /# /r' o2'# +' +*#o#*(o+* 'r'

-+ / -22'r'#!' '$''# '(. T-+*n*n# -+ ' ro!'++ o2 '/r#-# / +''#!' o2

ror/((' '/)-or. I -+ /# /-!/-o# o2 "#o$''. I -)'+ 'o' /# /$/r'#'++

o2 ' r'+ /# ro!'r'+ o -' '-r '/)-or. I -#'#+ o -(ro)' '-r

'r2or(/#!' o# ' !rr'# o /# r'/r'+ '( 2or /# -#'#' o.

D"0"!o9:"n, *. / r'/' ro!'++. I !o)'r+ #o o#* o+' /!-)--'+, $-! -(ro)'

o 'r2or(/#!', /+o o+', $-! r-# /o ro$ o2 ' 'r+o#/-*. I '+

-#-)-/ -# ' ror'++ o$/r+ (/r-* /# /!/-;/-o# o2 o'#-/ !//---'+

+o / '* !/# '!o(' #o o#* oo '(o*''+ ''r (/# '-#+.

95



LEARNING AND TRAINING

Irr'+'!-)' o2 ' *' or ('o o2 r/-#-#, / r/-#'r /+ o "'' -# (-# +o(' o2

' r-#!-'+ o2 '/r#-# or (o-)/-o#, $-! $o '#/#!' -#'r#/-o#/-;/-o# o2

$/ -+ /.

PRINCIPLES OF TRAINING

MOTIVATION

L'/r#-# -+ '#/#!' $'# ' '/r#'r -+ (o-)/'. L'/r#-# '6'r-'#!' (+ '

'+-#' +o '/r#'r+ !/# +'' o$ - $- ' -# /!-')-# ' o/+ o2 '

or/#-;/-o#. E22'!-)'#'++ o2 r/-#-# ''#+ o# (o-)/-o#.

FEEDBAC6

Tr/-#-# r'-r'+ 2''/!". I -+ r'-r' +o ' r/-#'' !/# !orr'! -+ (-+/"'+. O#*

'-# -#2or(/-o# /o o$ ' -+ o-# o /!-')' o/+, ' !/# !orr'! '

')-/-o#+.

REINFORCEMENT

T' r-#!-' o2 r'-#2or!'('# '+ ' '/)-or+ / /r' o+--)'* r'-#2or!' /r'

'#!or/' /# ++/-#'. I -#!r'/+'+ ' -"'-oo / / '/r#' '/)-or $' '

r''/'.

PRACTICE

Pr/!-!' -#!r'/+'+ / r/-#''+ 'r2or(/#!'. W'# ' r/-#''+ r/!-!' /!/*, '*

/-# !o#2-'#!' /# /r' '++ -"'* o (/"' 'rror+ or o 2or' $/ '* /)' '/r#'.

INDIVIDUAL DIFFERENCES

I#-)-/ r/-#-# -+ !o+*. Gro r/-#-# -+ /)/#/'o+ o ' or/#-;/-o#.

I#-)-/+ )/r* -# -#'-'#!' /# /-' 2ro( 'r+o# o 'r+o#. Tr/-#-# (+ '

'/r' o ' -#'-'#!' /# /-' o2 -#-)-/ r/-#''.

9



OBJECTIVES OF TRAINING

TO INCREASE PRODUCTIVITY

A# -#+r!or !/# ' '(o*''+ -#!r'/+' '-r ')' o2 'r2or(/#!' o# '-r

/++-#('#. I#!r'/+' -# (/# 'r2or(/#!' '/+ o -#!r'/+' -# ' o'r/-o#/

ro!-)-* /# /+o ' -#!r'/+' -# ' ro2- o2 ' !o(/#*.

TO IMPROVE >UALITY

B''r%r/-#' $or"'r+ /r' '++ -"'* o (/"' o'r/-o#/ (-+/"'+. I !/# ' -#

r'/-o#+- o ' !o(/#* or -# r'2'r'#!' o ' -#/#-' or/#-;/-o#/

'(o*('# /(o+'r'.

TO HELP A COMPANY FULFILL ITS FUTURE PERSONNEL NEEDS

T' or/#-;/-o#+ /)-# oo -#'r#/ r/-#-# /# ')'o('# ror/(('+ $-

/)' o (/"' '++ !/#'+ /# /+('#+. W'# ' #'' /r-+'+, )/!/#!-'+ !/# '

'/+-* +/22'.

TO IMPROVE ORGANIATIONAL CLIMATE

A# '#'++ !/-# o2 o+--)' r'/!-o#+ r'+ 2ro( / $' /##' r/-#-# ror/(('.

TO IMPROVE HEALTH AND SAFETY

Pro'r r/-#-# !/# r')'# -#+r-/ /!!-'#+. A +/2'r /(o+'r' '/+ o

(or' +/' /-'+ o# /r o2 ' '(o*''+.

PERSONAL GROWTH

E(o*''+ o# / 'r+o#/ /+-+ /-# -#-)-/* 2ro( '-r '6o+r' o '!/-o#/

'6r'++-o#+. Tr/-#-# ror/(('+ -)' '( $-'r /$/r'#'++ /# +"-+

97



NEED FOR TRAINING

To -(/r o ' #'$ '#r/#+ ' /+-! "#o$'' /# +"-+ '* #'' 2or '2-#-'

/+"+.

To /++-+ '(o*''+ o 2#!-o# (or' '22'!-)'* -# '-r r'+'# o+--o#+ *

'6o+-# '( o #'$ !o#!'+.

To - / -#' o2 !o(''# 'o' /# r'/r' '( o o!!* (or' r'+o#+-'

o+--o#+.

To r'!' ' +'r)-+-o# -(', $/+/' /# +o-/' o2 #'$ (/'r-/.

To r'!' ' '2'!+ /# (-#-(-;' ' -#+r-/ /!!-'#+.

To '#+r' ' '!o#o(-!/ o o2 ' r'-r' /-*.

To r')'# o+o'+!'#!'.

To ro(o' -#-)-/ /# !o'!-)' (or/', r'+o#+---* /# !oo'r/-)'

/-'+ '!.

98



TRAINING INPUTS

T'r' /r' r'' /+-! *'+ o2 -#+

>-?&"-+

>--?A-'

>---?K#o$''.

T' r-(/r* ro+' o2 r/-#-# -+ o '+/-+-# / +o# r'/-o#+- -+ / -+ '+

$'# ' $or"'r+ /-' o ' o -+ r-, $'# ' $or"'r+ "#o$'' o2 ' o

-+ /'/', /# ' /+ ')'o' ' #'!'++/r* +"-+. Tr/-#-# /!-)--'+ -# /#

-#+r-/ or/#-;/-o# /r' /-(' / (/"-# '+-r' (o-2-!/-o#+ -# +"-+, /-'+

/# "#o$'' o2 '(o*'' +o / '* 'r2or( '-r o+ (o+ '22-!-'#* /#

'22'!-)'*

9



BEST TIME TO IMPART TRAINING TO EMPLOYEE

27 NEW RECRUITS TO THE COMPANY

T'+' /)' / r'-r'('# 2or -#!-o# -#o ' !o(/#* /+ / $o' -# 'r(+ o2 -+

+-#'++ /!-)--'+ /# 'r+o##' o-!-'+ /# ro)-+-o#+, ' 'r(+, !o#--o#+ /#

'#'2-+ /ror-/' o ' /r-!/r '(o*'', /# ' !/r''r /# /)/#!'('#

oor#--'+ /)/-/'.

7 TRANSFEREES WITHIN THE COMPANY

T'+' /r' 'o' $o /r' (o)' 2ro( o#' o o /#o'r, '-'r $--# ' +/(' $or"

/r'/, -.'. ' +/(' '/r('# or 2#!-o#, or o -++-(-/r $or" #'r / -22'r'#

(/#/'('#. U#'r -+ '/-# $' /r' '6!-# ro(o-o#+, $-! /"' 'o'

-#o '#-r'* #'$ ')'+ o2 r'+o#+---*.

7 PROMOTIONS

Ao +-(-/r o ' r/#+2'r'' -# / 'r' -+ / #'$ o o ' '/r#' -# #'$

+rro#-#+, ' -+ -++-(-/r -# / ' ro(o-o# /+ ro -( o / #'$ ')' o2

+'r)-+or* or (/#/'('# r'+o#+---*. T' !/#' -+ +/* oo -(or/# /#

-22-! o (/"' +!!'++2* o 'r(- o#' o /++(' / ' ro(o'+ $- -!" -

/+ ' o'+ /o# /# /'#-o# /+ o ' /- o r/-#-# -# ' /+"+ /# '

r'+o#+----'+ /# 'r+o#/ +"-+ #'!'++/r* 2or '22'!-)' 'r2or(/#!'.

37 NEW PLANT OR E>UIPMENT

E)'# ' (o+ '6'r-'#!' o'r/or /+ ')'r*-# o '/r# $'# / !o('r /#

''!ro#-! !o#ro+ r'/!' ' r')-o+ (/#/ /# ''!ro%('!/#-!/ +*+'( o# '

ro!'++ /# o# $-! ' $or"+. T'r' -+ #o '++ / r/-#-# r'-r'('# 2or '

+'r)-+or+ /# ro!'++ (/#/'('#, /+ $' /+ 2or '!#-!/ +'r)-!' ro!-o#

!o#ro /# o'r+.

30



5. NEW PROCEDURES

M/-#* 2or o+' $o $or" -# o22-!'+ -# !o(('r!-/ /# /(-#-+r/-)' 2#!-o#+

/+o 2or o+' $o $' $or"/!' -+ o# ' +o 2oor or o# ro!'++ /# o# /#*

o!!/+-o# o# $-! 'r'

-+ / (o-2-!/-o# o '6-+-# /'r$or" or ro!'r' 2or, +/* ' $-r/$/ o2

(/'r-/+ 2ro( +or'+, ' !o#ro o2 !+o('r !r'- ' /ro)/ o2 '6'#+' !/-(+,

'r' #''+ o ' -#+r!-o# o# ' !/#' -# ' $/* o2 $or"-# -# (/#* -#+/#!'+, /

#o' r-#-# ' /'#-o# o2 / !o#!'r#' ' !/#' -+ /++(' o ' +22-!-'#,

'r' /r' !/+'+, +! /+ $'# o/ #'$ +*+'(+ -# !oror/-# IT /'+ /r'

-#+/', $'# (or' oro r/-#-# -+ #'''.

. NEW STANDARDS8 RULES AND PRACTICES

C/#'+ -# /#* o#' '+' /r' -"'* o ' !o#)'*' * r-#' #o' or * $or o2

(o * ' (/#/'r o -+ +or-#/'+, /# -+ !/# ' ' (o+ +/-+2/!-o# $/*

o2 '/-# $- ' !/#' 2ro( ' o-# o2 )-'$ o2 '-# o+' /22'!' o

#'r+/# '-r #'$ r'+o#+---*. =o$')'r #o / !/#'+ #'r -+ '/-# !/#

' '2 o -+ +or o2 /#-#. E)'# ' +-('+ oo"-# -#+r!-o# (/* ' r'/r'

/+ #'+-r/' or -(r/!-!/' * $o')'r /+ o 'r2or( - ' (/* #o #'r+/#

' ro+' '-# ' !/#' /# o+' !o#2-'#!' -# / (/#/'('# $-! ' #o$

'-')'+ o ' J('++-# /o, or ' (/* #'r+/# ' ro+' /# /)' / ''r

/'r#/-)' o o22'r -2 - -+ #o oo /'.

<7 NEW RELATIONSHIP AND AUTHORITIES

T'+' !/# /r-+', /+ / r'+ o2 (/#/'('# '!-+-o#+, -# / #('r o2 $/*+. I#

'6/('+, ' r'!o#--o# o2 ' /!!o#+ '/r('# !/# r'+ -# / r'/-;/-o# o2

r'+o#+----'+ '$''# ' +'!-o# '/'r+ o2 !r'- !o#ro, -#)o-!-# /# !+o('r

r'!or+, /o 'r' -+ #o (o)'('# o2 +/22 '$''# ' +'!-o#+ >-.'. #o

31



r/#+2'r+?. Ao ' !/#' -# $or" !o#'# 2or '/! !'r" /# +'r)-+or -+

'2-#' !'/r* 2or '/! 'r+o# -# ' #'$ ro!'r'+, 'r' -+ #')'r''++ / #'' 2or

'/! 'r+o# o "#o$ $'r' ' +/#+ -# ' #'$ +' , $-! -+ r'+o#+-' 2or $/,

/# $'r' o -r'! ro'(+ /# '#-r-'+ /+ '* /r-+' -# ' 2r'.

;7 MAINTENANCE OF STANDARDS

W' /r' 'r' !o#!'r#' $- (/-#'#/#!' o2 +/#/r+ ro r/-#-#, 2or - (+ '

r'('('r' / +'r)-+-o# /# -#+'!-o# /# /-2* !o#ro /r' !o#-#o+*

r'+o#+-' 2or +/#/r+ /# '6'r!-+' '-r o$# /or--'+ o -+ '#. Ao - -+

'#'r/* /r'' / +o(' r'r/-#-# 2ro( -(' o -(', /"-# )/r-' 2or(+ ')'# 2or

' o# ro o2 '(o*''+, o'+ /! /+ o / r'(-#'r /# / +-(+, 'r' -+ #o

(! /r''('# o# ' #'6 2r''#!* /# 2or( / +! r'r/-#-# +o /"', o2

'r' -+ /+ *' -' +!-'#-2-! "#o$'' o# -+ +'! $-! -+ o2 (! +' -#

-#+r-/ +-/-o#+.

7 THE MAINTENANCE OF ADAPTABILITY

A/-#, $-+ 'r' -+ -' +!-'#-2-! +* o2 ' o++ o2 /--* o '/r# #'$ +"-+ -#

o+' !/+'+ $'r' 'o' +'# / o# -(' $-o !/#', /# $-o ' #'' o

'/r#, 'r' -+ -#!r'/+-# ')-'#!' -# !rr'# '6'r-'#!' o +'+ / -+ -+ ' !/+'

-# -#+r-/ '(o*('#. A, o2 !or+', 'r' -+ ' -#2'r'#!' /r-+-# 2ro( '

/or/or* '6'r-('#+ o2 +*!oo-++.

2'7 THE MAINTENANCE OF MANAGEMENT S6ILLS &

STANDARDS

&"-+ -# +'r)-+-#, '(o*'' /r/-+/, !o((#-!/-o#+, '/'r+- '! /r'

-(or/# -# / !o(/#-'+. &o(' o2 '+' +"-+ /r' +''# o ' !r--!/ o (/or

')'o('#+ -# !o(/#* or/#-+/-o#, !r', '(o*'' '(o$'r('# /# +o o#.

I#--/ r/-#-# -# '+' +"-+ -+ #o #!o((o# -# ' /r'+ !o(/#-'+ o#

39



/o-#('# -#o (/#/'('# /# +'r)-+-o#. B !o#-#o+ r/-#-# /#

'r2or(/#!' (o#-or-# -+ r/r', '+-' ' !o((o# "#o$'' / +/#/r+ /r' /+

)/r-' /+ (/# #/r'.

227 RETIREMENT AND REDUNDANCY

E(o*''+ o2 /#* o+--o# -# ' !o(/#* $o /r' '/-# o$/r+ r'-r'('# $-

'#'2- 2ro( '/r#-# /o '/, +o!-/ -2', $or" oor#--'+ (o#'* (/#/'('#

'!. I#'r#/ or '6'r#/ !or+'+ /r' '+ /'#' / *'/r or $o '2or' r'-r'('# /',

-# / 2'$ !o(/#-'+ / ('('r o2 P'r+o##' $- /! /+ / !o#+'or /+ r'-r'.

33



TYPES OF TRAINING

Tr/-#-# -+ r'-r' 2or +')'r/ ro+'+. A!!or-#* r/-#-# ror/(('+ (/* ' o2

' 2oo$-# *'+:

O-*"n,+,*on ,-+*n*n#:

I#!-o# or or-'#/-o# r/-#-# +''"+ o /+ #'$* /o-#' '(o*''+ o '

$or" '#)-ro#('#. E)'r* #'$ '(o*'' #''+ o ' (/' 2* 2/(--/r $- -+ o,

-+ +'r-or+ /# +or-#/'+ /# $- ' r'+ /# r'/-o#+ o2 ' or/#-;/-o#.

I#!-o# r/-#-# !r'/'+ +'2%!o#2-'#!' -# ' '(o*''+. I -+ /+o "#o$+ /+ r'%

o r/-#-#.

I -+ r-'2 /# -#2or(/-)'.

Jo@ ,-+*n*n#:

I r'2'r+ o ' r/-#-# ro)-' $- / )-'$ o -#!r'/+' ' "#o$'' /# +"-+ o2

/# '(o*'' 2or 'r2or(/#!' o# ' o. E(o*''+ (/* ' / ' !orr'!

('o+ o2 /#-# '-('# /# (/!-#'+ +' -# / o. &! r/-#-# '+ o

r'!' /!!-'#+, $/+' /# -#'22-!-'#!* -# ' 'r2or(/#!' o2 ' o.

S+",1 ,-+*n*n#:

Tr/-#-# ro)-' o (-#-(-;' /!!-'#+ /# /(/' o (/!-#'r* -+ "#o$# /+

+/2'* r/-#-#. I -#)o)'+ -#+r!-o# -# ' +' o2 +/2'* ')-!'+ /# -# +/2'*

!o#+!-o+#'++.

P-o:o,*on+! ,-+*n*n#:

I -#)o)'+ r/-#-# o2 '6-+-# '(o*''+ o '#/' '( o 'r2or( -'r%')'

o+. E(o*''+ $- o'#-/ /r' +''!' /# '* /r' -)'# r/-#-# '2or' '-r

ro(o-o#, +o / '* o #o 2-# - -22-! o +o'r ' -'r r'+o#+----'+ o2

' #'$ o+--o#+ o $-! '* /r' ro(o'.

34



R"-"./"- ,-+*n*n#:

W'# '6-+-# '!#-'+ '!o(' o+o'' ' o ' ')'o('# o2 ''r

'!#-'+, '(o*''+ /)' o ' r/-#' -# ' +' o2 #'$ ('o+ /# '!#-'+.

W- ' /++/' o2 -(' '(o*'' (/* 2or' +o(' o2 ' ('o+ o2 o-# $or".

R'2r'+'r r/-#-# -+ '+-#' o r')-)' /# r'2r'+ ' "#o$'' /# o /' '

+"-+ o2 ' '6-+-# '(o*''+. &or%'r( r'2r'+'r !or+'+ /)' '!o(' o/r o#

/!!o# o2 r/- !/#'+ -# '!#oo* /# $or" ('o+. R'2r'+'r or r'%r/-#-#

ror/(('+ /r' !o#!' o /)o- o+o'+!'#!' o2 "#o$'' /# +"-+.

35



METHODS OF TRAINING

ON4THE4JOB TECHNI>UES

O# ' o '!#-'+ '#/'+ (/#/'r+ o r/!-!' (/#/'('# +"-+, (/"'

(-+/"'+ /# '/r# 2ro( '-r (-+/"'+ #'r ' -/#!' o2 /# '6'r-'#!',

!o(''# (/#/'r. &o(' o2 ' ('o+ /r' /+:

Jo@ Ro,+,*on: I -+ /+o r'2'rr' o /+ !ro++ +r/-#-#. I -#)o)'+ /!-# /#

'(o*'' o# -22'r'# o+ 2or 'r-o+ o2 -(' r/#-# 2ro( / 2'$ or+ o +')'r/

$''"+. A o$'r o ')'+, - #or(/* !o#+('+ / +or 'r-o, +! /+ 2'$ or+ or

o#' or $o /*+. A -'r o ')'+, - (/* !o#+(' (! /r'r 'r-o+ '!/+'

+/22 r/-#''+ (/* ' '/r#-# !o('6 2#!-o#+ /# r'+o#+----'+. o ro/-o# 2or

(/#/'r+ +/* -#)o)'+ '(or/r* /++-#('#+ / (/* r/#' 2ro( +')'r/

(o#+ o o#' or (or' *'/r+ -# )/r-o+ '/r('#+, /#+ /# o22-!'+. o ro/-o#

2or r/-#''+ -#)o)'+ +')'r/ +or%'r( /++-#('#+, / o! / )/r-'* o2 +"-+ /#

-)'+ ' r/-#''+ / r'/'r #'r+/#-# o2 o$ )/r-o+ $or" /r'/+ 2#!-o#.For

(-' /# 'r ')' (/#/'('#, - +'r)'+ / +-* -22'r'# 2#!-o#. A -+

+/', - -#)o)'+ /'r/ ro(o-o#+, $-! /+ 2or o#' or (or' *'/r+. I -#)o)'+ /

(o)' o -22'r'# $or" '#)-ro#('# +o / (/#/'r (/* ')'o !o(''#!' -#

'#'r/ (/#/'('# '!-+-o#%(/"-# +"-+.

3



METHODS OF TRAINING

1. ON% T=E% OB MET=OD&

9. OFF% T=E% OB MET=OD&

B* -)-# /# '(o*'' /' o -'+, /# -#!r'/+-# ' /o#o(* /#

r'+o#+----'+ /++o!-/' $- ' o, ' 2-r( /o$+ /# '(o*'' o '/r# / o

/o ' o, '/r('# /# or/#-;/-o#.

Jo@ *n.,-uc,*on ,-+*n*n#:I -+ /+o "#o$# /+ +'%*%+' r/-#-#. ='r', ' r/-#'r '6/-#+ '

r/-#'' ' $/* o2 o-# ' o+, o "#o$'' /# +"-+ /# /o$+

-( o o ' o. T' r/-#'r /r/-+'+ ' 'r2or(/#!' o2 ' r/-#'',

ro)-'+ 2''/!" -#2or(/-o# /# !orr'!+ ' r/-#''. I# +-('

$or+, - -#)o)'+ r'/r/-o#, r'+'#/-o#, 'r2or(/#!', /# r*o

/# 2oo$ .

Co+c/*n#:

T' r/-#'' -+ /!' #'r / /r-!/r +'r)-+or $o 2#!-o#+ /+ /

!o/! -# r/-#-# ' -#-)-/. T' +'r)-+or ro)-'+ ' 2''/!"

o ' r/-#'' o# -+ 'r2or(/#!' /# o22'r+ -( +o(' +'+-o#+ 2or

-(ro)'('#. O2'# ' r/-#'' +/r'+ +o(' -'+ /# r'+o#+----'+

o2 ' !o/! /# r'-)'+ -( o2 -+ r'#. A r/$/!" -+ / '

r/-#'' (/* #o /)' ' 2r''o( or oor#-* o '6r'++ -+ o$#

-'/+.

37



Co::*,,"" +..*#n:"n,.:

='r' -#, / ro o2 r/-#''+ /r' -)'# /# /+"' o +o)' /# /!/

or/#-;/-o#/ ro'(. T' r/-#''+ +o)' ' ro'( o-#*. T-+

')'o+ '/( $or" /# ro !o'+-)'#'++ 2''-#+ /(o#+ '

r/-#''+.

OFF4THE4JOB TRAINING

I -#!'+ /#*-# 'r2or(' /$/* 2ro( ' '(o*''+ o /r'/ or -(('-/' $or"

/r'/.

T$o ro/ !/'or-'+ o2 - /r'

IN HOUSE PROGRAMMEST'+' /r' !o#!' $--# ' or/#-;/-o#+ o$# r/-#-# 2/!--* '-'r *

r/-#-# +'!-/-++ 2ro( =R '/r('# or * '6'r#/ !o#+/# or /

!o(-#/-o# o2 o.

OFF4SITE PROGRAMMESI -+ ' '+'$'r' /# +o#+or' * /# '!/-o#/ -#+--o#, / ro2'++-o#/

/++o!-/-o#, / o)'r#('# /'#!* or /# -#''#'# r/-#-# /# ')'o('#

2-r(. T' )/r-o+ o22% '% o%r/-#-# ror/(('+ /r' /+ 2oo$+:

V".,*@u!" ,-+*n*n#%='r'-#, /!/ $or" !o#--o#+ /r' +-(/' -# / !/++roo(. M/'r-/, 2-'+

/# '-('# o+' /r' +' -# /!/ o 'r2or(/#!' /r' /+o +' -#

r/-#-#. T-+ *' o2 r/-#-# -+ !o((o#* +' 2or r/-#-# 'r+o##' 2or

!'r-!/ /# +'(-+"-' o+. T' r/-o# o2 -+ r/-#-# r/#'+ 2ro( 2'$

/*+ o / 2'$ $''"+. T'or* !/# ' r'/' o r/!-!' -# -+ ('o.

38



Ro!"49!+1*n#% I -+ '2-#' /+ / ('o o2 (/# -#'r/!-o# / -#)o)'+ r'/-+-! '/)-or

-# -(/-#/r* +-/-o#+. T-+ ('o -#)o)'+ /!-o# o-# /# r/!-!'. T'

/r-!-/#+ /* 'o ro' o2 !'r/-# !/r/!'r+, +! /+ ro!-o# (/#/'r, =R (/#/'r,

2or'(/#, $or"'r+ '!. T-+ ('o -+ (o+* +' 2or ')'o-#

-#'r'r+o#/ -#'r/!-o#+ /# r'/-o#+.

L"c,u-" :",/o$%

T' '!r' -+ / r/--o#/ /# -r'! ('o o2 -#+r!-o#. T' -#+r!-o#

or/#-;'+ ' (/'r-/ /# -)'+ - o ' ro o2 r/-#''+ -# ' 2or( o2 /

/". To ' '22'!-)', ' '!r' (+ (o-)/' /# !r'/' -#'r'+ /(o# '

r/-#''+. A# /)/#/' o2 -+ ('o -+ / - -+ -r'! /# !/# ' +' 2or /

/r' ro o2 r/-#''+.

Con"-"nc" o- $*.cu..*on%

I -+ / ('o -# r/-#-# ' !'r-!/, ro2'++-o#/ /# +'r)-+or* 'r+o##'.

I -#)o)'+ / ro o2 'o' $o o+' -'/+, '6/(-#' /# +/r' 2/!+ /#

//, '+ /++(-o#+ /# r/$ !o#!+-o#+, / o2 $-! !o#r-' o '

-(ro)'('# o2 o 'r2or(/#!'. I /+ /# /)/#/' / - -#)o)'+ $o $/*

!o((#-!/-o# /# '#!' 2''/!" -+ ro)-'. T' /r-!-/#+ 2'' 2r'' o

+'/" -# +(/ ro+. &!!'++ ''#+ o# ' '/'r+- /--'+ o2 '

'r+o# $o '/+ ' ro.

3



P-o#-+::"$ *n.,-uc,*on: T-+ ('o /+ '!o(' o/r -# r'!'# *'/r+. T' +'! (/'r o '

'/r#' -+ r'+'#' -# / +'r-'+ o2 !/r'2* /##' +''#-/ #-+. T'+'

#-+ /r' /rr/#' 2ro( +-(' o ('r' !o('6 ')'+ o2 -#+r!-o#+. T'

r/-#'' o'+ ro '+' #-+ * /#+$'r-# '+-o#+ or 2--# ' /#"+.

T-+ ('o -+ '6'#+-)' /# -(' !o#+(-#.

40



E=ECUTIVE DEVELOPMENT PROCESS

E"cu,*0". /r' ' 'o' $o +/' ' o-!-'+, (/"' ' '!-+-o#+ /# +'' '-r

-('('#/-o# -# /#* +-#'++ or/#-;/-o#. T'* /r' ' r'+-'#, ' )-!'%

r'+-'#, ' (/#/-# -r'!or, $or"+ (/#/'r, /# +'r-#'#'#, !o#ro'r,

r'/+r'r, o22-!' (/#/'r+, '#-#''r+, -r'!or+ o2 2#!-o#+ +! /+ r!/+-#,

r'+'/r!, 'r+o##', '/, (/r"'-# '!.

E"cu,*0" $"0"!o9:"n, (/* ' +/' /+ ' /-!/-o# o2 /##' '22or+ 2or r/-+-#

' 'r2or(/#!' +/#/r+ o2 - ')' (/#/'r+, /# 2or -(ro)-# ' /-'+ /#

/!-)--'+ / '#'r -#o or -#2'#!' '-r $or" /# '-r $or" r'/-o#+.

Foo$-# /r' ' +'+, $-! /r' -#)o)' -# ' ')'o('# ro!'++ o2 '6'!-)'+:

OBJECTIVES

T' 2-r+ /# 2or'(o+ +' -+ o '2-#' ' o#% 'r( o'!-)'+ o2 r/-#-# /#

')'o('# o2 '6'!-)'+.

STRENGTH AND WEA6NESS

A# -#)'#or* o2 (/#/'r+ -+ /"'# $- +'!-/ 2o!+ o# '-r +r'# -# 'r(+ o2

(/#/'r-/ +"-+ /# o'r /r-'+. T'-r #-' !//---'+, +'!-/-+ "#o$''

/# /!-')'('#+ /r' -+' o$# //-#+ '/!. A !o(/r-+o# $- ' r'-r'('# o2

' or/#-;/-o# $- r-# ' / -# "#o$'' /# +"-+ o2 '6-+-# '6'!-)'. T-+

-+ ' $'/"#'++.

LONG4 RANGE PLANS

='r' ' (/#/'('# r'/r'+ o#%'r( r/-#-# /# ')'o('# /#+ 2or '-r

'6'!-)'+, $-! -#!' ' /##/ r/-#-# /r'+, ' /##/ '+ /# '

+'!-2-! /r'/ o2 r/-#-#.

41



SHORT4 TERM PROGRAMME

T-+ ror/((' +'!-2* ' r/-o#, +/r-# -(', '#-# -(', #('r o2

'6'!-)'+ '-# r/-#', -'#-2* ' r'+or!'+ '!.

IMPLEMENTATION

T' r/-#-# ror/((' '#)-+/' '2or' -+ -#o o'r/-o#. T' /!/ r/-#-# -+

-#--/' * ro'r -('/' /# o'r /rr/#'('#+.

EVALUATION

I# -+ +', ' '22'!-)'#'++ o2 ' '6'!-)' r/-#-# ror/((' -+ ')//' *

('/+r-# ' -(ro)' 'r2or(/#!' o2 '6'!-)'+ $o #'r$'# ' ror/((',

o# '-r o. T'r' /r' )/r-o+ !r-'r-/ o2 ('/+r-# '22'!-)'#'++ +! /+ )/--*,

r'-/--* '!.

49



EVALUATING THE EFFECTIVENESS OF TRAINING

A# I#)'+or -# P'o' ')//'+ ' -#)'+('# -# r/-#-# /# ')'o('# o /++'++

/!-')'('# /# -(ro)' 2r' '22'!-)'#'++. 6"+-n. >14? +'++ / 'r' /r'

2or ro+ o2 J('/+r'+ o2 r/-#-# '22'!-)'#'++, $-! /r' +' * or/#-;/-o#.

T' ro+ /r' /+ 2oo$+:

% No M'/+r'('#

% &'!-)' M'/+r'+

% /-/-)' M'/+r'+

% O'!-)' M'/+r'+

T' 2-r+ ro, -# $-! #o r'/ ('/+r'('# o!!r+, -#!'+ /!-)--'+ #'r/"'#

/+ /# A! o2 F/-, $'r' #o 2or( o2 ('/+r'('# -+ /'(', +! /+ -#--/-)'+

o -(ro)' !o((#-!/-o#+ -# or/#-;/-o#, $-! +''( o (/"' 'o' 2'' oo

/# /'/r o /)' $or"' -# +o(' -#/#-' (/##'r.

T' +'!o# ro -#!'+ +'!-)' r'+o#+'+ 2ro( r/-#''+<!or+' ''/'+, /+

'6'(-2-' * ' =/* &''. T' (/-# '+-o# /+"' -+ /o o$ -#-)-/+

2'' /2'r ' r/-#-#. Or/#-;/-o#+ o2'# (/"' ' /++(-o# / o+--)'

r'+o#+'+ -#-!/' r/-#-# +!!'++ /# 'r'2or' )/' o ' or/#-;/-o#. =o$')'r,

!or+' ''/'+ (/* $' -)' +ro# o+--)' r'+o#+' +!or'+ 2or / #('r o2

r'/+o#+, -#!-# ' r'+'#/-o#/ +"-+ o2 ' r/-#'r, ' /-* o2 ' )'#', /#

' 2'' oo 2/!or o2 -#-# -# / !r'/-)' $or" ro, /# +o o#. /-*

('/+r'+ /'/r o ' (or' o'!-)' /# ' r')-o+ ro, /r' o2'# 2/$' *

+'!-)-* /+ $'. T'* /r' *-2-' * '+-o##/-r'+ /+"-# ''/'+ o /

)/' o# ' -"'* '#'2-+ o2 / r/-#-# ror/(('. O'!-)' ('/+r'+ /r' ' o#*

r'/* ('/#-#2 o#'+. =o$')'r, '* !/'#' ' ro)-'r o2 r/-#-# o

'(o#+r/' o$ '-r r/-#-# /!-)--'+ 2'' ro o ' oo( -#': -# 'r(+ o2

43



r'r# o# -#)'+('# /# r'r# o# ' !/-/ '(o*'. T'r' /+ o2'# ''# /#

/++(-o#, -# -('+ /+,/ r/-#-# +o('o$ +-2-'+ -+'2, '!/+' - -+ /

/o ')'o-# 'o'. =o$')'r, - -+ -#!('# o# or/#-;/-o#+ o oo" !r--!/*

/ ' $/*+ -# $-! '* ')//' '-r r/-#-# /!-)--'+, '+ '* 2/ r'* o '

+'! /ro/! /# /r' /* !/ o $'# / r-oro+ /#/*+-+ o2 / '

2#!-o#+ o2 ' or/#-;/-o#+ +-#'++ -+ !/' 2or. A '+-r/', -2 #o '++'#-/,

!/r/!'r-+-! o2 / r/-#-# ror/(('+ -+ / -%-# ro)-+-o# 2or ')//-o#.

T' 2or (/-# -('#+-o#+ o2 ')//-o# /r':

EVALUATION OF TRAINING INPUTS

T-+ -#)o)'+ ' ')//-o# o2 ' r/-#-# !rr-!( /# -+ +''#!-#.

EVALUATION OF THE TRAINING PROCESS

T' !-(/' o2 ' r/-#-# or/#-;/-o#, ' r'/-o#+- '$''# /r-!-/#+ /#

r/-#'r+, ' '#'r/ /-', /# /ro/!'+ o2 ' r/-#'r+, r/-#-# ('o+, '! /r'

+o(' o2 ' -(or/# ''('#+ o2 ' r/-#-# ro!'++ $-! /+o #''+ o '

')//'.

EVALUATION OF TRAINING OUTCOMES

M'/+r-# ' !/rr*%o(' )/' o2 / r/-#-# ror/((' -# 'r(+ o2 $/ /+ ''#

/!-')' /# o$ (! -+ ' (/-# /+" o2 ')//-o#. T-+, o$')'r, -+ / !o('6

'!#-!/ /# ro2'++-o#/ /+". B'#'2-+ o2 / r/-#-# ror/((' /r' #o o)-o+ /#

'* /r' #o r'/-* ('/+r/'. P/*o22+ 2ro( r/-#-# /r' -#/#-' /# r/'r +o$

o '!o(' //r'#. A !'#r/ ro'( -+ ' /+'#!' o2 o'!-)' !r-'r-/ /# +'!-2-!

'2-#--o#+ o2 r'')/# )/r-/'+ * $-! o ('/+r' ' '22'!-)'#'++ '-'r o2

+'!-2-! ror/(('+ or !/#'+ -# '(o*'' '/)-or. N')'r''++, ' oo

'r+o##' (/#/'r+ o (/"' /# '22or o +*+'(/-!/* /r/-+' ' '#'2-+ /#

r'++ o2 '-r ror/(('+.

44



I# o%r'/' r/-#-#, ' o'!-)' -+ o r/-# 'o' 2or +'!-2-! o +"-+ +o /

'-r ro!-)-* (/* -#!r'/+'. E)//-o# !/# ' o#' '-'r o ' -r'! !r-'r-o# o2

-#!r'/+' -# o or o ' -#-r'! !r-'r-/ o2 '!r'/+' -# !o+, r'/"/' or r''!+.

E)'# (or' -#-r'! /r' ('/+r'+ / o-# o !/#'+ -# /+'#''-+( or r#o)'r.

T' (o+ -22-! ro'(+ o2 ')//-o# -' -# ' /r'/ o2 (/# r'/-o#+ +"-

r/-#-#, $-! -+ -)'# o ' +'r)-+or+ /# (-'% ')' (/#/'r+. &'r)-+or*

/# (/#/'r-/ r/-#-# ror/(('+ /r', 2or -+ r'/+o#, '++ /('#/' o o'!-)'

r')-'$ ro!'r'+. M! +'!-)-* '#'r+ -#o ')//-o#+ o2 '+' ror/(('+,

+-#!' '6/! +/#/r+ /# !r-'r-/ /r' /r o ')-+'.

45



COMPANY PROFILE

4



SMART DATA PROCESSING

O#' o2 ' /r'+ Tr/#+/!-o#

Pro!'++-# Co(/#* -# I#-/

$- / I#-/ r'+'#!'

/#'+ M-++-o# Cr--!/ A-!/-o#+ $- o)'r 5 /!!r/!* H 'r2or(/#!'

')'+.

E+/-+' $- ' (-++-o# o2 ro)--# +'r-or o+or!' +'r)-!'+ o ' /#"+,

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*'/r+ o2 )//' '6'r-'#!' / '-!/' /# (o-)/' '/( o2 ro2'++-o#/+ $-

+ro# o(/-# "#o$'' /# ro'! (/#/'('# +"-+.

W- '//r'r+ -# D'-, ' Co(/#* /+ (/' +-#-2-!/# ro$ -# / +or +/#

o2 -('. I /+ -r'! *+-!/ r'+'#!' -# (or' /# 300 o!/-o#+ /!ro++ ' !o#r*

$-! '(o*+ (or' /# 800 '(o*''+. I+ o$# -#'r#/ +ro# !o((#-!/-o#

#'$or", -+ +or' * / ' '+" $-! !+o('r+ !/# /!!'++ 94 or+ /# 35

/*+.

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-(/' /+' ro!'++-# o2 !''+ 2or +')'r/ 2or'-# /# I#-/# r-)/' /#"+. T'

+/' o2 ' /r ro!'++-# !'#'r / D'-, '-' $- $or !/++ -#2r/+r!r',

ro)-' )/r-o+ *'+ o2 o+or!' +'r)-!'+ o# '# o '# /+-+. I -+ /+o / r'+''r

/# A&P 2or Brro+ C'' &!/##'r+ -# I#-/.

&(/rD// -+ /+o o#' o2 ' '/'r+ -# ' (/#/'('# o2 K-o+"+ H Po-#%O2%&/'+

'r(-#/+, $- r'(o' +r)'-/#!' /# (o#-or-#.

47



T/*. ,"+: .9"c*+!*?". *n T-+n.+c,*on P-oc"..*n# S"-0*c". 9-o0*$". ou,.ou-c"$

."-0*c". *n .* -"!+,"$ +-"+. 4

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W/1 S:+-,D+,+

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• 35 94 7 =' D'+"

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SmartData is a leading services processing organization that provides outsourced

transaction processing services for Corporates, Banks and leading Financial

Institutions.”

48



MANAGEMENT TEAM

S+n$""9 J+*n

Foun$"- +n$ M+n+#*n# D*-"c,o-

&/#'' !o('' -+ B.Co( =o#+ /# !o #o !o#ro -+ '#r'r'#'r-/

-#+-#!+. =' )'#r' -#o +-#'++ /# $/+ /++o!-/' $- '/-# r/#+ -# '

!o#r* /!-# /+ D'/'r 2or ' ro!+ o2 B//, =o#/, Gor', Brro+, NCR

'!.

T' /+ ('#-o#' !o(/#* '/'r+- !/#' -+ r/!" o)'r ' *'/r+. =' )'#r'

-#o /#"-# r'/' /r'/+ ro ' +!/##-# o2 o!('#+ /# !''+ /# '#,

#/r/* -)'r+-2-' -#o o'r /r'/+ o2 /#"-#. &o$*, /#"-# '!/(' BF&I

2o!+' /# ' +/r' o22'r-# +'r)-!'+ o -#+r/#!', ro"-# /# NBFC+ /+ $'. A

' +/(' -(', ' /+o )'#r' -#o / -r'! !o#r/! $- VF& 2or '-r -#%/# $or"

/# + '/# / o# /# ro$-# r'/-o#+-. =' -+ "#o$# 2or --# +ro#

r'/-o#+-+ /# -+ !/# ' +''# 2ro( ' 2/! / (/#* !-'#+ /)' #o '2

&(/rD// ')'r +-#!' '* '!/(' !+o('r+' '#'r/-o# /+ o#* -#!r'/+'

$- /--o#/ 'or/*.

=-+ -r+ 2or o-# -#+ -# / -22'r'# (/##'r /+o ' -( -#o ' R')'#'

M/#/'('# /!-)-* 2or U--* !o(/#-'+ /# + $/+ or# ' K-o+"<ATPM+.

W- -+ "#o$'' o2 +!/# (/!-#'+, ' )'#r' -#o +'r)-!' !o#r/!+ 2or +!/##'r+

/# '# (o)' o# o PO& (/!-#'+ /# ATM+. =' /+ / ' /'-' 2or ro$

/# -+ r'+' -# ' /"'%o)'r o2 / +-#'++ 2ro( M/r-6 $-! / / o o2 +*#'r*

'or/-!/* /+ $' /+ o# ' ro! o22'r-#+. =-+ )-+-o# 2or -)'r+-2-!/-o# /+

/!/* '' ' !o(/#*, /+ - -+ #/22'!' ')'# r-# ' $or+ r'!'++-o#/r*

'r-o 2or ' BF&I -#+r*.

4



&/#'' /o+ /# /+o'* /#+%o22 (/#/'('# /-' /# -+ "#o$# 2or /"-#

'!-+-o#+ / /(/;-# +''. T-+ +'' o (/r"' /+ /+o ''# / 2/!or 2or !-'#+ o

#o oo" '*o# &(/rD//, //r 2ro( o'r '22-!-'#!* 2/!or+.

A!ok" D"

C/*" T"c/no!o#1 O*c"-

A ro! o2 IIT M/r/+, ' !o('+ $- o)'r 2or* r'' *'/r+ o2 )/r-' (/#/'r-/

'6'r-'#!', -# ' ''!ro#-!+ /# -#2or(/-o# '!#oo* -#+r*.

=' o-#' P--+ I#-/ /# +'# / oo 1 *'/r+ o-# +'#-or o+--o#+ -# '-r

&!-'#-2-! /# I#+r-/ E-('# -)-+-o#. L/'r ' o-#' T// Brro+ /#

+'# ' r'+ o2 -+ !/r''r -# ' ro. =' '/' ' BF&I )'r-!/ /# $/+

r'+o#+-' 2or +/'+. B'2or' r'-r-#, ' $/+ ' G'#'r/ M/#/'r o2 '-r &*+'(+

I#'r/-o# D-)-+-o#.

V 6-*./n+:+c/+-*

G"n"-+! M+n+#"- F*n+nc" & Accoun,.

V Kr-+#/(/!/r- r//' /+ B/!'or o2 Co(('r!' 2ro( D'- U#-)'r+-*.

=' -+ / 2'o$ M'('r o2 ' I#+-' o2 C/r'r' A!!o#/#+ o2 I#-/ /# /+o /#

A++o!-/' M'('r o2 ' I#+-' o2 Co(/#* &'!r'/r* o2 I#-/. =' /+ o)'r 91

*'/r+ o2 '6'r-'#!' '-##-# $- !/r''r -# !oror/' 2-#/#!' /# (o)' o# o '/

' F-#/#!' 2#!-o# 2or /# MNC -# Fr'- For$/r-# I#+r*. =' /+ ')'o'

-+ +"-+ -# ' /r'/ o2 +*+'(+, ro!'r'+ /# /!!o#-# ro!'++'+ /# /+o

-#)o)' -# ' -('('#/-o# o2 ERP +*+'(+. =' '# (o)' o $or" $- o#' o2

' '/-# /$ 2-r(+ -# I#-/ >Lr/ H Lr/? /+ / !o#+/# -# ' /r'/+ o2

Coror/' /$+, $'r'2ro( ' $or"' /+ !o#+/# -# ' /r'/+ o2 !oror/' /$+,

+* /# -(ro)'('# o2 A!!o#-# ro!'++'+ /# /+ o-#' ' Co(/#* o

+r'#'# ' (/#/'('# '/(.

50



MANAGED OUTSOURCED SERVICES

• K-o+"+ /+' Co'!-o# &'r)-!'+

• R'!'-)/'+ M/#/'('#

• I(/' /+' C'' Pro!'++-# &'r)-!'+

• Do!('# M/#/'('# H V'r-2-!/-o# &'r)-!'+

• PO& M/#/'('# H &or &'r)-!'+

• C'' &!/##'r &* H &or

• R'/- A++'+<L-/--* Pro!'++-#

• V-+/ Pro!'++-# &'r)-!'+

• Mo-' P/*('#

51

http://www.smartsafex.com/kiosks-based-collection-services.html


http://www.smartsafex.com/receivables-management.html

http://www.smartsafex.com/image-based-cheque-processing-services.html

http://www.smartsafex.com/document-management.html

http://www.smartsafex.com/pos-management.html

http://www.smartsafex.com/cheque-scanner-supply-and-support.html

http://www.smartsafex.com/retail-assets.html

http://www.smartsafex.com/visa-processing-services.html

http://www.smartsafex.com/mobile-payment.html



http://www.smartsafex.com/receivables-management.html

http://www.smartsafex.com/image-based-cheque-processing-services.html

http://www.smartsafex.com/document-management.html

http://www.smartsafex.com/pos-management.html

http://www.smartsafex.com/cheque-scanner-supply-and-support.html

http://www.smartsafex.com/retail-assets.html

http://www.smartsafex.com/visa-processing-services.html

http://www.smartsafex.com/mobile-payment.html



CLIENTS

59



PRESENCE

INDIA

N'$ D'-, M(/-, Ko"//, C'##/-, C/#-/r, L-/#/, P/-//, //#/r,

&-(/, /((, &r-#//r, P#', N/+-", =*'r//, A('//, Kr/-, &/(/#/,

R/r/, F/;-"/, &r/, M'+/#/, /-r, A('r, or, B-"/#'r, L!"#o$, K/#r,

A///, B/#/r/+, B/r'-*, Ar/, D'r/#, M''r, &o#-/, K/##/, P-/r,

N/$/#+/r, F/r-"o, =-++/r, Ro/", A(//, P/#-/, G/r+/#"/r, B/#/or',

/(#//r, V/-, Kr"+'r/, K#-, A(r-+/r, Co!-#, Ro/r, K/r#/, T/#/,

M"+/r, Q-r/"r, M/r/, &/(r//, B/#/, Gor/*/, K/r//, &/(r//, L/r,

Ko-(or, M/#- Go-#/r, B///, Ko"/r/, M/#+/, M/o.

O,/"- Coun,-*".%4

&RI LANKA

53



OBJECTIVE OF

STUDY

54



OBJECTIVE OF THE STUDY

T' ro/ o'!-)' o2 ' +* o2 r/-#-# H ')'o('# -# &(/r D// Pro!'++-#

-+ o +* ' -(/! o2 r/-#-# o# ' o)'r/ +"- ')'o('# o2 $or"'r+. T'

+'!-2-! o'!-)'+ o2 ' +* /r':

27 To '6/(-#' ' '22'!-)'#'++ o2 r/-#-# -# o)'r/ ')'o('# o2 +"-+ o2 $or"

2or!'.

7 To '6/(-#' ' -(/! o2 r/-#-# o# ' '(o*''+.

7 To +* ' !/#'+ -# '/)-or/ /'r# ' o r/-#-#.

37 To ('/+r' ' -22'r'#-/ !/#' -# o ' o r/-#-#

57 To !o(/r' ' !o+ '22'!-)'#'++ -# -(/#-# r/-#-# ror/(+.

55



SCOPE OF THE STUDY

Tr/-#-# H D')'o('# -+ ' ro!'++ $'r'-# ' (/#/'('# 2-#+ o o$

'22'!-)' - /+ ''# / r/-#-# /# ')'o-# ' '(o*''+ -# /# or/#-;/-o#.

T-+ +* -)'+ +o(' +'+-o#+ 2or (/"-# ' r'+'# r/-#-# /#

')'o('# +*+'( (or' '22'!-)'.

I -)'+ or/#-;/-o# ' -r'!-o#, o$ o '/ -22'r'#* $- -22'r'#

'(o*''+.

I -'#-2-'+ ' r/-#-# H ')'o('# #''+ r'+'# /(o# ' '(o*''+.

5



RESEARCH

METHODLOGY

57



RESEARCH METHODOLOGY

E)'r* ro'! $or" -+ /+' o# !'r/-# ('ooo*, $-! -+ / $/* o +*+'(/-!/*

+o)' ' ro'( or //-# -+ o'!-)'+. I -+ / )'r* -(or/# -'-#' /# '/ o

!o('-o# o2 /#* ro'! $or" ro o+'r)/-o#, // !o'!-o# /# // /#/*+-+

A!!or-# o C-22or Woo*, R'+'/r! M'ooo* !o(r-+'+ o2 '2-#-# H

r''2-#-# ro'(+, !o'!-#, or/#-;-# H')//-# //, (/"-# '!-o#+

Hr'+'/r!-# o !o#!+-o#+.

A!!or-#*, ' ('ooo* +' -# ' ro'! -+ /+ 2oo$+: %

D'2-#-# ' o'!-)'+ o2 ' +*

Fr/(-# o2 '+-o##/-r' "''-# o'!-)'+ -# (-# >!o#+-'r-# ' o'!-)'+?

F''/!" 2ro( ' '(o*''+

A#/*+-+ o2 2''/!"

Co#!+-o#, 2-#-#+ /# +'+-o#+.

58



OBJECTIVES OF THE RESEARCH

T' 2-r+ H 2or'(o+ +' -# /#* r'+'/r! $or" -+ o -'#-2* ' ro'(+ or

o'!-)'+ o# $-! ' r'+'/r!'r /+ o $or" o#.

MAJOR OBJECTIVE

To /#/*;' ' '6-+-# r/-#-# r/!-!'+, -+ '22'!-)'#'++ /# r'!o(('# ('/+r'+

o -(ro)' ' r/-#-# r/!-!'+ -# &(/r D// Pro!'++-# .

MINOR OBJECTIVES

To +* ' 2r''#!* o2 r/-#-#, r/-#-# ('o+ /# '-r '22'!+ o# '

r/-#''+ /# r'!o(('# !'r/-# ('/+r'+ 2or -(ro)'('#.

To #'r+/# ' r'+'# r/!-!'+ '#2or!' -# r'+'! o2 r/-#-# / ' 'r+o##'

'/r('# /# r'!o(('# /#* !/#'+ -2 #'!'++/r*.

To /"' 2''/!" /# /#/*;' ' ')' o2 +/-+2/!-o# /(o#+ ' '(o*''+ -#

r'+'! o2 r/-#-# /!-)--'+ /# +'+ /'r#/-)'+.

SELECTION OF SAMPLE SIE

I# or'r o /"' / r'/+o#/' +/(' +-;' /# #o o -+r ' 2#!-o#-# o2 '

or/#-;/-o#, / +/(' +-;' o2 r'/+o#/' +r'# o2 ' Co(/#* /+ ''# /"'# -#

or'r o /rr-)' / ' r'+'# r/!-!'+ o2 r/-#-# -# ' Co(/#*.

A!!or-#*, 50 '(o''+ /)' ''# +''!' / r/#o( 2ro( / ' '/r('#+ o2

' or/#-;/-o# /# 2''/!" 2or(+ >'+-o##/-r'? /)' ''# o/-#'. T' // /+

''# /#/*;' -# or'r o /rr-)' / r'+'# r/-#-# r/!-!'+ -# ' or/#-;/-o#.

5



SAMPLING TECHNI>UE USED

T' '!#-' o2 R+n$o: S+:9!*n# /+ ''# +' -# ' /#/*+-+ o2 '

//<R/#o( +/(-# 2ro( / 2-#-' o/-o# r'2'r+ o / ('o o2 +/('

+''!-o#, $-! -)'+ '/! o++-' +/(' !o(-#/-o# /# '/ ro/--* o2 '-#

-!"' /# '/! -'( -# ' '#-r' o/-o# o /)' /# '/ !/#!' o2 '-#

-#!' -# ' +/('. T-+ +/(-# -+ $-o r'/!'('#, -.'. o#!' /# -'( -+

+''!' 2or ' +/(', - !/##o /'/r -# ' +/(' //-#.

0



TOOLS AND METHODS OF DATA COLLECTION

To ''r(-#' ' /ror-/' // 2or r'+'/r! (/-#* $o "-#+ o2 // $/+ !o'!'

#/('* r-(/r* H +'!o#/r* // /+ '6/-#' 'o$:

PRIMARY DATA

Pr-(/r* // /r' o+', $-! $'r' !o'!' /2r'+ H 2or ' 2-r+ -(' /# +

/'# o ' or--#/ -# !/r/!'r. =o$')'r, 'r' /r' (/#* ('o+ o2 !o'!-# '

r-(/r* // / /)' #o ''# +' 2or ' ro+' o2 -+ ro'!. T' o#'+ / /)'

''# +' /r':

'+-o##/-r'

I#2or(/ I#'r)-'$+

O+'r)/-o#

SECONDARY DATA &'!o#/r* // -+ !o'!' 2ro( r')-o+ r'+'/r!'+ /#

-'r/r' o 2- -# ' r'+'!-)' ro'!. T' +'!o#/r* // $/+ !o'!' ro:

T'6 Boo"+

Ar-!'+

or#/+

W'+-'+

STATISTICAL TOOLS USED

T' (/-# +/-+-!/ oo+ +' 2or ' !o'!-o# /# /#/*+'+ o2 // -# -+ ro'!

/r':

P-' C/r+

T/'+

1



DATA ANALYSIS

9



DATA ANALYSIS

I# ' +* /+ +/- o)'r* 50 r'+o#'#+ $'r' -#'r)-'$' /# /#/*+-+ $'r' r/$#

o# ' /+-+ o2 '-r o-#-o#+.

TABLE 2% EMPLOYEES INTEREST IN TYPE OF TRAINING

PARTICULAR& NO. OF RE&PONDENT& PERCENTAGE

ON T=E OB 34 85

OFF T=E OB 15

TOTAL 40 100

Fro( ' T/'1 /# r/, - r')'/+ / 85 o2 '(o*''+ /r' -#'r'+' -# o#%'%

o /# o#* 15 o2 ' '(o*''+ /r' -#'r'+' -# o22%'%o.

3



TABLE % METHODS OF TRAINING ADOPTED IN THE ORGANISATION

PARTICULAR&

NO. OF

RE&PONDENT& PERCENTAGE

REFRE&=ER 4 10

&EN&ITIVIT 1 9.5

CONVERGENT 4 10

LATE&T TEC=NOLOG 8 90

CEP 93 57.5

TOTAL 40 100

T' /o)' +/' r/-#-# /r' ' (/-# r/-#-# ror/(('+ !o#!' -# '

or/#-;/-o#, 2ro( ' /o)' T/'9 /# r/ 57 o2 ' '(o*''+ /)' /'#'

CEP -.'. !o#-#o+ '!/-o# ror/((', 90 o2 '( /)' /'#' /'+

'!#oo*, 10 2or o !o#)'r'# /# r'2r'+'r r/-#-# /# R'2r'+'r r/-#-# /#

o#* 9.5 /)' /'#' &'#+--)-* r/-#-#.

4



TABLE % OPININON OF EMPLOYEES IN CONTE=T TO TRAINING

PROGRAMME


INTRAPER&ONAL 1 5

INTERPER&ONAL 19 30

TEC=NICAL 9 5

TOTAL 40 100

Fro( ' /o)' T/'3 /# r/, - -+ --

' /

5 o2 ' '(o*''+ o-#' r/-#-# -+ '2 2or '-r '!#-!/ /!-)--'+, 30 o2

' '(o*''+ o-#' r/-#-# -+ '2 2or -#'r'r+o#/ /!-)--'+ /# o#* 9.5 +/-

r/-#-# -+ '2 2or -#r/'r+o#/ /!-)--'+.

='#!', ' or/#-;/-o# +o /+o -)' r-or-* 2or !o#!-# r/-#-# ror/(('+

$-! !/# '#/#!' ' -#r/'r+o#/ /!-)--'+.

5



TABLE 3% SATISFACTION OF ENVIRONMENT DURING THE TRAINING

PERIOD

PARTICULAR&

NO. OF

RE&PONDENT& PERCENTAGEE& 38 5

NO 19 5

TOTAL 40 100

Fro( ' /o)' T/'4 /# r/, - !/# ' )-'$' / 5 o2 ' '(o*''+ /r'

!o(2or/' r-# ' r/-#-# ror/((', /# o#* 5 /r' #o !o(2or/' r-#

' r/-#-# 'r-o.

T+ (o+ o2 ' '(o*''+ /r' !o(2or/' r-# ' r/-#-# ror/(('.



7



TABLE 5% SATISFACTION ABOUT YHE TRAINING PROGRAMME


E& 3 0

NO 4 10

TOTAL 40 100

Fro( ' /o)' T/'5 /# r/, - -+ /#/*+' / 0 o2 ' '(o*''+ /r'

+/-+2-' $- ' r/-#-# ror/((' '* / /# o#* 10 /r' #o +/-+2-' $- '

r/-#-# ror/(('.

T+ - !/# ' !o#!' / (o+ o2 ' '(o*''+ /r' 2* +/-+2-' $- '

r/-#-# ror/((' !o#!' * ' or/#-;/-o#.

8



TABLE % PLACE OF THE EMPLOYEES GETTING TRAINED

PARTICULAR&

NO. OF


WORK &=OP 9 5

CLA&& ROOM& 1 3

CONFERENCE =ALL 93

OUT&IDE T=E

E&TABLI&=MENT 13 33

TOTAL 40 100

T' /o)' /r' ' /!'+ $'r' ' r/-#-# /r' ', 2ro( ' r/ - -+ )-'$' /

5 o2 '( $'r' r/-#' -# $or" +o+, 3 -# !/++ roo(+, 93 -# !o#2'r'#!' /,

33 o2 '( o+-' ' '+/-+('#.



70



TABLE <% OPININON OF EMPLOYEES ABOUT TRAINERS

PARTICULAR&

NO. OF


1. UALIFIED H

EPERIENCED 90 50

9. &KILLFUL H

KNOWLEDGEABLE 5 11

3. ENCOURAGED

CLA&& PARTICIPATION 1 3

ALL>193? 14 3

TOTAL 40 100

Fro( ' T/'7, - -+ /#/*;' / 50 o2 ' '(o*''+ )-'$ '-r r/-#'r+ /+

/-2-' /# '6'r-'#!', 19.5 o2 '( /r' +"-2 /# "#o$''/', 3 o2 '(

'#!or/' !/++ /r-!-/-o# /# o'r 3 +/- r/-#'r+ /r' /-2-' H '6'r-'#!',

+"-2 H "#o$''/', /# /+o '#!or/' !/++ /r-!-/-o#.

71



TABLE ;% BEHAVIOURAL ASPECTS OF THE TRAINERS


IMPARTIAL 4 10

RUDE 0 0

FRIENDL 98 98

EA& GOING 8 90

TOTAL 40 100

Fro( ' /o)' r/ /# T/'8 - r')'/+ / 10 o2 ' '(o*''+ 2'' /

r/-#'r+ $'r' -(/r-/, 70 2'' / r/-#'r+ $'r' 2r-'#*, 90 2'' '* $'r' '/+*

o-# /# 2-#/* '(o*''+ 2'' #o#' o2 ' r/-#'r+ $'r' r' / -+ 0.

79



TABLE % TRAINING CONDUCTED IN PCS


FORTNIG=TL 0 0

MONT=L 1 40

UARTERL 4 10

=ALF EARL 1 3

ANNUALL 1 47

TOTAL 40 100

Fro( '

Ao)' T/' - r')'/+ /, $'# / r/-#-# !or+'+ /r' ', 40 o2 '( +/- '

2/! / !or+'+ /r' !o#!' (o#*, 9.5 2or /2 *'/r*, 10 2or /r'r*,

47.5 2or /##/*.

73



T' /' !'/r* -#-!/'+ / (o+ o2 ' r/-#-# ror/((' $'r' !o#!'

(o#*>40? +o(' o2 ' r/-#-# ror/(+ /r' !o#!' ')'# o#!' -# / *'/r>47.5?.

T' /' 2r'r r')'/+ / #o r/-#-# ror/((+ -+ ''# !o#!' $- / 'r-o

r/-o# o2 / 2or#-.

TABLE 2'% DURATION OF THE TRAINING PROGRAMME

PARTICULAR&

NO. OF


ONE DA 1 3

9%3 DA& 4 10

ONE WEEK 99 55

FORTNIG=T 13 33

TOTAL 40 100

A+ r'/r+ ' r/-o# o2 ' r/-#-# ror/((', 9.5 o2 ' '(o*''+ +/- - $/+

' 2or o#' /*, 10 +/- 2or 9%3 /*+, 55 +/- r/-#-# /"'+ /!' 2or / $''",

74



75



TABLE 22% EMPLOYEE OPINION ABOUT THE TYPE OF TRAINING

PARTICULAR&

NO. OF


WORK &C=EDULE 15

PERFORMANCE

APPRAI&AL 9 5

CONTINOU& LEARNING 18 45

ALL 14 35

TOTAL 40 100

Fro( ' T/'11, - -+ --', 15 o2 ' '(o*''+ +/- r/-#-# /+ / /r o2

'-r $or" +!'', 5 o2 '( 2or 'r2or(/#!' /r/-+/, 45 o2 '( 2or

!o#-#o+ '/r#-# /# 35 o2 '( )o' 2or /.

7



FINDINGS

77



FINDING AND INTERPRETATION

T' (/or 2-#-#+ o2 ' ro'! /r' '#('r/' /+ 2oo$+:

Tr/-#-# -+ !o#+-'r' /+ / o+--)' +' o$/r+ /('#/-o# o2 ' "#o$''

/+' * ' r'+o#'#+.

T' o'!-)'+ o2 ' r/-#-# ror/(('+ $'r' ro/* "#o$# o ' r'+o#'#+

r-or o /'#-# '(.

T' r/-#-# ror/(('+ $'r' /'/'* '+-#' o !/'r o ' ')'o('#/

#''+ o2 ' r'+o#'#+.

&o(' o2 ' r'+o#'#+ +'+' / ' -(' 'r-o o2 ' r/-#-# ror/(('+

$'r' '++ /# + #'' o ' -#!r'/+'.

&o(' o2 ' r'+o#'#+ /+o +'+' / +' o2 /'+ r/-#-# ('o+ $-

'#/#!' ' '22'!-)'#'++ o2 ' r/-#-# ror/(('+.

&o(' r'+o#'#+ '-')' / ' r/-#-# +'++-o#+ !o ' (/' (or' '6!--# -2

' +'++-o#+ / ''# (or' -#'r/!-)' /# -# -#' $- ' !rr'# r/!-!'+ -# '

(/r"'.

T' r/-#-# /-+ +' $'r' '2 -# -(ro)-# ' o)'r/ '22'!-)'#'++ o2 '

r/-#-# ror/(('+.

T' r/-#-# ror/(('+ $'r' /' o -(ro)' o#%'%o '22-!-'#!*.

&o(' r'+o#'#+ /+o r'!o(('#' / ' #('r o2 r/-#-# ror/(('+ '

-#!r'/+'.

78



RECOMMENDATIONS

7



RECOMMENDATIONS

B/+' o# ' // !o'!' ro ' '+-o##/-r' /# -#'r/!-o#+ $- '

'(o*''+ o2 &(/r D// Pro!'++-# . ' 2oo$-# r'!o(('#/-o#+ /r' (/' 2or

!o#+-'r/-o#:

Co(/#* (/* --;' o +'!-)' /# o'!-)' /ro/! 2or ' r/-#-#

ror/(('+.

Co(/#* (/* !o#+-'r '-# '/! '(o*'' o /'# / '/+ o#' r/-#-#

ror/(('+ '/! *'/r.

T' I#%o+' r/-#-# ror/(('+ $- ' '#'2-!-/ o ' or/#-;/-o# /+ $' /+

'(o*''+ +-#!' - $- ' '(o*''+ o /'# '-r o22-!-/ $or" $-' #'ro-#

' r/-#-#.

Co(/#* !/# /+o /rr/#' /r -(' r/-#-# ror/(('+ -# ' o22-!' r'(-+'+

2or +or r/-o#+, +/##-# o)'r / 2'$ /*+, -# or'r o /)o- /#* -#'rr-o# -# '

ro-#' $or".

Co(/#* !/# /rr/#' ' r/-#-# ror/(('+ '/r('# $-+' -# or'r o -)'

2o!+' /'#-o# o$/r+ ' '/r('#/

80



CONCLUSION

81



CONCLUSION

I# &MART DATA PROCE&&ING r/-#-# -+ )'r* '2 o$/r+ or/#-;/-o# /#

'(o*''+. T' '(o*'' /'#' r/-#-# ror/((' o2 ' !o(/#* ' $'r' /+o

'#'2-' * - -# 'r(+ / '-r 'r2or(/#!' -#!r'/+', /+o /(o+ 70 o2 '

'(o*''+ /+o 2o# !/#'+ -# 'r(+ o2 ro!-)-* -.' '* /-#' (or'

ro2'++-o#/ "#o$'' /+o /(o+ / o2 '( !/# -+!++ '-r #''+ $- '-r

+'r-or+. W' !/# 'r'2or' +/* / r/-#-# ror/(+ -+!++ '-r #''+ $- '-r

+'r-or+. W' !/# 'r'2or' +/*, / r/-#-# ror/(+ /r' #o o#* '#'2-!-/ 2or '

!o(/#* /+o '#'2-!-/ 2or ' '(o*''+ $or"-# /# 'r+o#/ -2'. T'r'2or'

r/-#-# ror/(+ +o ' -('('#' -# ')'r* or/#-;/-o# 2or ' +r)-)/ -# '

$or /# /!-')'('# o2 ' o'!-)'+.

89



LIMITATIONS

83



LIMITATIONS

T'r' /r' !'r/-# -(-/-o#+, $-! !/##o ' r' o /2'r /"-# / o++-'

r'!/-o# r'/r-# ' /+-! r'+ o2 'r+o##' '/r('#+.

• F-r+ o2 /, ' +!o' o2 +* -+ -(-' /+ Tr/-#-# /# D')'o('# ror/( 2or

' or/#-;/-o#.

• T' +/(' +-;' $/+ +(/ 'r', ' !o#!+-o# (- #o ' r- 2or '

r'(/-#-# '(o*''+.

• No !o#+o-/' /' /)/-/' ('/#+ +'#+ ''# o# ' +'!o#/r* //.

• R'+'/r! -+ /+' o# &MART DATA PROCE&&ING , NEW DEL=I o#*.

84



BIBLIOGRAPHY

85



BIBLIOGRAPHY

•K A+$///, >17? =(/# R'+or!' /# P'r+o##' M/#/'('#, T//

M!Gr/$% =- 131%17

• Cr-+ D"'+, >9001? R'!r--# ' R- &/22

• o# M. I)/#!')-!, =(/# R'+or!' M/#/'('#, T// M!Gr/$% =-, 9004

• &')' K#''/#, >1? =-r-# P'o', -+!o)'r /# '22'!-)' -#'r)-'$-#

+*+'( /)o- -r-# ' $ro# 'r+o#, r'!r- o+/#-# 'r2or('r+

• &o#', =/ro C /# K'#', W.E E22'!-)' P'r+o##' &''!-o# Pro!'r'+,

15

• &(/r D// Pro!'++-# M/#/

• =. R. M/#/'r M/#/

T' I#+r-/ &o!-'*

• Tr/-#-# E)//-o# =/# Boo"

/!". . P--+

• Tr/-#-# E)//-o# -# I#-/

Pr-(-/ H V-r(/#-

8



APPENDICES

87



>UESTIONNAIRE

>UESTIONNAIRRE ON TRAINING AND DEVELOPMENT IN

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