study , analyze & evaluate training & development imparted by nis sparta at reliance...
TRANSCRIPT
1
A
PROJECT REPORT
ON
ldquoTo study analyze and evaluate Training and development practices
imparted by NIS- Sparta at Reliance Communication (June ndash August
2008)rdquo
AT
Reliance Communication
In partial Fulfillment of
MASTERS DEGREE IN BUSINESS ADMINISTRATION
SUBMITTED TO
UNIVERSITY OF PUNE
BY
MS Sadiya A Contractor
MBA-II
[2007 ndash 2009]
ALLANA INSTITUTE OF MANAGEMENT SCIENCES
PUNE-411001
2
COMPANY CERTIFICATE
3
GUIDE CERTIFICATE
4
ACKNOWLEDGEMENT
Words are inadequate to express my gratitude to the Reliance Communication ndash NIS Sparta for giving me an opportunity to undergo the practical training in their company and extend me full cooperation enabling me to successfully complete this project report I am thankful to my family and friends who have helped and supported me to make this project a success I am particularly grateful to Mr Amit Kumar Girdhar Head - State Operations (Maharashtra amp Goa) - NIS Sparta for his cooperation extended to me by providing necessary information amp timely help I am also obliged and indebted to Dr KK Singh ndash Director Allana Institute of Management Sciences Pune and Prof SDBagademy internal guide for the valuable suggestions and encouragement in completing this project successfully
Sadiya A Contractor
5
DECLARATION
I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner Being aware of a project regarding its Factuality and Authenticity I have tried my best to perform my task All the information mentioned here throughout the project is true to the best of my knowledge And I declare it as true and the collection made through own website and by my own personal observation and experience The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography
Sadiya AContractor
-----------------------
6
EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
7
Project Title ―To study analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June ndash August
2008)
Organization Reliance Communication 7 loves chowk Swargate Pune
Name Sadiya A Contractor
Course Persuading MBA
Specialization Human Resource Management
Institute Allana Institute Of Management Sciences
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
Research methodology
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
2
COMPANY CERTIFICATE
3
GUIDE CERTIFICATE
4
ACKNOWLEDGEMENT
Words are inadequate to express my gratitude to the Reliance Communication ndash NIS Sparta for giving me an opportunity to undergo the practical training in their company and extend me full cooperation enabling me to successfully complete this project report I am thankful to my family and friends who have helped and supported me to make this project a success I am particularly grateful to Mr Amit Kumar Girdhar Head - State Operations (Maharashtra amp Goa) - NIS Sparta for his cooperation extended to me by providing necessary information amp timely help I am also obliged and indebted to Dr KK Singh ndash Director Allana Institute of Management Sciences Pune and Prof SDBagademy internal guide for the valuable suggestions and encouragement in completing this project successfully
Sadiya A Contractor
5
DECLARATION
I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner Being aware of a project regarding its Factuality and Authenticity I have tried my best to perform my task All the information mentioned here throughout the project is true to the best of my knowledge And I declare it as true and the collection made through own website and by my own personal observation and experience The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography
Sadiya AContractor
-----------------------
6
EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
7
Project Title ―To study analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June ndash August
2008)
Organization Reliance Communication 7 loves chowk Swargate Pune
Name Sadiya A Contractor
Course Persuading MBA
Specialization Human Resource Management
Institute Allana Institute Of Management Sciences
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
Research methodology
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
3
GUIDE CERTIFICATE
4
ACKNOWLEDGEMENT
Words are inadequate to express my gratitude to the Reliance Communication ndash NIS Sparta for giving me an opportunity to undergo the practical training in their company and extend me full cooperation enabling me to successfully complete this project report I am thankful to my family and friends who have helped and supported me to make this project a success I am particularly grateful to Mr Amit Kumar Girdhar Head - State Operations (Maharashtra amp Goa) - NIS Sparta for his cooperation extended to me by providing necessary information amp timely help I am also obliged and indebted to Dr KK Singh ndash Director Allana Institute of Management Sciences Pune and Prof SDBagademy internal guide for the valuable suggestions and encouragement in completing this project successfully
Sadiya A Contractor
5
DECLARATION
I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner Being aware of a project regarding its Factuality and Authenticity I have tried my best to perform my task All the information mentioned here throughout the project is true to the best of my knowledge And I declare it as true and the collection made through own website and by my own personal observation and experience The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography
Sadiya AContractor
-----------------------
6
EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
7
Project Title ―To study analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June ndash August
2008)
Organization Reliance Communication 7 loves chowk Swargate Pune
Name Sadiya A Contractor
Course Persuading MBA
Specialization Human Resource Management
Institute Allana Institute Of Management Sciences
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
Research methodology
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
4
ACKNOWLEDGEMENT
Words are inadequate to express my gratitude to the Reliance Communication ndash NIS Sparta for giving me an opportunity to undergo the practical training in their company and extend me full cooperation enabling me to successfully complete this project report I am thankful to my family and friends who have helped and supported me to make this project a success I am particularly grateful to Mr Amit Kumar Girdhar Head - State Operations (Maharashtra amp Goa) - NIS Sparta for his cooperation extended to me by providing necessary information amp timely help I am also obliged and indebted to Dr KK Singh ndash Director Allana Institute of Management Sciences Pune and Prof SDBagademy internal guide for the valuable suggestions and encouragement in completing this project successfully
Sadiya A Contractor
5
DECLARATION
I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner Being aware of a project regarding its Factuality and Authenticity I have tried my best to perform my task All the information mentioned here throughout the project is true to the best of my knowledge And I declare it as true and the collection made through own website and by my own personal observation and experience The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography
Sadiya AContractor
-----------------------
6
EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
7
Project Title ―To study analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June ndash August
2008)
Organization Reliance Communication 7 loves chowk Swargate Pune
Name Sadiya A Contractor
Course Persuading MBA
Specialization Human Resource Management
Institute Allana Institute Of Management Sciences
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
Research methodology
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
5
DECLARATION
I am very well aware of the ethics and guidelines one has to follow while working on a project in a disciplined manner Being aware of a project regarding its Factuality and Authenticity I have tried my best to perform my task All the information mentioned here throughout the project is true to the best of my knowledge And I declare it as true and the collection made through own website and by my own personal observation and experience The theoretical part is gathered from various Human Resource reference books whose quotations have been mentioned in bibliography
Sadiya AContractor
-----------------------
6
EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
7
Project Title ―To study analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June ndash August
2008)
Organization Reliance Communication 7 loves chowk Swargate Pune
Name Sadiya A Contractor
Course Persuading MBA
Specialization Human Resource Management
Institute Allana Institute Of Management Sciences
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
Research methodology
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
6
EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
7
Project Title ―To study analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June ndash August
2008)
Organization Reliance Communication 7 loves chowk Swargate Pune
Name Sadiya A Contractor
Course Persuading MBA
Specialization Human Resource Management
Institute Allana Institute Of Management Sciences
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
Research methodology
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
7
Project Title ―To study analyze and evaluate Training and development practices imparted by
NIS- Sparta at Reliance Communication (June ndash August
2008)
Organization Reliance Communication 7 loves chowk Swargate Pune
Name Sadiya A Contractor
Course Persuading MBA
Specialization Human Resource Management
Institute Allana Institute Of Management Sciences
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
Research methodology
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
8
For our project we required information like knowledge about the employees understanding skills
generated and the mastery gained during the training Hence we have taken a insight at the
performance of the employees through evaluation of performance through questionnaires and data
received by the management
QUESTIONNAIRE
In this method a list of questions related to subject is prepared and given to participants The
questionnaire contains questions and provides space A request is made to participants to fill up the
questionnaire and send it back within a specified time
Advantages
Can reach many people in a short time Is relatively inexpensive Gives opportunity of expression
without fear of embarrassment Yields data easily summarized and reported
Limitations
Little provision for free expression of unanticipated responses May be difficult to construct It has
limited effectiveness in getting at the causes of problems and possible solutions
SCOPE OF THE PROJECT
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
9
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted
By NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance
Communication during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all
other human resources activities conducted before and after training
Research tool
Questionnaires and the evaluation of the performance to check the effectiveness of training imparted
The questions were both structured and unstructured
1 Population and Sample size
The number of employees working in Reliance communication Pune swargate is nearly 200
employees and it is still expanding Out of which I have selected a sample of 25 people who have
undergone the training programme in the last six months to have a flavor of the new practices in
training
2 Major findings
Employees are content with the way the training is conducted
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
10
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programme
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
3 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
11
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
4 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
12
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
13
CONTENTINDEX
HEAD TITLE PAGE NO
NO
01 EXECUTIVE SUMMARY
02 INTRODUCTION
03 COMPANY PROFILE
04 OBJECTIVES OF THE STUDY
05 LITERATURE REVIEW
07 RESEARCH METHODOLOGY
08 DATA ANALYSIS amp INTERPRETATION
09 FINDINGS
10 CONCLUSION
11 SUGGESTIONS
12 APPENDICES
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
14
INTRODUCTION
INTRODUCTION TO THE STUDY
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
15
HUMAN RESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and manage organization It
comprises of the functions and principles that are applied to retaining training developing and
compensating the employees in organization It is also applicable to non-business organizations
such as education healthcare etc Human Resource Management is defined as the set of activities
programs and functions that are designed to maximize both organizational as well as employee
effectiveness
Scope of HRM without a doubt is vast All the activities of employee from the time of his entry into
an organization until he leaves come under the horizon of HRM
The divisions included in HRM are Recruitment Payroll Performance Management Training and
Development Retention Industrial Relation etc Out of all these divisions one such important
division is training and development
TRAINING AND DEVELOPMENT is a subsystem of an organization It ensures that randomness
is reduced and learning or behavioral change takes place in structured format
Hence I have taken this topic for my project My project deals with training and development
of the employees at reliance communication The training is imparted by NIS Sparta On July
7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance Enhancement
Solutions organization making yet another addition to the Reliance family
Following are the areas of Training amp Development I tried to cover-up in my work
1) Studying training activities
2) Analyzing training programme
3) Evaluating the training
The study shows the scope in the field of T amp D ranges rights from recruiting an employee at any
level and how to treat them throughout their working year till the time he discharged or retired from
the organization
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
16
MY PROJECT
The project report presented here is primarily concerned with training and development part of
employees in the organization
Training and development is always an important aspect of the growth of a company and the
individual employees as well Due to daily changing business environment manufacturing process
technological advancement and rapid growth in the demand of the products and services etc the
workforce of any organization has to be very well equipped with the skills ability and talent
required to cope up with the market competition
Now a days many organizations are conducting training programme to improve the
productivity of employees
The quality of employees and their development through training and education are major
factors in determining long term profitability of a business If you hire and keep good
employees it is good policy to invest in the development of their skills so they can increase
their productivity Training often is considered for new employees only this is mistake
because ongoing training for current employees helps them adjust to rapidly changing job
requirements
Evaluation is the systematic appraisal by which we determine
the worth value or meaning of something to someone In case of training we are concerned
with providing information on the effectiveness of the training activity to decision makers who
will make decision based on the information Evaluation plays a significant part in every step
of the training process
It is important that evaluation be a planned or systematic effort that is built from the start of the
training process
The main objective of training programme to determine if they are accomplishing
specific training objectives iecorrecting performance deficiencies
IMPORTANCE OF TRAINING AND DEVELOPMENT
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
17
Training and development is a routine based non-stop practice which a growing
business organization must conduct to achieve their production target
From organizational point of view it is very crucial to assure the quality quantity and
effectiveness etc of the product by the means of suitable training
Development of the employee comes handy with training activities making them much
more capable in out performing various activities with high professions and accuracy by
using advance technicalmechanical tools and equipments
As a management trainee I myself come through various aspects like performance
appraisal payroll management labors related laws and issues etc during my training and
development project
Evaluating the productivity of the employees can very well
recognize how to distribute your workforce This information gathered after conducting training
programmed which is immensely helpful for the human resources manager and the whole
department
Training helps measure the performance of the employees by evaluating the training given and
comparing the individual and groups latest output with the output given before training
programmed
SCOPE OF THE PROJECT
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
18
HYPOTHESIS
Training and Development activities conducted by NIS Sparta
Reliance Communication are effective and the employees are better performers after the training is
imparted
LIMITATIONS
The project is a collection of study observation and practical experience during my summer
internship programmed where i was a member of the team working in the training and development
of employees
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
19
I tried to perform this project in best possible manner to avoid any lacuna or lack ness In spite of all
my efforts
In this regard but due to the far stretching activities conducted at Reliance Communications my
project lack in some of the following heads
Where there is a chance of further elaborating study on the same subject
Some information being very sensitive as far as organization is concerned is left untouched
and not mentioned in any way
Top-level strategic type of decisions and information too are not taken under study to avoid
any favor to the business counter parts
My project does not concerned about the designing and planning of training activities which
forms a crucial and major part of this field hence a full fledge study can be done in this area
The data presented here is taken by prepared questionnaire (open ended and closed ended)
and information and feedback received from the management
No research has been conducted on this topic for the purpose of this project thus holds a
complete field research and development
Due to Time Constraints I was not able to touch all aspects of training and development
Due to security reasons I could not attend the training conducted which would give me a
practical experience
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
20
COMPANY PROFILE
COMPANY PROFILE
Reliance Communications LtdPune was launched on December
282002the 70th
birthday of the Reliance group founderShri Dhirubhai H Ambani
Reliance Communications is a service industry and it daily launches new
products with new technologies Dealing with foreign market they required people who help
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
21
them to increase productivity of the organization and sales of productSo they frequently
organize the training programme for newly joined and current employee
As they conduct the training programm frequently each time they required to evaluate
the recently completed training programmeSo they have given me that apportunity to evaluate
the training programme
Reliance Communication was launched on December 282002the 70th
birthday of the Reliance
group founder Shri Dhirubhai H Ambani
Reliance Communications is the flagship company of the Anil Dhirubhai Ambani Group
(ADAG) of companies Listed on the National Stock Exchange and the Bombay Stock
Exchange it is Indialsquos leading integrated telecommunication company with over 55 million
customers
History
In the year 2000 the Infocomm plans were announcedhellipwhichby farwas the largest infocom
structure that the country had seen so farhellip
Reliance Communication launched first Reliance India Mobile on December 282002
Taking in to consideration the changing lifestyles and the end users habits Reliance
Communications will disseminate information at a low cost ―Make a telephone call cheaper
than a post card Create new customer experiences Constantly strive to be ahead of the world
Reliance Communications will transform thousands of villages and hundreds of towns and
cities across the country
Above all Reliance Communications will pave the way to make India a global leader in the
knowledge age
―We will create the next generation communication network and information technology
infrastructure that will bring immense value to every Indian and leapfrog India into the center
stage of global infocomm space
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
22
Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among the
worldlsquos top Fortune 500 corporations The fact that he took barely a quarter of a century to do
that is what makes this achievement specialMake the tools of infocomm available to people at
an affordable costThey will overcome the handicaps of illiteracy and lack of mobility
Dhirubhai firmly believed the country could use information and communication technology to
overcome its backwardness and underdevelopment
Mr Anil Dhirubhai Ambani is the Chairman of Reliance Infocomm Ltd (RIC) Said
―Growth has no limit at reliance I keep revising my vision Only when you dream it you can
do it
―RIC today finds itself on the threshold of a transformation as it strives to meet the challenges
of an ever changing and competitive environment to emerge as a performance oriented system
driven and professional organization The only way forward is to focus on our Customer amp
Customer Service
Vision
We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge
information and communication services affordable to all individual consumers and businesses in
India
We will offer unparalleled value to create customer delight and enhance business productivity
We will also generate value for our capabilities beyond Indian borders and enable
millions of Indias knowledge workers to deliver their services globally
Mission
Reliance Communication will offer a complete range of telecom services covering
mobile and fixed line telephony including broadband national and international long distance
services data services and a wide range of value added services and appications that will
enhance productivity of enterprises and individuals
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
23
Reliancelsquos dream is to make a digital revolution in India by becoming a major
catalyst in improving quality of life and changing the face of India It aims to achieve this by
putting the power of information and communication in the hads of people of India at
affordable costs
Products
Reliance Communication is a service industry Reliance Communications offers a wide range
of applications including hour-to-hour news updates high quality video streaming
downloadable multilingual Ring Tones seasonal updates including festival specials city amp TV
guides exam results astrology mobile banking credit card transaction from mobile phone bill
payment and stock prices
Reliance Communications brings Real Broadband experience to Indians for the first time
through a host of unique applications and services This includes Video Chat Multi-location
Video Conference Multi-player Online Gaming High Speed Internet Virtual Office Digital
Storage Digital Movie Digital Customized MusicDigital Electronic News Gathering Service
and E-Learning
Reliance ndash ADA Group
Reliance-
ADA Group
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
24
Reliance Communications Ltd
Infocomm
Business
Associate
Companies
Energy
Companies
Adlabs
Others
Reliance com-
munication
PvtLTD ndash(RCPL)
Reliance
Comm
Infrastructure
Ltd-(RCL)
Reliance Digital World
Pvt Ltd-
(RDWL)
RelianceNext-
Link Pvt Ltd-
(RNL)
Reliance Info
Engg Pvt Ltd
(RIEL)
Reliance
Infostream Pvt
Ltd-(RIPL) Reliance Webstore Pvt
Ltd-(RWSL)
Rrliance Energy
Ltd ndash(REL)
Reliance Energy
Gener
ation Ltd (REGL
BSES Rajdhani
Power LTD
(BRPL)
Yashasvi
Commu Pvt Ltd
ndash(YCPL)
Reliance Telecom Ltd ndash
RTL)
Reliance Capital
Ltd ndash (RCL)
Reliance Capital
Asset Mgmt Ltd
ndash(RCAM)
Reliance Gen Ins
Co Ltd ndash (RGIC)
Reliance Life Ins
Co Ltd ndash (RLIC)
Reliance
Webstore Pvt
Ltd ndash (RWSL)
Synergy
Enterpreneur
Solution-(SESL)
Reliance Info Infra Pvt Ltd-
(TFIL)
Reliable Internet
Service Ltd ndash
(RISL)
Finnese Innovation Pvt
Ltd-(FIPL
Fiag Telecom
Reliance Energy Engineers Pvt
(REEP)
Reliance Energy
Mgt Serv-
(REMS)
Reliance Energy Transmission-
(RETM)
Reliance Energy
Constructior Pvt
Ltd (RECP)
Reliance Energy
Trad Pvt-(RETP)
Reliance Energy
Automation Pvt
ndash(REAP)
Infocomm
Group
Companies
Getway Systems
(India) Ltd-
(GWSL)
Pragati Value
Added People ndash
(PVAP)
NIS Sparta Ltd ndash
(NISS)
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
25
ORGANIZATION CHART
Director
CTO
CEO Director
(Project)
Project
Manager
Porject
Maneger
Manager
Finance
Manager
Sales
Team
Leader
Team
Leader
A S
Manager Manager
Admin
Manager
HR
Executive
Sales
Sinior
Manager
Dst HR
executive
Executive
(Salary
unit)
Manager
Training
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
26
Reliance Communications Business
1 Personal
2 Enterprise
3 Home
4 Global
5 World
Reliance Communication envisions a digital revolution that will bring about a new way of life A
Digital way of life for New India With mobile devices netways and broad band systems linked to
powerful digital networksReliance Communication will usher fundamental changes in the social and
economical landscape of India Reliance Communication will help men and women to connect and
communicate with each other
Reliance ndash Anil Dhirubhai Ambani Group an offshoot of the Reliance Group founded by Shri
Dhirubhai H Ambani (1932-2002) ranks among Indialsquos top three private sector business houses
in terms of net worth The group has business interests that range from telecommunications
(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and the
generation and distribution of power (Reliance Energy Ltd)
Reliance ndash ADA Grouplsquos flagship company Reliance Communications is Indias largest private
sector information and communications company with over 55 million subscribers It has
established a pan-India high-capacity integrated (wireless and wireline) convergent (voice data
and video) digital network to offer services spanning the entire infocomm value chain
Other major group companies mdash Reliance Capital and Reliance Energy mdash are widely
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
27
acknowledged as the market leaders in their respective areas of operation
Reliance Energy Ltd
Reliance Mutual Fund
Harmony
Reliance Communications
Reliance Life Insurance
Reliance Anil Dhirubhai Ambani Group
Reliance General Insurance
Reliance
BOARD OF DIRECTORS RCOM
Shri Anil D Ambani - Chairman
Prof J Ramachandran
Shri SP Talwar
Shri Deepak Shourie
Shri AKPurwar
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
28
Reliance Infocomm acquired NIS Sparta
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organization making yet another addition to the Reliance family NIS
Sparta has more than a decade of experience in areas like Leadership Development Sales
Maximization Process Consultancy Customer Relationship Management and Content
Development
Reliance has identified a synergy with NIS in view of its commitment to the retail telecom
petroleum and other sectors consequently seeking the services of NIS Sparta to train about
100000 people across the country This acquisition further strengthens NIS Spartas pre-
eminence in all sectors of its involvement namely Telecom Petroleum Insurance Power and
other Retail sectors
As a sequel to this association the Reliance-NIS Academy is being launched with dedicated staff
engaged in conjunction with Reliance businesses The Academy will establish 110 centers to
commence training for customer-facing operational staff for different industries under its
operations V V Bhat Group President Management Services is the new Chairman of the outfit
while Sanjeev Duggal continues as its CEO and Managing Director
Welcoming NIS Sparta into the Reliance family V V Bhat was confident that the organization
would significantly contribute to the strategic learning initiatives of the Reliance Group further
strengthened by Reliances Infrastructure and Technology support
ABOUT NIS SPARTA
NIS Sparta is a division of Mudra Communications Pvt Ltd a Reliance ADA group organisation
NIS Sparta is Asias leading training education and learning solutions provider We partner
organisations in achieving their mission critical goals through enhanced effectiveness of their people
and processes using proven methodologies
NIS Sparta offers customised solutions for Top management Middle management and Supervisory
level our training modules are based on Knowledge development Behaviour development Skill
development and Process design and development
NIS Sparta is strategically organised to offer training and learning solutions torganisations and
individuals
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
29
VISION
CORE PURPOSE
Key industry verticals The undisputed leader in the learning solutions domain NIS Spartalsquos clientele
comprises of industry leaders in a number of key sectors including
Automobile
Telecom
Banking
Insurance
Pharmaceuticals
Power
Manufacturing
Service sectors
IT
ITeS
Railways
FMCG
Oil amp Gas
Recognition and awards
Indira Super Achiever Award 2007lsquo by Indira Group of Institutes Pune
Udyog Rattan Awardlsquo by the Institute of Economic Studies
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
30
Senior Gold Director for Outstanding Sales Achievement amp Commitment to Professional
Excellencelsquo by Inscape Publishing
Creating Corporate Advantage in Global Economylsquo by Delhi School of Economics
ITM University Award for Corporate Excellencelsquo
OBJECTIVES OF THE STUDY
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
31
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
32
REVIEW OF LITERATURE
REVIEW OF LITERATURE
When the candidates are recruited from outside or selected promoted from inside it is expected that
they must perform their jobs with maximum efficiency and competence Therefore after selecting the
candidates the next logical step is to train them for better performance Era of vocational training
started during industrial revolution which took place in Britain in 18th
century The apprenticelsquos
working n different factories use to get vocational training in the form of direct instructions in the
operation of machines Thereafter specially when use of computers automatic machines increased
and because of rapidly changing techniques the need of training is recognized as one of the most
important organizational activities
Training is required to be given to employees to keep them updated effective and efficient
At present it is observed that all organizations of whatever types they may be need to have well
trained experienced and skilled people to perform various activities If current job occupants meet
this requirement in that case training is not important but if it is not the case it is very essential to
raise the skill levels increase the versatility and adaptability of the job occupants by giving them
necessary and appropriate training
THE TRAINING PROCESS
ASSESSMENT PHASE
Assess training need of different group of employee
Define objectives
PLANING TRAINING
Design training programme
Define Methods content of programme
About trainer
Place and time of training programme
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
33
CONDUCT OF TRAINING
EVALUATION
Evaluation of training programme
Check- objective are achieved
Needs Assessment Needs assessment diagnoses present and future challenges to be met
through training and development Needs assessment occurs at two levels- Group and
individual
An Individual obviously needs training when her or his performance falls short of standars ie
when there is performance deficiency
Assessment of training needs occurs at the group level tooAny change in the organizationlsquos
strategy necessitates training of group of employees
Training Objectives
To raise the productivity Increased human performance often directly leads to increased
operational productivity and increased company profit
To improve quality in work Improvement in quality may be in relation to companylsquos
product service
To improve health and safety Proper training can help prevent industrial accidents
Outdated prevention Training and development programmes foster the initiative and
creativity of employees and help to prevent manpower obsolenscence which may be due to
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
34
age temperament or mptivation or the inability of a person to adapt himself to technological
changes
To improve organization climate An endless chain of positive reactions results from a well-
planned training programme Production and product quality may improve financial
incentives may then be increased less supervisory pressure may result
Personal growth Management development programmes seem to give participants
a wider awareness an enlarged skill and enlightened altruistic philosophy and make
enhanced personal growth
SELECTION OF TRAINEES
Trainees should be selected on the basis of self-nomination recommendations of supervisorsor
by the HR department itself
SELECTION OF TRAINERS
Training and development programmes may be conducted by several people including
following
1 Immediate supervisors
2 Co-worker
3 Members of the personnel staff
4 Soecialists in other parts of the company
5 Outside consultants
6 Industry associations
7 Faculty members at universities
Large organizations generally maintain their own training departments whose staff conducts
the programmes
TRAINING METHODS
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
35
On-the-job training Almost every employee from the clerk to company president gets
some ―on-the-job trainingwhen he joins a firm Under this method an employee is placed in
a new job and is told how it may be performedIt is primarily concerned with developing is an
employee skills and habits consistent with the existing practices of an organization and with
orienting him to his immediate problems
Vestibule training (training-centre training) Vestibule training method attempts to
duplicate on-the-job situation in a company classroom It is a classroom training which is often
imparted with the help of equipment and machines which are identical with those in use in the
place of workThis methods enables the trainee to concentrate on learning the new skill rather
than on performing an actual jobTheoretical training is given in the classroom while the
practical work is conducted on the production lineIt is a very efficient technique of training
semi skilled personnel egclerk machine operation testerstypists etc Training is in the form
of lectures conferences case studies role-playing and discussion
Demonstrations and examples In the demonstration techniquesthe trainer describes and
displays When he teaches an employee how to do something by actually performing activities
himself and by going through a step-by-explaination of ―why and ―what he is doing
Demonstrations are effective techniques in teaching as it is easier to show a person how to do a
job then to tell him or ask him to gather instruction from the reading material Demonstrations
are often used in combination with lecturespicturestext materialsdiscussions etc
Simulation Simulation is atechnique which duplicates the actual condition encountered on a
job Traineeslsquo interest and employeeslsquo motivation are high in simulation exercises because he
actions of a trainee closely duplicate the ―real job conditions This method is essential in
cases in which actual on-the-job practice might result in a serious injurya costly errors This
technique is a very expensive one
Apprenticeship Apprenticeship training is the oldest and most commonly used methodsIt is
a training in craftstrades and in technical areasA major part of training time is spent on-the-
job production work
Classroom training
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
36
a) Lectures Simplest way of imparting knowledge to trainees is by lecture Concepts or
principlesattitudemethod can be useful when large group are to be taughtThe lecture metho
can be useful when large groups are to be trained within a short time thus reducing the cost per
trainee
b) The Conference Method In this technique the participating individuals confer to
discuss points of common interest to each other Conference is a formal meeting conducted
according to organized plan
c) Seminar or team discussion There are different methods of conducting seminar It
may be based on paper prepared by one or more trainees on the subject in consulting with the
person in charge of the seminar
d) Case studies The person in charge of training make out a caseprovides necessary
explainations initiates the discussion going When the trainees are given cases to analyse
They are asked to identify the problem and recommend tentative solutions
e) Role Playing in role playing trainees act out a given role as they would in a stage
playIt basically involves employee-employer relationships hirind firinginterviews
disciplining etc
f) Programmed instruction method A programmed instruction involves breaking
information down into meaningful units and then arranging these in a proper way to form a
logical and sequential learning programme or package
g) T-group training This comprises of Audio-visual aids and planned reading
programmes
STUDYING TRAINING ACTIVITIES AT RELIANCE
COMMUNICATION
On July 7 2004 Reliance Infocomm acquired NIS Sparta Asias premier Performance
Enhancement Solutions organizationNis Sparta trainers impart training to all the five
business employee namely
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
37
1 PERSONAL
2 ENTERPRISE
3 HOME
4 GLOBAL
5 WORLD
Training is given for three aspects
1 Skill
2 Knowledge
3 Attitude
Skill is required for customer orientation Customer care leadership time
management and behaviour Such training is imparted by Nis Sparta trainers through
simulations and outbound activities and reality learning like raft building crazy
Olympics and orientation
Knowledge based training revolves around product process of the company plans offering to the
customers competition knowledge and Market Intelligence
Attitude is some thing that is within the person itself It can be positive or negative
Here attitude training is given by the academy of NIS Sparta It is a 21 days programme
TRAINING BY NIS SPARTA
Under each and every business of RCom training imparted differs at each vertical and for each
business Let us begin with the businesses one by one
Personal
It deals with Pre-paid post-paid(landline or mobile) data cards vouchers e-recharge PCO
There are channels for retail outlets that sell landline and mobile Thay are known as
Reliance Web World expresses
They also have distributors for pre paid connections and direct sales team for post paid
connections
The distribution takes place at places like Big bazaar Amway and Subhiksaetc
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
38
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months afer which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the trsining he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Enterprise
It deals with broadband `s
i Wireless broadbands
There is a direct sales team for distribution
ii Enterprise wireless groups
This caters to the corporate
iii Installors
The planning team takes the charge which includes the field sales associate and the sales
associate
Training
Here training is imparted on the products ie knowledge based training They are thought
how to deal with customer care amp complaints along with front desk etiquettes which is skill
based training
There is an induction programme in which training on reliance products are given and they
are put on job for 3 months after which second level of training is given This is even more
informative and all the necessary training of products is completed Then he is on the job for
6 months After successful completion of both the training he can be considered for career
growth in the same business
After the induction reforms training they have to undergo a test in which they have to score
at least 70 This test is called as MCMP (My Credit My Progress) He gets the certificate of
MCMP after that second training is conducted and he is monitored for one year
Home
It deals with the technical training of wiring drilling set up box
It has after sales department to look into any customer complaints distribution is done with the
sales force and the installers of disc is done by the field force
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
39
Global business
It deals with optical fibres ie under sea cables connecting different countries for
communication
a FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowed
and well established company Rcom has taken over FLAG
b NNOC (National Network Operation Centre) is a reliance baby wher people sit and
monitor the optical fibres It is at Bombay and Hyderabad
Training
Here knowledge based training is not required as these people of FLAG and NNOC are the
best at their job Only skill and behavioral and attitude training is imparted
NATIONAL NETWORK OPERATION CENTRE
World
It deals with web world retails It has semi company owned outlets
NIS Sparta imparts training
1 Reality training
2 Enterprise business groups
3 Academy
Reality learning
NIS Sparta has pioneered Reality Learningreg a revolutionary new concept in learning effectiveness
Evolved by NIS Sparta after over eleven years of research and development Reality Learningreg
covers a wide variety and facets of learning methodologies
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
40
1 Outbound Training Programmes
2 Business Simulations
Adventure Based Learning Experience (ABLEreg)
One of the ways in which Reality Learningreg is executed is through
Adventure Based Learning Experiences (ABLE) ABLEreg is a war
simulation scenario drawing from the learning of strategy and tactics
applied in military science Participants in the learning intervention
are placed in a highly competitive and uncertain environment where
the need is to achieve a pre-determined objective
ABLEreg uses multiple simulation formats to address differing
requirements For instance ABLEreg can be designed as a Leadership
Program a Team Building Program a Management Development
Program and even a programme designed to develop the Killer
Instinct in sales teams ABLEreg equipment comprises of wireless
sets laptops maps compass and other select equipments
ABLEreg becomes especially unique as it also captures emotions like disappointment stress anger
enthusiasm and joy apart from skills to facilitate the process of translating learning into practice
A glimpse at some of the outbound activities offered by NIS Sparta in Reality Learningreg
Orienteering
Orienteering comprises of an expedition with two teams each
attempting to operate within limited resources and having to deal
with multiple contingencies leadership crisis as well as to
accomplish defined goals before proceeding ahead Two observers
from NIS Sparta accompany each team
Objectives of the activity
Strategy Implementation Process
Communication Effectiveness
Team Effectiveness
Goal Orientation
Role of individual members
Dealing with Change
Breaking existing paradigms
Out-of-the box thinking
Crazy Olympics
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
41
Crazy Olympics is a multi-faceted sport requiring that competitors
possess a very diverse set of skills and abilities ndash the most important
of these are Agility explosiveness coordination balance
endurance confidence responsiveness intelligence assertiveness
foresight and the ability to perform a variety of movements with the
body involving strength technique and a mastery of energy and
weight transfer
It is the truest test of an individuallsquos athleticism thinking skills
material strengths and the ability to persevere Hence the reason
Crazy Olympics are deployed as a one of the primary training tools
by Armed Forces around the world
Unlike may other sports that are a learned artlsquo and difficult to
perfect Crazy Olympics requires participants to master their
instinctive talents and raise their body consciousness awareness
levels to new heights
Objectives of the activity
To encourage the team members to commit to assisting one
another in performing tasks and using skills
To assist the team members in working through the issues
surfaced during the activity
To provide a way to objectively examine the participation of
team members
Raft Building
This activity is best used with a newly formed team or an ongoing
team that is experiencing difficulties in interpersonal relations
Each team consists of at least four members and no more than eight
members of an ongoing work team a task force or a project team
Objectives of the activity
To foster effective team performance
To provide an opportunity to establish the practice of
explicitly discussing not only how things should be done in
the team but also how things actually are done
To foster interpersonal communication in the team
To generate workable solutions
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
42
Business Simulations
Experiential learning forms the basis of Business Simulations Experiential learning is a key driver
of everything we do and is a distinct point of difference in the marketplace Experiential learning
fosters an environment of accelerated learning through self-discovery and participation
All Business Simulations enable people to make permanent effective changes in behaviour by
understanding the wide range of consequences of their choices and accepting responsibility for
them Powerful learning emerges in debrief when the participantlsquos experiences are linked to their
real-world situations People see understand and experience how their own behavior can change
to significantly and positively impact their performance back on their job
EBG
1 Enterprise Business Group (EBG) - addresses the needs of organisations in various
industry verticals The solutions offered by the business unit include training and delivery
creation of customised content research based projects and experiential learning
2 Employability Solutions Group (ESG) - the business unit operates The NIS Academy to
create and enhance employability of individuals through a number of short and long-term
educational programmes
3 Strategic Employability Group (SEG) - the business unit fulfills our group companieslsquo
training needs
NIS SPARTA ACADEMY
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
43
The NIS Academy is a premier educational institution set up by NIS Sparta
Ltd Established in 1991 The NIS Academy has facilitated the growth and
development of over 50000 students and aspirants till date Currently the
academy operates learning centres in 42 cities in the country with plans to
open more centres across the country
The academy performs two key roles in the education sector one as an
education provider to individuals seeking basic skills and second providing
for industries - competent manpower and recruitment services for enhancing
their skills and building their knowledge base
The NIS Academy equips students to excel in the area of Customer Care Sales amp Marketing
Professional skills of students are honed in areas like team building enhancing flexibility and
adaptability increasing their ability to deal with ambiguity and stress tackling challenges and
taking initiatives
The NIS Academylsquos programmes are based on innovative and interactive teaching methodologies
derived from the experiences gained while training the corporate world
CONDUCTING A TRAINING PROGRAMME
Now-days training programs are gaining importance because
they help to solve various problems which out of the introduction of new lines of production
severe competition changes in design and technique of production change in the volume of
business etc Training programs enhance overall organizational efficiency and effectiveness
Training has become a very significant management tool for bringing about desired changes in order
to solve organizational problems and also to achieve organizational goals Therefore to be very
effective the training function is required to be organized properly and systematically
Training programs consists of five steps the first or need analysis step identifies the specific job
performance skills needed assesses the prospective training skills and develops specific measurable
knowledge and performance objectives based on any deficiencies In the second step instructional
design you decide on compile and produce the training program content There may be a third
validation step in which bugs are worked out of the training program by presenting it to a small
representative audience The fourth step is to implement the program by actually training the
targeted employee group Fifth step is an evaluation step in which management assesses the
programs successes or failures
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
44
TRAINING FLOWCHART
TRAINING IDENTIFICATION
TRAINING PLAN
TRAINING PROGRAMME
TRAINING
TRAINING EVALUATION
FEEDBACK TO THE NIS -SPARTA
STEPS OF TRAINING
i IDENTIFICATION OF TRAINING
The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled by
providing training The training needs can be identified by the immediate superiors or by the
employeelsquos performance appraisal
The training needs are identified
At the time of interview
Annual appraisal
Training identification format
Specific recommendations by functional head
(2) DECIDING THE OBJECTIVE OF TRAINING
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
45
The gathered information is forwarded to human resources officials for consultation and then the
training objectives are established
The training objective is prepared after finding the requirement of training whether the gaps are
about knowledge skill or attitude Then the objective of training is established and efforts to
accomplish started
(3) TRAINING PLAN
Based on the collected data and discussions with hr manager training plan is prepared
The training plan is prepared The training calendar is prepared monthly with the name of the
trainees and the trainer
(4) TRAINING METHODS amp TOOLS
Considering the type of training a suitable training method and required tools and equipments are
finalized The venue is finalized and all logistics are prepared The methods and tools are also
finalized once the type of training is decided whether it is knowledge skill or attitude
(5) TRAINING IMPLEMENTATION
List of employees are first of all collected with there name designations and department and than a
proper schedule with date day and time and venue is finalized and all the employees are made aware
of
The training is conducted and completed as per the schedule
At Reliance communication training is conducted for each business
Personal Enterprise Global Home and World
The training given mainly resolves around Knowledge of the products and processes for each
vertical and level
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
46
The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he is
suitable for that job or he requires more training to do the job We consider his previous skill and
qualifications etc
When candidate is appearing for an interview we ask him about the training which he has
undergone in previous program If there is necessity for any specific skill then we are training him
accordingly
In annual appraisal there are two types of appraisals One is self-appraisal and other head of
department appraisal In appraisal there is point mentioned if they require any specific training for
updating their job Like wise head of department is asked to write that did he require any specific
training to update his job requirement
The skill and attitude training is imparted by reality learning and NIS Academy teaches attitude only
In that we sent training identification form to the concerned head of the department with his
departmental list along with list the training programs
We sent candidates for training in house external depending upon the nature of training
After identification of training needs we prepare the training calendar on yearly basis For this we
seek the following information Nominate the persons for program finding the faculty venue for the
program and training Based on this we are preparing annual calendar
Based on the annual calendar we prepare annual budget for training and seek the approval
After training calendar is ready we inform the nominee faculties and book venue for training
program and the logistics involved is arranged
POST TRAINING
After completion of training we take feedback from the participant about the trainers After one
month we are taking feedback of the concerned participant about his improvement in his skill or
reschedule program
After the individual feedback is received by the trainees the PTR is prepared Post Training Report
The PTR is forwarded to the immediate superiors
It is the duty of the superiors to prepare the DAP ie The Development Action Plan which mentions
how well the training has been achieved and the next course of action if a refresher is needed to the
trainees who have not performed as per the standards required
The DAP is sent to the NIS Sparta trainers to do the needful and the trainers after doing the needful
they follow up with the superiors
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
47
Based on these we are preparing quarterly graphs for presentation to the top management There we
highlight what is our target and what we have achieved
In training and development activities we are conducting employees satisfaction survey where
general points about company like his improvement in his working safety awareness in his
department salary package work environment of the company and work culture of the company
etc In this survey we conclude that where the management is lacking or any steps are required to
improve the satisfaction of our employees
Like this we are also taking employees awareness report from each
employee in which we cover certain point about his job awareness Based on this report we also see
that is it necessary to improve our employee awareness level
After completion of training we keep his training record in his personal file and also in soft copies
TRAINING EVALUATION
Evaluation means the assessment of value or worth It simply means the act of judging whether or
not the activity has achieved the set target In training field evaluation has been taken not only to
assessment of value but also collection and analysis of data
Evaluation of training is the last but very important stage of any training program Training
evaluation is very essential because of the following reasons
The organization giving training to there employee can come to know what returns they are
getting for efforts and expenditure it has committed to the training and it can find out from it
whether the training efforts are in correct direction or not
The training evaluation can justify the expenditure incurved in giving training and help the
organization to determine to what extent objectives have been achieved whether the results
are far away from the target or are nearby the target
Evaluation of training helps in assess the quality of training imparted and also suggests what
changes in training plan should be made to make it more effective Weakness within the
established training program can be identified and accordingly training programs can be
modified and improved properly Less effective program can be withdrawn in order to save
time money and efforts
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
48
Kirkpatrickrsquos learning and training evaluation theory
Donald L Kirkpatricks training evaluation model - the four
levels of learning evaluation
Reactions of the employees after training
Learning abilities
Behavioral changes
And the results generated in performance
The training imparted should affect the above mentioned points of the trainee
What was his reaction to the training how much he has learned and are there any changes in the
behavior and the results in his performance
Soon after conducting the training program we conducted some immediate activities to collect the
feedbacks of the employees undergone training and we really come across many useful facts and
figures
My data is based on questionnaire prepared as well as the data available by the management
Evaluation gives the correct image of development of the employee and its ability skills and the
productivity which was design to achieve After evaluating all the activities during the study stage conductivity training program
most of the employees find themselves equipped with the information received after training
program and feels a sense of development on their personal levels
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
49
RESEARCH METHODOLOGY
Definition Research Methodology is a systematic way of investigation directed to the discovery of
some facts by careful study of a subject a course of critical and scientific inquiry
(A) Scope
The scoperange of this project report is not too far stretching to the whole of Reliance
Communication Pune rather it only covers the training and development activities conducted By
NIS ndash Sparta for its employees
My project mainly deals with the present method of training given at Reliance Communication
during my tenure of the project July ndash August 2008
This project covers training training programmed and training evaluation and excludes all other
human resources activities conducted before and after training
(B) REQUIREMENT -
For our project we required information like knowledge about the employees
understanding skills generated and the mastery gained during training
So we have to look insight the performance of the employees through evaluation of their
performance through questionnaire and data given by the management
(C) SOURCE OF INFORMATION-
Primary data The data is collected for the first time hence is fresh and happens to be
original in nature
Secondary data The data is the collected and processed information by some other person
or organization
Primary data were collected from employees already have gone by these method of training
and the ability to perform accordingly and the already available data given by management
Secondary data are gathered from the official website of the company and from reference
books
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
50
(D) RESEARCH TOOL-
For the data collection we used structured close-ended questionnaire as well as open ended
questions
(E) METHOD USED FOR DATA COLLECTION-
Questionnaire and data available with the management
Formulation Of Objective-
After taken the project we formulate the objective
Objective of the project
To study the effectiveness of the training imparted by NIS- Sparta and its resultant in
the performance of the employees
To know the perception of the employees regarding training methods in Reliance
Communication
To identify how training assists the employees to acquire skillsknowledge and attitude
and also enhance the same
To study whether training helps to motivate employees and helps in avoiding mistakes
6 Sample Size-
Sample can be defined as the selection of a part or a group or an aggregate with a view in
obtaining information about the whole population
For knowing the mind share of different brands we should target more population but because
of lack of time we took sample of 25 people
(3) Design Of The Questionnaire-
The questionnaire is the most common tool in collecting data so it should be carefully developed
tested and debugged before they are administered on a large scale
(4) Research Instrument-
Questionnaires and information from the management
(5) Analyzing The Information-
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
51
For analyzing the data which gather first we need to arrange that in table as the questionnaire it
was mainly open ended so we had not face much problem
(6) Data Tabulation-
We arrange the data in the form of table
(7) Analysis-
After tabulation we analyze the data with the help of pie chart
because in pie chart it was easy to understand every thing in
percentage as well as it gives better picture
(8) Conclusion-
On the basis of finding there should be a short summary
(9) Recommendation-
Should write some suggestion as given by analysis of the data by the
management and the questionnaire
Data Analysis and interpretation
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
52
Training program in business organizations are taking new shapes and dimensions which one has to
consider while dealing with the activities of training and development in the field of human
resources
Training is so crucial that there is no need to mention its significance to the organization and as well
as to the individual employees Training begins right from the recruitment of an employee and
follows thought the life span of the job of each employee of that organization
Training has bundles of numbers of actions to be performed in daily routine work and hence lot of
quality efficiency depends upon the performance level of the employee
Organization are very keen as far as training of employees are concerned and are always ready to
spend what it takes to train and develop the employees in best concerned with the favor of the
organization
Here we come to know the willingness of the organization regarding the employees and the cost they
are bearing for that purpose A good management always tries to cut down the unnecessary and
unwanted expenditure of money Hence if this area of management is taken care of and a very well
planned and a highly systematic initiative can result in heavy saving in other words earning a
healthy profit
Analysis and interpretation of traineersquos questionnaire
Table 1 Represents the different methods of training and its convenience to the employees
Method On Job
Training
Classroom
training
Both
No of
employees
50 35 15
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
53
Methods of training
50
35
15
0
10
20
30
40
50
60
On Job Training Classroom training Both
INTERPRETATION
The above figures show preference on the modes of training and it is found people prefer more on
the job training
Table 2 Represents the rating of training schedule
Rating of
training
Convenient Disturbing Average
No of
employees
65 30 05
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
54
65
30
5
0
10
20
30
40
50
60
70
Convenient Disturbing Average
INTERPRETATION
Large number of employees find the training convenient while others think it is disturbing the daily
work
Table 3 Represents the satisfaction level of employees undergone training
Satisfaction of
employees
YES NO
No of
employees
80 20
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
55
satisfaction of employees
80
20
YES
NO
INTERPRETATION
Almost all the employees say that they were satisfied with the way the training activities are
conducted while some people were dissatisfied
Table 4 Represents the degree of development among the employees after the training was
given
Employees
response
Yes No May be
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Yes No May be
Development of the employees
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
56
INTERPRETATION
Maximum numbers of employees show a positive response in terms of their development some feel
they are not at all developed and others showed a passive response
Table 5 Represents the improvement in skill and attitude and future aspects
Improvement
status
Progressed Non progresses Cant say
No of
employees
70 10 20
0
10
20
30
40
50
60
70
Progressed Non progresses Cant say
Improvement status
INTERPRETATION
Large number of employees experienced progress in their skills and its future aspects whereas
some feel that they have not progressed and others cannot say now
Table 6Represents the degree to which the employees have successfully achieved their training
objectives
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
57
Degree of
achievement
Completely Partially Not at all
No of
employees
60 15 25
Degree of achievement
Completely
60Partially
15
Not at all
25
Completely
Partially
Not at all
INTERPRETATION
The degree of achievement of training objectives is higher among the employees and even in the
least case the achievement case is above average
Table 7) Represents the response of the employees regarding training aids provided for the
training
Training aid
status
Yes No
No of
employees
90 10
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
58
Yes No0
10
20
30
40
50
60
70
80
90
Training aids status
INTERPRETATION mostly all the employees are in full satisfaction regarding the right type of
training aids are provided for training and a very few of them feel otherwise
Table 8) Represents the level of support from the superiors to the sub-ordinates in completing
the training
Support level
of superiors
Full Average
No of
employees
80 20
FullAverage
0
20
40
60
80
Level of support
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
59
INTERPRETATION Superiors seem to be very supportive in Training programmes as maximum
number of employees responses are positive regarding support from the superiors
Observation and findings
Observation and findings
Though by and large substantial number of employees are content with the way the
training is conducted still there is a scope to analyze at micro level whether the
negatives respondents were either non attentive confronted confused or otherwise
based up on the data there is a scope to take corrective action
The cooperation between the colleagues and the level of support they share with each
other binds them in an attachment towards the company However progressive
feedback relating to change in the behavioral pattern and scope for redesigning
subsequent training programs need to be examined amp explored in proper perspective
Regional behavior and language influence is higher during training and even after
delivering their language the desired effects are not seen
Some of the superiors do not bother to make Development Action Plans and submit to
the trainers The statc and superficial approach of the supervision needs to be dealt
with appropriately
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
60
The training is mainly conducted all around India the trainers have to travel but
sometimes the logistics and arrangement is non-satisfactory Rescheduling the
programmed in advice and informing the participant with due lead time may alleviate
the logistic problem the proximity approachability and accessibility are the three
majar parameter while considering the venue
The findings from the data analysis from the questionnaire show a positive
improvement enhancing and overall rating about the training programmed
The reality learning and simulations were thoroughly enjoyed by the employees who
have received it
5 Suggestions
In todaylsquos competitive world attitude is the factor which is the dividing line between failure
and success Thus recruitment of the employees must be made not only on skills and attitude
but also the attitude of the employee If an employee has a positive attitude then training for
him can be more effective he has a positive effect on the climate
The raining records must be maintained preserved properly and updated timely
Proper care should be taken while selecting the trainers
Nis Sparta trainers must be given continuous feedback and the training should be performed
as a continuous planned activity
New and different trainers should be invited so that the maximum impact can be got from
the training programmes
Co ndashordination and interaction of the employees of all levels must be encouraged to locate
new talents among employees
Solution to some of the problems faced by the employees should be suggested by the
employees themselves to make them feel valued at the organization
The DAP( Development Action Plans) must be prepared and given to the trainers as soon as
possible for further follow up from the side of the trainers
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
61
6 Conclusion
Analysis of all the facts amp figures the observations and the experience during the training period
gives a very positive conclusion impression regarding the training imparted by the NIS ndash Sparta
trainers The NIS ndash Sparta is performing its role up to the mark and the trainees enjoy the training
imparted especially the reality learning and simulation
The training imparted meets the objectives like
Effectiveness of the training and its resultant in the performance of the employees
Assists the employees to acquire skills knowledge and attitude and also enhance the
same
Helps to motivate employees and helps in avoiding mistakes
It becomes quite clear that there is no other alternative or short cut to the development of human
resources If we have to meet the challenges of technology social and economic we have to train the
HR irrespective to their category at which they work in the organization
As it is recognized fact that we cannot survive in tomorrow businesslsquos world with yesterdays
method And hence the continuous development of HR is prime need of todays organization
Appendices
Format Post Training Report Code RNAFR2801
Title of the programme ReFoRMS
Start Date 22 Aug 08 Error Not a valid link End Date 28 Aug 08
Error Not a valid link
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
62
Location PUNE
Number of Participants 11 Channel Partner Type RMS ndash CRErsquos Observers NA Signature of PC Ajit Hiray Date 29 Aug 08 Name of PC Ajit Hiray Error Not a valid link
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
63
1 FEEDBACK ON PROGRAM DELIVERY
Quantitative
Faculty
Course
Feedback
Average Faculty Feedback 493
Average Program Feedback 485
Qualitative Faculty Course Feedback (Please capture all qualitative feedback in form of bullet points)
Trainer behaviour was very good Was understanding and helpful
If somebody did not understand a point trainer explained the same once
again by giving different examples
Trainer treated everyone objectively and fairly
Trainer taught us step by step and in simple Hindi amp Marathi language
which was understood by all Also provided lot of information
Trainer helped in clarifying all our doubts amp queries related to products
processes and systems
Training was beneficial and will be helpful in doing our job effectively
Training helped in getting lot of information on products systems
processes customer service and also about the company
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
64
Key Skills and Behaviors Acquired (Please capture all such observations by participants in form of bullet points)
Through this training we got good information about ndash
- Reliance Communications and the ADA group
- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance
- The product ndash Mobiles FWP Data Cards VAS calling cards etc
- Prepaid amp Postpaid tariff plans
- Various systems like RCC Simplify Clarify LMS ICCM used in our RMS
This training also helped in improving our selling skills and customer handling
skills
Learned how to handle different types of customers
Learned how to find out the customers requirement and how to offer the right
solution to customerlsquos requirement
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
65
2 FEEDBACK ON PARTICIPANTS
Please ensure that the following documents are attached with the PTR where applicable and
the following table is filled completely as applicable
S No Item Quantity Details
1 Attendance Sheet
1 Maximum Attendance 11
Number of Drop-outs 2
2 Participant Test Papers
Session Name Day 2 Written
Test
Day 2 Average Test Score 19
Session Name Day 3 Written
Test
Day 3 Average Test Score 19
Session Name Day 4 Written
Test
Day 4 Average Test Score 18
Session Name Day 6 Final
Test
Day 6 Average Test Score 87
Session Name Day 6 Role
Play Assessment
Day 6 Average Test Score 32
3 List of Certified
Participants
Total Participants 11
Number of People Certified and
to be issued clarify id 9
not to be issued clarify id NA
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
66
DEVELOPMENT ACTION PLAN FOR PARTICIPANTS
S No
Participant Name Clarify ID
Channel Partner Name ZE name
Ability to Implement Acquired Skills at Work (1Very Poor 10Excellent)
CRITICAL DEVELOPMENT ACTION PLAN (Please outline any further training coaching or support requirements)
Follow-up Date if any
1 VISHAL PALKARError
Not a valid link YES
PRABHA COMM
8 Vishal has performed good Has good mobile product process and system knowledge Is customer focused and has good selling skills Needs to improve his data product knowledge and presentation skills
28 Sep 08
2 VINOD BIRAJDAR YES MOONLIGHT GALLERY
8 Vinodrsquos overall performance has been good Has good process and product knowledge Needs to be more proactive in proving information to customers Also needs improvement in his communication skills
28 Sep 08
3 PRASHANT PUKALE
YES VITHALLA COMM
7 Prashant has performed good Has grasped well Is customer focused Needs to improve his product process and systems knowledge Also needs to improve his non verbal communication
28 Sep 08
4 NAMRATA JAGTAP
YES AKENDRA COMM
6
Namrata has performed very good in written exams Has grasped well Needs to improve her VAS handset feature systems and process knowledge Also needs to be customer focused while interacting with customer and improve her communication skills
28 Sep 08
5 PRAVEEN MITHAPELLI
YES NIDHI COMM
7 Praveen has performed well Has good system and product knowledge Needs to improve his process knowledge Also communication and selling skills need to be improved Needs to be more polite Is a little aggressive
28 Sep 08
6 SHARANU JANGLI
YES ORBIT COMM
7 Sharnursquos performance has been good Is very confident in sales Has to improve his tariff plan system and process knowledge Also needs to improve his presentation skills
28 Sep 08
7 PALLAVI PAWAR YES YASH COMM
6 Pallavi has performed good Has grasped well Has good product process and system knowledge Needs to improve on her communication presentation and selling skills
28 Sep 08
8 SUKRITI SPRIHA YES RS COMM 5 Sukriti has scored fairly Has good communication skills However needs to put in lot of efforts to learn about products processes and systems Has been able to grasp fairly Needs to improve her understanding and selling skills
28 Sep 08
9 SANDIP PATIL NO SHREE ENT
0 ABSCONDING 28 Sep 08
10 RACHANA PHANSE
NO SWIFT COMM
0 ABSENT 28 Sep 08
11 DIPTI SAPKAL YES TRIPURA COMM
9 Diptirsquos overall performance was very good Has good product process system and customer handling knowledge Needs to be a little more polished in her communication and presentation skills
28 Sep 08
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
67
3 FEEDBACK ON INFRASTRUCTURE amp LOGIsTICS Please enter the overall rating for the following parameters
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Venue Food IT Support amp connectivity Discipline (Dress code start time etc) Material availability amp adequacy
4 FEEDBACK ON EXTERNAL BLOCKS
Please list any external bottlenecks for improvement
mentioning specific cases in the following areas
PROCESSES NA
POLICIES NA
INFRASTRUCTURE NA
COMPETITION (SCHEMES) NA
COMPETENCY OF PARTICIPANTS NA
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
68
ANY OTHER NA
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
69
5 FEEDBACK ON CONTENT
(Please fill this up if this is your firstsecond program)
Please enter the overall rating for the following parameters relating to
content
Area of Feedback Overall Rating 1
Low
2 3 4 5
High
Language
Concept amp Simplicity of Application Exercises (Quantity and Quality) Cultural Sensitivity (are the exercises examples role-plays etc
appropriate for the audience from this region)
Quality and Applicability of Job Aids where applicable Quality of Tests
Please detail the following wherever overall rating is lower than 4
Area of
Feedback
Modules
Sessions
Identified Gaps Suggested Modification
Language Spelling mistakes
Difficult language
Too technical
Too many
abbreviations
NA NA
NA
Concept amp
Simplicity of
Application
NA NA
NA
Exercises (Quantity
and Quality) NA NA
NA
Cultural Sensitivity (are the exercises
examples role-plays etc appropriate for the
audience from this region)
NA NA
NA
Quality and
Applicability of Job
Aids
NA NA
NA
Quality of Tests
NA NA NA
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
70
Source PC Destination SOH
Signature AJIT HIRAYError Not a
valid link Signature AMIT GIRDHAR
Date 29 Aug 08 Date 29 Aug 08
ASSESSMENT SHEET
Dear participant
We value your professional assessment of this course We are especially interested in your
assessment about the trainer the content and the training environment Your feedback will
help us improve this course further
Rating Guide SD = Strongly Disagree D = Disagree N = Neutral A = Agree SA = Strongly Agree NA = Not Applicable
Please tick appropriate box
Please provide your comments in the space provided below
TRAINER SD D N A SA NA
1 Created an environment which helped me learn
2 Helped me learn at my pace
3 Listened to and responded to my concerns and queries
4
Presented the information to me in a logical and structured manner
5 Demonstrated a sense of humour
6 Helped in relating the content to my job context
7 Treated me objectively and fairly
8 Talked to me and not down to me
9 Was passionate and enjoyed what he was doing
10
Was prepared with knowledge information and resources for my learning
Comments
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
71
CONTENT SD D N A SA NA
11 Was simple to understand and follow
12 Was structured and logically tailored to my needs
13 Was engaging and exciting
14
Helped me prepare for my job by providing vital knowledge and information
15 Was appropriate for the subject I wanted to learn
Comments
TRAINING ENVIRONMENT SD D N A SA NA
16 The room was free of any distractions or disturbances
17 Lighting and ambience was conducive and adequate
18 The appropriate aids were available and functioning
19 Seating was adequate and comfortable
20 Services met my requirements and expectations
Comments
OVERALL SD D N A SA NA
21
This course is a key step in my journey to becoming effective on my job
22
Benefits far outweigh the time and money spent to attend the course
23
I will recommend this course to my colleagues as an essential learning experience
24 Overall I rate this training course as
Poor Fair Good Very Good Outstanding
Comments
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
72
Three things that you should continue
1
2
3
Three things that you should do differently
1
2
3
73
73