study , analyze & evaluate training & development imparted by nis sparta at reliance...

73
1 A PROJECT REPORT ON “To study, analyze and evaluate Training and development practices imparted by NIS- Sparta at Reliance Communication (June August 2008)” 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 2009] ALLANA INSTITUTE OF MANAGEMENT SCIENCES. PUNE-411001.

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Page 1: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 2: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 3: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 4: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 5: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya 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

Page 6: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 7: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 8: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 9: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 10: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 11: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 12: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 13: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 14: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 15: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 16: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 17: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 18: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 19: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 20: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 21: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 22: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 23: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 24: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 25: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 26: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 27: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 28: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 29: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 30: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 31: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 32: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 33: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 34: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 35: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 36: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 37: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 38: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 39: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 40: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 41: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 42: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 43: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 44: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 45: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 46: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 47: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 48: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 49: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 50: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 51: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 52: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 53: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 54: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 55: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 56: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 57: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 58: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 59: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 60: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 61: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 62: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 63: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 64: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 65: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 66: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 67: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

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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

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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

Page 70: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 71: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

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

Page 72: Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractor

72

Three things that you should continue

1

2

3

Three things that you should do differently

1

2

3

73

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73