Study , analyze & evaluate training & development imparted by nis sparta at reliance communications by sadiya contractorDocument Transcript
1APROJECT REPORTON“To study, analyze and evaluate Training and development practicesimparted by NIS- Sparta at Reliance Communication (June – August2008)”ATReliance CommunicationIn partial Fulfillment ofMASTERS DEGREE IN BUSINESS ADMINISTRATIONSUBMITTED TOUNIVERSITY OF PUNEBYMS Sadiya A. ContractorMBA-II[2007 – 2009]ALLANA INSTITUTE OF MANAGEMENT SCIENCES.PUNE-411001.
4ACKNOWLEDGEMENTWords are inadequate to express my gratitude to the Reliance Communication – NISSparta for giving me an opportunity to undergo the practical training in their companyand extend me full cooperation, enabling me to successfully complete this projectreport.I am thankful to my family and friends who have helped and supported me to makethis project a success.I am particularly grateful to Mr. Amit Kumar Girdhar, Head - State Operations(Maharashtra & Goa) - NIS Sparta for his cooperation extended to me by providingnecessary information & timely help.I am also obliged and indebted to Dr. K.K. Singh – Director, Allana Institute ofManagement Sciences, Pune and Prof. S.D.Bagade,my internal guide for the valuablesuggestions and encouragement in completing this project successfully.Sadiya A. Contractor
5DECLARATIONI am very well aware of the ethics and guidelines one has to follow whileworking on a project in a disciplined manner.Being aware of a project regarding its Factuality and Authenticity, I havetried my best to perform my task.All the information mentioned here throughout the project is true to thebest of my knowledge.And I declare it as true and the collection made through own website andby my own personal observation and experience.The theoretical part is gathered from various Human Resource referencebooks whose quotations have been mentioned in bibliography.Sadiya A.Contractor-----------------------
6EXECUTIVE SUMMARYEXECUTIVE SUMMARY
7Project Title: ―To study, analyze and evaluate Training and development practices imparted byNIS- Sparta at Reliance Communication (June – August2008)‖Organization: Reliance Communication, 7 loves chowk, Swargate ,PuneName: Sadiya A ContractorCourse Persuading: MBASpecialization: Human Resource ManagementInstitute: Allana Institute Of Management SciencesObjective of the project: To study the effectiveness of the training imparted by NIS- Sparta and its resultant inthe performance of the employees. To know the perception of the employees regarding training methods in RelianceCommunication To identify how training assists the employees to acquire skills,knowledge and attitudeand also enhance the same. To study whether training helps to motivate employees and helps in avoiding mistakes.Research methodology:
8For our project we required information like knowledge about the employees understanding ,skillsgenerated and the mastery gained during the training. Hence we have taken a insight at theperformance of the employees through evaluation of performance, through questionnaires and datareceived by the management.QUESTIONNAIRE:In this method, a list of questions related to subject is prepared and given to participants. Thequestionnaire contains questions and provides space. A request is made to participants to fill up thequestionnaire and send it back within a specified time.Advantages:Can reach many people in a short time. Is relatively inexpensive. Gives opportunity of expressionwithout fear of embarrassment. Yields data easily summarized and reported.Limitations:Little provision for free expression of unanticipated responses. May be difficult to construct. It haslimited effectiveness in getting at the causes of problems and possible solutions.SCOPE OF THE PROJECT:
9 The scope/range of this project report is not too far stretching to the whole of RelianceCommunication, Pune rather it only covers the training and development activities conductedBy NIS – Sparta for its employees. My project mainly deals with the present method of training given at RelianceCommunication during my tenure of the project, July – August 2008. This project covers training, training programmed, and training evaluation and excludes allother 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 200employees and it is still expanding. Out of which I have selected a sample of 25 people who haveundergone the training programme in the last six months to have a flavor of the new practices intraining.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 eachother binds them in an attachment towards the company. Regional behavior and language influence is higher during training and even afterdelivering their language; the desired effects are not seen. Some of the superiors do not bother to make Development Action Plans and submit tothe trainers. The training is mainly conducted all around India, the trainers have to travel butsometimes the logistics and arrangement is non-satisfactory. The findings from the data analysis from the questionnaire show a positiveimprovement, enhancing and overall rating about the training programme. The reality learning and simulations were thoroughly enjoyed by the employees whohave received it.3. Suggestions In today‘s competitive world, attitude is the factor which is the dividing line between failureand success. Thus recruitment of the employees must be made not only on skills and attitudebut also the attitude of the employee. If an employee has a positive attitude then training forhim 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 performedas a continuous planned activity. New and different trainers should be invited so that the maximum impact can be got fromthe training programmes. Co –ordination and interaction of the employees of all levels must be encouraged to locatenew talents among employees. Solution to some of the problems faced by the employees, should be suggested by theemployees themselves to make them feel valued at the organization. The DAP( Development Action Plans) must be prepared and given to the trainers as soon aspossible for further follow up from the side of the trainers.4. ConclusionAnalysis of all the facts & figures, the observations and the experience during the training periodgives a very positive conclusion/ impression regarding the training imparted by the NIS – Spartatrainers. The NIS – Sparta is performing its role up to the mark and the trainees enjoy the trainingimparted 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 thesame. 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 humanresources. If we have to meet the challenges of technology, social and economic we have to train theHR irrespective to their category at which they work in the organization.As it is recognized fact that we cannot survive in tomorrow business‘s world with yesterdaysmethod. And hence the continuous development of HR is prime need of todays organization.
13CONTENT/INDEX.HEAD TITLE PAGE NONO01 EXECUTIVE SUMMARY02 INTRODUCTION03 COMPANY PROFILE04 OBJECTIVES OF THE STUDY05 LITERATURE REVIEW07 RESEARCH METHODOLOGY08 DATA ANALYSIS & INTERPRETATION09 FINDINGS10 CONCLUSION11 SUGGESTIONS12 APPENDICES
14INTRODUCTIONINTRODUCTION TO THE STUDY
15HUMAN RESOURCE MANAGEMENTHuman Resource Management is defined as the people who staff and manage organization. Itcomprises of the functions and principles that are applied to retaining, training, developing, andcompensating 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 employeeeffectivenessScope of HRM without a doubt is vast. All the activities of employee, from the time of his entry intoan organization until he leaves, come under the horizon of HRM.The divisions included in HRM are Recruitment, Payroll, Performance Management, Training andDevelopment, Retention, Industrial Relation, etc. Out of all these divisions, one such importantdivision is training and development.TRAINING AND DEVELOPMENT is a subsystem of an organization. It ensures that randomnessis 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 developmentof the employees at reliance communication. The training is imparted by NIS Sparta. On July7, 2004, Reliance Infocomm acquired NIS Sparta, Asias premier Performance EnhancementSolutions organization, making yet another addition to the Reliance family.Following are the areas of Training & Development I tried to cover-up in my work.1) Studying training activities2) Analyzing training programme3) Evaluating the training.The study shows the scope in the field of T & D ranges rights from recruiting an employee at anylevel and how to treat them throughout their working year till the time he discharged or retired fromthe organization.
16MY PROJECTThe project report presented here is primarily concerned with training and development part ofemployees in the organization.Training and development is always an important aspect of the growth of a company and theindividual 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 theworkforce of any organization has to be very well equipped with the skills, ability, and talentrequired to cope up with the market competition.Now a days many organizations are conducting training programme to improve theproductivity of employees.The quality of employees and their development through training and education are majorfactors in determining long term profitability of a business. If you hire and keep goodemployees, it is good policy to invest in the development of their skills, so they can increasetheir productivity. Training often is considered for new employees only; this is mistakebecause ongoing training for current employees helps them adjust to rapidly changing jobrequirements.Evaluation is the systematic appraisal by which we determinethe worth, value or meaning of something to someone , In case of training we are concernedwith providing information on the effectiveness of the training activity to decision makers whowill make decision based on the information . Evaluation plays a significant part in every stepof the training process.It is important that evaluation be a planned or systematic effort that is built from the start of thetraining process.The main objective of training programme to determine if they are accomplishingspecific training objectives, i.e.,correcting performance deficiencies..IMPORTANCE OF TRAINING AND DEVELOPMENT
17Training and development is a routine based, non-stop practice, which a growingbusiness organization must conduct to achieve their production target.From organizational point of view it is very crucial to assure the quality, quantity, andeffectiveness etc of the product by the means of suitable training.Development of the employee comes handy with training activities, making them muchmore capable in out performing various activities with high professions and accuracy byusing advance technical/mechanical tools and equipments.As a management trainee I myself come through various aspects like performanceappraisal, payroll management, labors related laws and issues etc during my training anddevelopment project.Evaluating the productivity of the employees can very wellrecognize how to distribute your workforce. This information gathered after conducting trainingprogrammed which is immensely helpful for the human resources manager and the wholedepartment.Training helps measure the performance of the employees by evaluating the training given andcomparing the individual and groups latest output with the output given before trainingprogrammed.SCOPE OF THE PROJECT :The scope/range of this project report is not too far stretching to the whole of RelianceCommunication, Pune rather it only covers the training and development activities conducted ByNIS – Sparta for its employees.My project mainly deals with the present method of training given at Reliance Communicationduring my tenure of the project, July – August 2008This project covers training, training programmed, and training evaluation and excludes all otherhuman resources activities conducted before and after training.
18HYPOTHESIS:Training and Development activities conducted by NIS SpartaReliance Communication are effective and the employees are better performers after the training isimparted.LIMITATIONS:The project is a collection of study, observation, and practical experience during my summerinternship programmed where i was a member of the team working in the training and developmentof employees
19I tried to perform this project in best possible manner to avoid any lacuna or lack ness. In spite of allmy effortsIn this regard but due to the far stretching activities conducted at Reliance Communications, myproject lack in some of the following headsWhere 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 untouchedand not mentioned in any way.Top-level strategic type of decisions and information too are not taken under study to avoidany favor to the business counter parts.My project does not concerned about the designing and planning of training activities whichforms 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 acomplete 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 apractical experience.
20COMPANY PROFILECOMPANY PROFILEReliance Communications Ltd.,Pune was launched on December28,2002.the 70thbirthday of the Reliance group founder,Shri Dhirubhai H Ambani.Reliance Communications is a service industry and it daily launches newproducts with new technologies. Dealing with foreign market they required people who help
21them to increase productivity of the organization and sales of product.So, they frequentlyorganize the training programme for newly joined and current employee.As they conduct the training programm frequently ,each time they required to evaluatethe recently completed training programme.So they have given me that apportunity to evaluatethe training programme.Reliance Communication was launched on December 28,2002.the 70thbirthday of the Reliancegroup 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 StockExchange, it is India‘s leading integrated telecommunication company with over 55 millioncustomers.HistoryIn the year 2000, the Infocomm plans were announced….which.by far,was the largest infocomstructure that the country had seen so far…Reliance Communication launched first Reliance India Mobile on December 28,2002 .Taking in to consideration the changing lifestyles and the end users habits RelianceCommunications will disseminate information at a low cost. ―Make a telephone call cheaperthan 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 andcities across the country.Above all, Reliance Communications will pave the way to make India a global leader in theknowledge age.―We will create the next generation communication network and information technologyinfrastructure that will bring immense value to every Indian, and leapfrog India into the centerstage of global infocomm space‖
22Late Dhirubhai Ambani built Reliance from scratch and in 25 year got it a place among theworld‘s top Fortune 500 corporations. The fact that he took barely a quarter of a century to dothat is what makes this achievement special..Make the tools of infocomm available to people atan affordable cost.They will overcome the handicaps of illiteracy and lack of mobility‖Dhirubhai firmly believed the country could use information and communication technology toovercome 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 cando it‖.―RIC today finds itself on the threshold of a transformation as it strives to meet the challengesof an ever changing and competitive environment to emerge as a performance oriented, systemdriven, and professional organization. The only way forward is to focus on our Customer &Customer Service.‖VisionWe will leverage our strengths to execute complex global-scale projects to facilitate leading-edgeinformation and communication services affordable to all individual consumers and businesses inIndia.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 enablemillions of Indias knowledge workers to deliver their services globally.‖MissionReliance Communication will offer a complete range of telecom services, coveringmobile and fixed line telephony including broadband, national and international long distanceservices, data services and a wide range of value added services and app;ications that willenhance productivity of enterprises and individuals.
23Reliance‘s dream is to make a digital revolution in India by becoming a majorcatalyst in improving quality of life and changing the face of India. It aims to achieve this byputting the power of information and communication in the hads of people of India ataffordable costs.Products:Reliance Communication is a service industry. Reliance Communications offers a wide rangeof applications including hour-to-hour news updates, high quality video streaming,downloadable multilingual Ring Tones, seasonal updates including festival specials, city & TVguides, exam results, astrology, mobile banking, credit card transaction from mobile phone, billpayment and stock prices.Reliance Communications brings Real Broadband experience to Indians for the first timethrough a host of unique applications and services. This includes Video Chat, Multi-locationVideo Conference, Multi-player Online Gaming, High Speed Internet, Virtual Office, DigitalStorage, Digital Movie, Digital Customized Music,Digital Electronic News Gathering Serviceand E-Learning.Reliance – ADA GroupReliance-ADA Group
26Reliance Communications Business1. Personal2. Enterprise3. Home4. Global5. WorldReliance Communication envisions a digital revolution that will bring about a new way of life. ADigital way of life for New India .With mobile devices , netways and broad band systems linked topowerful digital networks,.Reliance Communication will usher fundamental changes in the social andeconomical landscape of India Reliance Communication will help men and women to connect andcommunicate with each otherReliance – Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group founded by ShriDhirubhai H Ambani (1932-2002), ranks among India‘s top three private sector business housesin terms of net worth. The group has business interests that range from telecommunications(Reliance Communications Limited) to financial services (Reliance Capital Ltd) and thegeneration and distribution of power (Reliance Energy Ltd).Reliance – ADA Group‘s flagship company, Reliance Communications, is Indias largest privatesector information and communications company, with over 55 million subscribers. It hasestablished a pan-India, high-capacity, integrated (wireless and wireline), convergent (voice, dataand video) digital network, to offer services spanning the entire infocomm value chain.Other major group companies — Reliance Capital and Reliance Energy — are widely
27acknowledged as the market leaders in their respective areas of operation.Reliance Energy Ltd. Reliance Mutual FundHarmony Reliance CommunicationsReliance Life Insurance Reliance Anil Dhirubhai Ambani GroupReliance General InsuranceRelianceBOARD OF DIRECTORS RCOM Shri Anil D. Ambani - Chairman Prof. J Ramachandran Shri S.P. Talwar Shri Deepak Shourie Shri A.K.Purwar
28Reliance Infocomm acquired NIS SpartaOn July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asias premier PerformanceEnhancement Solutions organization, making yet another addition to the Reliance family. NISSparta has more than a decade of experience in areas like Leadership Development, SalesMaximization, Process Consultancy, Customer Relationship Management and ContentDevelopment.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 about1,00,000 people across the country. This acquisition further strengthens NIS Spartas pre-eminence in all sectors of its involvement, namely Telecom, Petroleum, Insurance, Power andother 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 tocommence training for customer-facing operational staff for different industries under itsoperations. 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 organizationwould significantly contribute to the strategic learning initiatives of the Reliance Group, furtherstrengthened by Reliances Infrastructure and Technology support.ABOUT NIS SPARTANIS 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 partnerorganisations in achieving their mission critical goals through enhanced effectiveness of their peopleand processes, using proven methodologies.NIS Sparta offers customised solutions for Top management, Middle management and Supervisorylevel; our training modules are based on Knowledge development, Behaviour development, Skilldevelopment and Process design and development.NIS Sparta is strategically organised to offer training and learning solutions torganisations andindividuals
29VISIONCORE PURPOSEKey industry verticals The undisputed leader in the learning solutions domain, NIS Sparta‘s clientelecomprises of industry leaders in a number of key sectors, including: Automobile Telecom Banking Insurance Pharmaceuticals Power Manufacturing Service sectors IT ITeS Railways FMCG Oil & GasRecognition and awards ‗Indira Super Achiever Award 2007‘ by Indira Group of Institutes, Pune ‗Udyog Rattan Award‘ by the Institute of Economic Studies
30 Senior Gold Director for ‗Outstanding Sales Achievement & Commitment to ProfessionalExcellence‘ by Inscape Publishing ‗Creating Corporate Advantage in Global Economy‘ by Delhi School of Economics ITM University Award for ‗Corporate Excellence‘OBJECTIVES OF THE STUDY To study the effectiveness of the training imparted by NIS- Sparta and its resultant inthe performance of the employees. To know the perception of the employees regarding training methods in RelianceCommunication. To identify how training assists the employees to acquire skills,knowledge and attitudeand also enhance the same. To study whether training helps to motivate employees and helps in avoiding mistakes.
32REVIEW OF LITERATUREREVIEW OF LITERATUREWhen the candidates are recruited from outside or selected, promoted from inside, it is expected thatthey must perform their jobs with maximum efficiency and competence. Therefore after selecting thecandidates, the next logical step is to train them for better performance. Era of vocational trainingstarted during industrial revolution, which took place in Britain in 18thcentury. The apprentice‘sworking n different factories use to get vocational training in the form of direct instructions in theoperation of machines. Thereafter specially when use of computers, automatic machines increasedand because of rapidly changing techniques the need of training is recognized as one of the mostimportant 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 welltrained experienced and skilled people to perform various activities. If current job occupants meetthis requirement, in that case, training is not important but if it is not the case, it is very essential toraise the skill levels, increase the versatility and adaptability of the job occupants by giving themnecessary and appropriate training.THE TRAINING PROCESS:ASSESSMENT PHASE Assess training need of different group of employee Define objectivesPLANING TRAINING Design training programme Define Methods, content of programme About trainer Place and time of training programme
33CONDUCT OF TRAININGEVALUATION Evaluation of training programme Check- objective are achieved ?Needs Assessment: Needs assessment diagnoses present and future challenges to be metthrough training and development Needs assessment occurs at two levels- Group andindividual.An Individual obviously needs training when her or his performance falls short of standars i.e.when there is performance deficiencyAssessment of training needs occurs at the group level too.Any change in the organization‘sstrategy necessitates training of group of employees.Training Objectives:To raise the productivity :Increased human performance often directly leads to increasedoperational productivity and increased company profit.To improve quality in work : Improvement in quality may be in relation to company‘sproduct / service.To improve health and safety : Proper training can help prevent industrial accidents.Outdated prevention : Training and development programmes foster the initiative andcreativity of employees and help to prevent manpower obsolenscence, which may be due to
34age, temperament or mptivation or the inability of a person to adapt himself to technologicalchanges.To improve organization climate: An endless chain of positive reactions results from a well-planned training programme. Production and product quality may improve , financialincentives may then be increased, less supervisory pressure may result.Personal growth: Management development programmes seem to give participantsa wider awareness , an enlarged skill, and enlightened altruistic philosophy, and makeenhanced personal growth.SELECTION OF TRAINEESTrainees should be selected on the basis of self-nomination, recommendations of supervisorsorby the HR department itself.SELECTION OF TRAINERSTraining and development programmes may be conducted by several people, includingfollowing1. 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 conductsthe programmes.TRAINING METHODS
35On-the-job training : Almost every employee, from the clerk to company president getssome ―on-the-job training‖,when he joins a firm. Under this method, an employee is placed ina new job and is told how it may be performed.It is primarily concerned with developing is anemployee skills and habits consistent with the existing practices of an organization, and withorienting him to his immediate problems.Vestibule training (training-centre training): Vestibule training method attempts toduplicate on-the-job situation in a company classroom. It is a classroom training which is oftenimparted with the help of equipment and machines which are identical with those in use in theplace of work.This methods enables the trainee to concentrate on learning the new skill ratherthan on performing an actual job.Theoretical training is given in the classroom while thepractical work is conducted on the production line.It is a very efficient technique of trainingsemi skilled personnel e.g.clerk, machine operation , testers,typists etc. Training is in the formof lectures, conferences, case studies, role-playing and discussion.Demonstrations and examples : In the demonstration techniques,the trainer describes anddisplays. When he teaches an employee how to do something by actually performing activitieshimself 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 ajob then to tell him or ask him to gather instruction from the reading material. Demonstrationsare often used in combination with lectures,pictures,text materials,discussions etc.Simulation : Simulation is atechnique which duplicates the actual condition encountered on ajob. Trainees‘ interest and employees‘ motivation are high in simulation exercises because heactions of a trainee closely duplicate the ―real job‖ conditions. This method is essential incases in which actual on-the-job practice might result in a serious injury,a costly errors. Thistechnique is a very expensive one.Apprenticeship : Apprenticeship training is the oldest and most commonly used methods.It isa training in crafts,trades and in technical areas.A major part of training time is spent on-the-job production workClassroom training:
36a) Lectures: Simplest way of imparting knowledge to trainees is by lecture. Concepts orprinciples,attitude,method can be useful when large group are to be taught.The lecture methocan be useful when large groups are to be trained within a short time, thus reducing the cost pertrainee.b) The Conference Method : In this technique, the participating individuals confer todiscuss points of common interest to each other. Conference is a formal meeting, conductedaccording to organized plan.c) Seminar or team discussion : There are different methods of conducting seminar. Itmay be based on paper prepared by one or more trainees on the subject in consulting with theperson in charge of the seminar.d) Case studies : The person in charge of training make out a case,provides necessaryexplainations, 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 stageplay.It basically involves employee-employer relationships hirind, firing,interviewsdisciplining etc.f)Programmed instruction method : A programmed instruction involves breakinginformation down into meaningful units and then arranging these in a proper way to form alogical and sequential learning programme or package.g) T-group training : This comprises of Audio-visual aids and planned readingprogrammes.STUDYING TRAINING ACTIVITIES AT RELIANCECOMMUNICATIONOn July 7, 2004, Reliance Infocomm acquired NIS Sparta, Asias premier PerformanceEnhancement Solutions organization.Nis Sparta trainers impart training to all the fivebusiness employee namely:
371. PERSONAL2. ENTERPRISE3. HOME4. GLOBAL5. WORLDTraining is given for three aspects:1. Skill2. Knowledge3. Attitude Skill is required for customer orientation, Customer care, leadership, timemanagement and behaviour. Such training is imparted by Nis Sparta trainers throughsimulations and outbound activities and reality learning like raft building , crazyOlympics and orientation.Knowledge based training revolves around product, process of the company, plans offering to thecustomers, 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 SPARTAUnder each and every business of RCom, training imparted differs at each vertical and for eachbusiness. Let us begin with the businesses one by one: PersonalIt 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 asReliance Web World expresses.They also have distributors for pre paid connections and direct sales team for post paidconnections.The distribution takes place at places like Big bazaar, Amway and Subhiksa,etc.TrainingHere training is imparted on the products i.e. knowledge based training. They are thoughthow to deal with customer care & complaints along with front desk etiquettes which is skillbased training.
38There is an induction programme in which training on reliance products are given and theyare put on job for 3 months afer which second level of training is given. This is even moreinformative and all the necessary training of products is completed. Then he is on the job for6 months. After successful completion of both the trsining , he can be considered for careergrowth in the same business.After the induction reforms training they have to undergo a test in which they have to scoreat least 70%. This test is called as MCMP (My Credit My Progress). He gets the certificate ofMCMP after that second training is conducted and he is monitored for one year. Enterprise :It deals with broadband `s:i. Wireless broadbandsThere is a direct sales team for distribution.ii. Enterprise wireless groupsThis caters to the corporate.iii. InstallorsThe planning team takes the charge which includes the field sales associate and the salesassociate.TrainingHere training is imparted on the products i.e. knowledge based training. They are thoughthow to deal with customer care & complaints along with front desk etiquettes which is skillbased training.There is an induction programme in which training on reliance products are given and theyare put on job for 3 months after which second level of training is given. This is even moreinformative and all the necessary training of products is completed. Then he is on the job for6 months. After successful completion of both the training , he can be considered for careergrowth in the same business.After the induction reforms training they have to undergo a test in which they have to scoreat least 70%. This test is called as MCMP (My Credit My Progress). He gets the certificate ofMCMP after that second training is conducted and he is monitored for one year. HomeIt 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 thesales force and the installers of disc is done by the field force
39 Global businessIt deals with optical fibres i.e. under sea cables connecting different countries forcommunication.a. FLAG( Fibre Link Across Globe ) telecommunications was itself a world renowedand well established company. Rcom has taken over FLAG.b. NNOC (National Network Operation Centre) is a reliance baby wher people sit andmonitor the optical fibres. It is at Bombay and Hyderabad.TrainingHere knowledge based training is not required as these people of FLAG and NNOC are thebest at their job. Only skill and behavioral and attitude training is impartedNATIONAL NETWORK OPERATION CENTRE WorldIt deals with web world retails. It has semi company owned outlets.NIS Sparta imparts training:1. Reality training2. Enterprise business groups3. AcademyReality learningNIS Sparta has pioneered Reality Learning®, a revolutionary new concept in learning effectiveness.Evolved by NIS Sparta after over eleven years of research and development, Reality Learning®covers a wide variety and facets of learning methodologies.
401. Outbound Training Programmes2. Business SimulationsAdventure Based Learning Experience (ABLE®)One of the ways in which Reality Learning® is executed is throughAdventure Based Learning Experiences (ABLE). ABLE® is a warsimulation scenario drawing from the learning of strategy and tacticsapplied in military science. Participants in the learning interventionare placed in a highly competitive and uncertain environment wherethe need is to achieve a pre-determined objective.ABLE® uses multiple simulation formats to address differingrequirements. For instance, ABLE® can be designed as a LeadershipProgram, a Team Building Program, a Management DevelopmentProgram and even a programme designed to develop the KillerInstinct in sales teams. ABLE® equipment comprises of wirelesssets, laptops, maps, compass, and other select equipments.ABLE® 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 Learning®:OrienteeringOrienteering comprises of an expedition with two teams, eachattempting to operate within limited resources and having to dealwith multiple contingencies, leadership crisis as well as toaccomplish defined goals before proceeding ahead. Two observersfrom 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 thinkingCrazy Olympics
41Crazy Olympics is a multi-faceted sport, requiring that competitorspossess a very diverse set of skills and abilities – the most importantof these are: Agility, explosiveness, coordination, balance,endurance, confidence, responsiveness, intelligence, assertiveness,foresight and the ability to perform a variety of movements with thebody involving strength, technique and a mastery of energy andweight transfer.It is the truest test of an individual‘s athleticism, thinking skills,material strengths and the ability to persevere. Hence, the reasonCrazy Olympics are deployed as a one of the primary training toolsby Armed Forces around the world.Unlike may other sports that are a ‗learned art‘ and difficult toperfect, Crazy Olympics requires participants to master theirinstinctive talents, and raise their body consciousness/ awarenesslevels to new heights.Objectives of the activity To encourage the team members to commit to assisting oneanother in performing tasks and using skills To assist the team members in working through the issuessurfaced during the activity To provide a way to objectively examine the participation ofteam membersRaft BuildingThis activity is best used with a newly formed team or an ongoingteam that is experiencing difficulties in interpersonal relations.Each team consists of at least four members and no more than eightmembers, 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 ofexplicitly discussing not only how things should be done inthe team but also how things actually are done To foster interpersonal communication in the team To generate workable solutions
42Business SimulationsExperiential learning forms the basis of Business Simulations. Experiential learning is a key driverof everything we do, and is a distinct point of difference in the marketplace. Experiential learningfosters an environment of accelerated learning through self-discovery and participation.All Business Simulations enable people to make permanent, effective changes in behaviour byunderstanding the wide range of consequences of their choices and accepting responsibility forthem. Powerful learning emerges in debrief when the participant‘s experiences are linked to theirreal-world situations. People see, understand and experience how their own behavior can changeto significantly and positively impact their performance back on their job.EBG1. Enterprise Business Group (EBG) - addresses the needs of organisations in variousindustry 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 tocreate and enhance employability of individuals through a number of short and long-termeducational programmes.3. Strategic Employability Group (SEG) - the business unit fulfills our group companies‘training needs.NIS SPARTA ACADEMY
43The NIS Academy is a premier educational institution, set up by NIS SpartaLtd. Established in 1991; The NIS Academy has facilitated the growth anddevelopment of over 50,000 students and aspirants, till date. Currently, theacademy operates learning centres in 42 cities in the country, with plans toopen more centres across the country.The academy performs two key roles in the education sector, one as aneducation provider to individuals seeking basic skills, and second, providingfor industries - competent manpower and recruitment services for enhancingtheir skills and building their knowledge base.The NIS Academy equips students to excel in the area of Customer Care, Sales & Marketing.Professional skills of students are honed in areas like team building, enhancing flexibility andadaptability, increasing their ability to deal with ambiguity and stress, tackling challenges andtaking initiatives.The NIS Academy‘s programmes are based on innovative and interactive teaching methodologiesderived from the experiences gained while training the corporate world.CONDUCTING A TRAINING PROGRAMMENow-days, training programs are gaining importance becausethey 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 ofbusiness, etc. Training programs enhance overall organizational efficiency and effectiveness.Training has become a very significant management tool for bringing about desired changes in orderto solve organizational problems and also to achieve organizational goals. Therefore to be veryeffective, 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 jobperformance skills needed, assesses the prospective training skills, and develops specific, measurableknowledge and performance objectives based on any deficiencies. In the second step, instructionaldesign, you decide on, compile and produce the training program content. There may be a thirdvalidation step, in which bugs are worked out of the training program by presenting it to a smallrepresentative audience. The fourth step is to implement the program by actually training thetargeted employee group. Fifth step is an evaluation step, in which management assesses theprograms successes or failures.
44TRAINING FLOWCHART:TRAINING IDENTIFICATIONTRAINING PLANTRAINING PROGRAMMETRAININGTRAINING EVALUATIONFEEDBACK TO THE NIS -SPARTASTEPS OF TRAININGi. IDENTIFICATION OF TRAINING:The training needs are identified by Concern Validation Studies (CVS) and the gaps are filled byproviding training. The training needs can be identified by the immediate superiors or by theemployee‘s performance appraisal.The training needs are identified:At the time of interviewAnnual appraisalTraining identification formatSpecific recommendations by functional head(2) DECIDING THE OBJECTIVE OF TRAINING:
45The gathered information is forwarded to human resources officials for consultation and then thetraining objectives are established.The training objective is prepared after finding the requirement of training whether the gaps areabout knowledge, skill or attitude. Then the objective of training is established and efforts toaccomplish started.(3) TRAINING PLANBased 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 thetrainees and the trainer.(4) TRAINING METHODS & TOOLSConsidering the type of training, a suitable training method and required tools and equipments arefinalized. The venue is finalized and all logistics are prepared. The methods and tools are alsofinalized 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 aproper schedule with date, day and time and venue is finalized and all the employees are made awareof.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 eachvertical and level.
46The Concern Validation Studies (CVS) is done to identify the gaps and then here we see that he issuitable for that job or he requires more training to do the job. We consider his previous skill andqualifications etc.When candidate is appearing for an interview, we ask him about the training which he hasundergone in previous program. If there is necessity for any specific skill then we are training himaccordingly.In annual appraisal there are two types of appraisals. One is self-appraisal and other head ofdepartment appraisal. In appraisal there is point mentioned if they require any specific training forupdating their job. Like wise, head of department is asked to write that did he require any specifictraining 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 hisdepartmental 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 weseek the following information. Nominate the persons for program, finding the faculty, venue for theprogram 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 trainingprogram and the logistics involved is arranged.POST TRAININGAfter completion of training we take feedback from the participant about the trainers. After onemonth we are taking feedback of the concerned participant about his improvement in his skill orreschedule 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 i.e. The Development Action Plan which mentionshow well the training has been achieved and the next course of action if a refresher is needed to thetrainees 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.
47Based on these we are preparing quarterly graphs for presentation to the top management. There wehighlight what is our target and what we have achieved.In training and development activities we are conducting employees satisfaction survey, wheregeneral points about company like his improvement in his working, safety awareness in hisdepartment, salary package, work environment of the company, and work culture of the companyetc. In this survey we conclude that where the management is lacking or any steps are required toimprove the satisfaction of our employees.Like this we are also taking employees awareness report from eachemployee in which we cover certain point about his job awareness. Based on this report we also seethat 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 EVALUATIONEvaluation means the assessment of value or worth. It simply means the act of judging whether ornot the activity has achieved the set target. In training field evaluation has been taken not only toassessment of value but also collection and analysis of data.Evaluation of training is the last but very important stage of any training program. Trainingevaluation is very essential because of the following reasons:The organization giving training to there employee can come to know what returns they aregetting for efforts and expenditure it has committed to the training and it can find out from itwhether the training efforts are in correct direction or not.The training evaluation can justify the expenditure incurved in giving training and help theorganization to determine to what extent, objectives have been achieved, whether the resultsare far away from the target or are nearby the target.Evaluation of training helps in assess the quality of training imparted and also suggests whatchanges in training plan should be made to make it more effective. Weakness within theestablished training program can be identified and accordingly training programs can bemodified and improved properly. Less effective program can be withdrawn in order to savetime, money and efforts.
48Kirkpatrick’s learning and training evaluation theoryDonald L Kirkpatricks training evaluation model - the fourlevels of learning evaluationReactions of the employees after trainingLearning abilitiesBehavioral changesAnd the results generated in performanceThe 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 thebehavior and the results in his performance.Soon after conducting the training program we conducted some immediate activities to collect thefeedbacks of the employees undergone training and we really come across many useful facts andfigures.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 theproductivity, which was design to achieve.After evaluating all the activities during the study stage conductivity training programmost of the employees find themselves equipped with the information received after trainingprogram and feels a sense of development on their personal levels.
49RESEARCH METHODOLOGYDefinition : Research Methodology is a systematic way of investigation directed to the discovery ofsome facts by careful study of a subject, a course of critical and scientific inquiry.(A) ScopeThe scope/range of this project report is not too far stretching to the whole of RelianceCommunication, Pune rather it only covers the training and development activities conducted ByNIS – Sparta for its employees.My project mainly deals with the present method of training given at Reliance Communicationduring my tenure of the project, July – August 2008.This project covers training, training programmed, and training evaluation and excludes all otherhuman resources activities conducted before and after training.(B) REQUIREMENT: -For our project we required information like knowledge about the employeesunderstanding, skills generated and the mastery gained during training.So we have to look insight the performance of the employees through evaluation of theirperformance, 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 beoriginal in nature. Secondary data: The data is the collected and processed information by some other personor organization.Primary data were collected from employees already have gone by these method of trainingand 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 referencebooks .
50(D) RESEARCH TOOL:-For the data collection we used structured close-ended questionnaire as well as open endedquestions.(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 inthe performance of the employees. To know the perception of the employees regarding training methods in RelianceCommunication. To identify how training assists the employees to acquire skills,knowledge and attitudeand 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 inobtaining information about the whole population.For knowing the mind share of different brands we should target more population but becauseof 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:-
51For analyzing the data, which gather, first we need to arrange that in table as the questionnaire; itwas 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 chartbecause in pie chart it was easy to understand every thing inpercentage 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 themanagement and the questionnaire.Data Analysis and interpretation
52Training program in business organizations are taking new shapes and dimensions, which one has toconsider while dealing with the activities of training and development in the field of humanresources.Training is so crucial that there is no need to mention its significance to the organization and as wellas to the individual employees. Training begins right from the recruitment of an employee andfollows 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 ofquality, 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 tospend what it takes to train and develop the employees in best concerned with the favor of theorganization.Here we come to know the willingness of the organization regarding the employees and the cost theyare bearing for that purpose. A good management always tries to cut down the unnecessary andunwanted expenditure of money. Hence if this area of management is taken care of and a very wellplanned and a highly systematic initiative can result in heavy saving, in other words earning ahealthy profit.Analysis and interpretation of trainee’s questionnaire:Table 1 :Represents the different methods of training and its convenience to the employees.Method On JobTrainingClassroomtrainingBothNo ofemployees50 35 15
53Methods of training5035150102030405060On Job Training Classroom training BothINTERPRETATIONThe above figures show preference on the modes of training and it is found people prefer more onthe job training.Table 2 : Represents the rating of training schedule.Rating oftrainingConvenient Disturbing AverageNo ofemployees65 30 05
5465305010203040506070Convenient Disturbing AverageINTERPRETATIONLarge number of employees find the training convenient while others think it is disturbing the dailywork.Table 3 : Represents the satisfaction level of employees undergone training.Satisfaction ofemployeesYES NONo ofemployees80 20
55satisfaction of employees8020YESNOINTERPRETATIONAlmost all the employees say that they were satisfied with the way the training activities areconducted while some people were dissatisfied.Table 4: Represents the degree of development among the employees after the training wasgiven.EmployeesresponseYes No May beNo ofemployees70 10 20010203040506070Yes No May beDevelopment of the employees
56INTERPRETATIONMaximum numbers of employees show a positive response in terms of their development, some feelthey are not at all developed and others showed a passive response.Table 5: Represents the improvement in skill and attitude and future aspects.ImprovementstatusProgressed Non progresses Cant sayNo ofemployees70 10 20010203040506070Progressed Non progresses Cant sayImprovement statusINTERPRETATIONLarge number of employees experienced progress in their skills and its future aspects whereassome feel that they have not progressed and others cannot say now.Table 6:Represents the degree to which the employees have successfully achieved their trainingobjectives.
57Degree ofachievementCompletely Partially Not at allNo ofemployees60 15 25Degree of achievementCompletely60%Partially15%Not at all25%CompletelyPartiallyNot at allINTERPRETATION:The degree of achievement of training objectives is higher among the employees and even in theleast case the achievement case is above average.Table 7) Represents the response of the employees regarding training aids provided for thetraining.Training aidstatusYes NoNo ofemployees90 10
58Yes No0102030405060708090Training aids statusINTERPRETATION: mostly all the employees are in full satisfaction regarding the right type oftraining 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 completingthe trainingSupport levelof superiorsFull AverageNo ofemployees80 20FullAverage020406080Level of support
59INTERPRETATION: Superiors seem to be very supportive in Training programmes, as maximumnumber 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 thetraining is conducted, still there is a scope to analyze at micro level whether thenegatives 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 eachother binds them in an attachment towards the company. However progressivefeedback relating to change in the behavioral pattern and scope for redesigningsubsequent training programs need to be examined & explored in proper perspective Regional behavior and language influence is higher during training and even afterdelivering their language; the desired effects are not seen. Some of the superiors do not bother to make Development Action Plans and submit tothe trainers. The statc and superficial approach of the supervision needs to be dealtwith appropriately
60 The training is mainly conducted all around India, the trainers have to travel butsometimes the logistics and arrangement is non-satisfactory. Rescheduling theprogrammed in advice and informing the participant with due lead time may alleviatethe logistic problem the proximity, approachability and accessibility are the threemajar parameter while considering the venue The findings from the data analysis from the questionnaire show a positiveimprovement, enhancing and overall rating about the training programmed. The reality learning and simulations were thoroughly enjoyed by the employees whohave received it.5. Suggestions In today‘s competitive world, attitude is the factor which is the dividing line between failureand success. Thus recruitment of the employees must be made not only on skills and attitudebut also the attitude of the employee. If an employee has a positive attitude then training forhim 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 performedas a continuous planned activity. New and different trainers should be invited so that the maximum impact can be got fromthe training programmes. Co –ordination and interaction of the employees of all levels must be encouraged to locatenew talents among employees. Solution to some of the problems faced by the employees, should be suggested by theemployees themselves to make them feel valued at the organization. The DAP( Development Action Plans) must be prepared and given to the trainers as soon aspossible for further follow up from the side of the trainers.
616. ConclusionAnalysis of all the facts & figures, the observations and the experience during the training periodgives a very positive conclusion/ impression regarding the training imparted by the NIS – Spartatrainers. The NIS – Sparta is performing its role up to the mark and the trainees enjoy the trainingimparted 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 thesame. 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 humanresources. If we have to meet the challenges of technology, social and economic we have to train theHR irrespective to their category at which they work in the organization.As it is recognized fact that we cannot survive in tomorrow business‘s world with yesterdaysmethod. And hence the continuous development of HR is prime need of todays organization.AppendicesFormat Post Training Report Code RNA:FR:28:01Title of the programme: ReFoRMSStart Date: 22 Aug 08Error! Not a valid link.End Date: 28 Aug 08Error! Not a valid link.
62Location: PUNENumber of Participants: 11Channel Partner Type: RMS – CRE’sObservers: NASignature of PC: Ajit Hiray Date: 29 Aug 08Name of PC: Ajit HirayError! Not a valid link.
631. FEEDBACK ON PROGRAM DELIVERY:QuantitativeFaculty /CourseFeedbackAverage Faculty Feedback: 4.93Average Program Feedback: 4.85Qualitative 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 onceagain by giving different examples. Trainer treated everyone objectively and fairly. Trainer taught us step by step and in simple Hindi & Marathi languagewhich was understood by all. Also provided lot of information. Trainer helped in clarifying all our doubts & 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.
64Key Skills and Behaviors Acquired(Please capture all such observations by participants in form of bullet points) Through this training we got good information about –- Reliance Communications and the ADA group.- Our roles and responsibilities as a CRE and how a CRE is BRAND Reliance.- The product – Mobiles, FWP, Data Cards, VAS, calling cards, etc.- Prepaid & 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 handlingskills. Learned how to handle different types of customers. Learned how to find out the customers requirement and how to offer the rightsolution to customer‘s requirement.
652. FEEDBACK ON PARTICIPANTS:Please ensure that the following documents are attached with the PTR, where applicable andthe following table is filled completely, as applicable:S No Item Quantity Details1. Attendance Sheet 1 Maximum Attendance: 11Number of Drop-outs: 22. Participant Test PapersSession Name: Day 2 WrittenTestDay: 2 Average Test Score: 19Session Name: Day 3 WrittenTestDay: 3 Average Test Score: 19Session Name: Day 4 WrittenTestDay: 4 Average Test Score: 18Session Name: Day 6 FinalTestDay: 6 Average Test Score: 87Session Name: Day 6 RolePlay AssessmentDay: 6 Average Test Score: 323. List of CertifiedParticipantsTotal Participants: 11Number of People Certified and to be issued clarify id: 9 not to be issued clarify id: NA
66DEVELOPMENT ACTION PLAN FOR PARTICIPANTSSNoParticipant Name ClarifyIDChannelPartnerName / ZEnameAbility toImplementAcquired Skillsat Work(1:Very Poor10:Excellent)CRITICAL DEVELOPMENT ACTION PLAN(Please outline any further training, coaching or support requirements)FollDateany1.VISHALPALKARError!Not a valid link.YESPRABHACOMM.8Vishal has performed good. Has good mobile product, process and systemknowledge. Is customer focused and has good selling skills. Needs to improve hisdata product knowledge and presentation skills.282. VINOD BIRAJDAR YESMOONLIGHT GALLERY8Vinod’s overall performance has been good. Has good process and productknowledge. Needs to be more proactive in proving information to customers. Alsoneeds improvement in his communication skills283.PRASHANTPUKALEYESVITHALLACOMM.7Prashant has performed good. Has grasped well. Is customer focused. Needs toimprove his product, process and systems knowledge. Also needs to improve his nonverbal communication.284.NAMRATAJAGTAPYESAKENDRACOMM.6Namrata has performed very good in written exams. Has grasped well. Needs toimprove her VAS, handset feature, systems and process knowledge. Also needs to becustomer focused while interacting with customer and improve her communicationskills.285.PRAVEENMITHAPELLIYESNIDHICOMM.7Praveen has performed well. Has good system and product knowledge. Needs toimprove his process knowledge. Also communication and selling skills need to beimproved. Needs to be more polite. Is a little aggressive.286.SHARANUJANGLIYESORBITCOMM.7Sharnu’s performance has been good. Is very confident in sales. Has to improve histariff plan, system and process knowledge. Also needs to improve his presentationskills.287. PALLAVI PAWAR YESYASHCOMM.6Pallavi has performed good. Has grasped well. Has good product, process andsystem knowledge. Needs to improve on her communication, presentation and sellingskills.288. SUKRITI SPRIHA YES R.S. COMM. 5Sukriti has scored fairly. Has good communication skills. However needs to put in lotof efforts to learn about products, processes and systems. Has been able to graspfairly. Needs to improve her understanding and selling skills.289. SANDIP PATIL NOSHREEENT.0 ABSCONDING 2810.RACHANAPHANSENOSWIFTCOMM0 ABSENT 2811. DIPTI SAPKAL YESTRIPURACOMM.9Dipti’s overall performance was very good. Has good product, process, system andcustomer handling knowledge. Needs to be a little more polished in hercommunication and presentation skills.28
673. FEEDBACK ON INFRASTRUCTURE & LOGIsTICS:Please enter the overall rating for the following parameters:Area of Feedback Overall Rating1Low2 3 4 5HighVenue *Food *IT Support & connectivity *Discipline (Dress code, start time etc) *Material availability & adequacy *4. FEEDBACK ON EXTERNAL BLOCKS:Please list any external bottlenecks for improvement,mentioning specific cases, in the following areas:PROCESSES : NAPOLICIES : NAINFRASTRUCTURE : NACOMPETITION (SCHEMES) : NACOMPETENCY OF PARTICIPANTS : NA
68ANY OTHER : NA
695. FEEDBACK ON CONTENT:(Please fill this up if this is your first/second program)Please enter the overall rating for the following parameters relating tocontent:Area of Feedback Overall Rating1Low2 3 4 5HighLanguage* *Concept & Simplicity of Application *Exercises (Quantity and Quality) *Cultural Sensitivity (are the exercises, examples, role-plays etcappropriate 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 ofFeedbackModules /SessionsIdentified Gaps Suggested ModificationLanguage* Spelling mistakes Difficult language Too technical Too manyabbreviations: NA : NA : NAConcept &Simplicity ofApplication: NA : NA : NAExercises (Quantityand Quality): NA : NA : NACultural Sensitivity(are the exercises,examples, role-plays etcappropriate for theaudience from this region): NA : NA : NAQuality andApplicability of JobAids: NA : NA : NAQuality of Tests : NA : NA : NA
70Source PC Destination SOHSignature AJIT HIRAYError! Not avalid link.Signature AMIT GIRDHARDate 29 Aug 08 Date 29 Aug 08ASSESSMENT SHEETDear participant,We value your professional assessment of this course. We are especially interested in yourassessment about the trainer, the content and the training environment. Your feedback willhelp 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 NA1 Created an environment which helped me learn2 Helped me learn at my pace3 Listened to and responded to my concerns and queries4Presented the information to me in a logical andstructured manner5 Demonstrated a sense of humour6 Helped in relating the content to my job context7 Treated me objectively and fairly8 Talked to me and not down to me9 Was passionate and enjoyed what he was doing10Was prepared with knowledge, information andresources for my learningComments
71CONTENT SD D N A SA NA11 Was simple to understand and follow12 Was structured, and logically tailored to my needs13 Was engaging and exciting14Helped me prepare for my job by providing vitalknowledge and information15 Was appropriate for the subject I wanted to learnCommentsTRAINING ENVIRONMENT SD D N A SA NA16 The room was free of any distractions or disturbances17 Lighting and ambience was conducive and adequate18 The appropriate aids were available and functioning19 Seating was adequate and comfortable20 Services met my requirements and expectationsCommentsOVERALL SD D N A SA NA21This course is a key step in my journey to becomingeffective on my job22Benefits far outweigh the time and money spent toattend the course23I will recommend this course to my colleagues as anessential learning experience24 Overall, I rate this training course asPoor Fair Good Very Good OutstandingComments
72Three things that you should continue1.2.3.Three things that you should do differently1.2.3.